Negative reviews can be extremely detrimental to small businesses. Especially when they go viral. We live in a world where your online reputation can be a business’s strongest asset and liability. Recently, CBS-TV reached out to our CEO who was interviewed as the expert in social media marketing.
In fact, according to Inc.com, 91 percent of people regularly or occasionally read online reviews and 84 percent trust online reviews as much as a personal recommendation. Sixty-eight percent form an opinion after reading between one to six online reviews. In other words, online reviews really matter!
So, what happens when you receive a negative review? More so, what if that review is completely false? Should you respond? If so, how, when, and in what way?
The bigger question, what can you do to stop the damage before it hurts your business?
Carolyn Gusoff of WCBS-TV reached out to Hilary to get her take on online negative reviews and how a brand or business can deal with a false negative review.
During the Interview
In the interview Hilary discusses a number of tips. Here are her top takeaways:
· Google Alerts – Set up a Google alert so you can see if you or your business receives any negative attention.
· Respond – Be sure to respond to the person’s false claim unemotionally and publicly using the same medium that the review was originally posted on. State the facts, identify the problem, and offer a solution. Any “proof” is also encouraged to be shared.
· Positive Reviews – As a best practice, you should be garnering positive reviews for your business year-round. This isn’t something that should only happen when you receive a negative review. Be sure to ask your happy customers to post about their positive experiences.
· Take it Down – If the review is completely false, contact the site where the negative review exists and ask them to take it down. Most sites have this safe hold in place.
To watch Hilary’s full appearance on WCBS-TV, check out: https://newyork.cbslocal.com/2018/09/28/negative-review-goes-viral/