Actions speak louder than words is a quote often said, but regarding your online reputation, the wording you choose regarding negative comments is crucial. You are always going to get negative reviews about your business no matter what, this is just reality. The only things you can do is give the customers a great customer service experience, and try to talk to the customers that leave you negative comments. Deal with the negative reviews in a professional manner. The following will give you insights on how to do that.
As a business owner, you should care about what your customers have to say, even if it is a negative and insulting comment. Have the patience to show that you are human and get to the root of the problem the customer is having. It is understandable that most of the time you are not going to win, but at least you gave it your best.
The next step is to comment on both positive and negative comments. The positive comments are obviously the easiest to respond to. For example, if a customer states that he had a great experience with your business, comment back by saying that you are happy that the experience went well and you would love to have him back. Negative comments are a little trickier to respond to because you could start a heated conversation. Just remember to try to stay polite and not react out of emotion.
How you react to negative feedback is the most important aspect of your online reputation. Future customers are looking at how you respond to certain criteria, and that's what earns their business. Do not make the mistake a lot of businesses do by ignoring comments. Most importantly, do not react to negative comments with rude offensive comments. Reacting this way will cause customers to leave and feel that their business is not appreciated.
Your online reputation is the most valuable asset you have when it comes to conducting business through the internet. Many businesses do not react properly or they do not do anything about certain situations. Do not let your online reputation be tarnished because of careless actions, and take measures to make your customers happy.