If you’re a business owner, there’s a good chance people are talking about your business online. For both the good and the bad, we’ve talked about committing to reputation management and monitoring, and how being aware of how your brand is perceived by consumers is extremely important.
There’s still another piece to it. You want to be aware of what’s being said online, but you also need to respond. It may seem easier than you think – but responding to reviews can be very tricky.
To help you get started, we’ve put together a list of our Top 3 Tips when trying to craft a response online.
1. Make it Personal – Many people choose a small business over larger brands because of the personal touch a local company offers. Keep that consistent when addressing complaints. Send a note introducing yourself as the owner, such as “Hi Customer, this is Joe, owner and head plumber. I’d like to talk to you about your experience…” You are the business owner, and your name is tied into this business. Offer to reach out via phone or email to have a one-on-one conversation with the upset customer.
2. Take it Offline – Even though...Read more...