Posts tagged with ‘online reviews’

How to Get Reviews Using Google Hotpot

This video outlines a free way to get your local business to appear higher in Google’s search results by having a Google places page, and asking your customers and clients to review your company there.  By the way, we are practicing what we preach here, too. If you are a satisfied client, would you please review us?

This Is How Not To Respond To Reviews of Your Business

I’ve been talking a lot about the positive aspects of promoting your business on websites like Yelp, Citysearch and Facebook. As I’ve said before, it really helps you engage your customers. However, I’ve got an example of how not to respond to negative reviews.

Essentially, a couple was kicked out of a hotel because the manager accused them of writing a bad review on tripadvisor.com. The manager even went so far as to call the police. Naturally the police declined to arrest them as it was clearly a civil matter. However, the real question to ask is why the manager thought his business would be helped by persecuting someone who may or may not have written a bad review. These sites, including tripadvisor.com, offer the chance to respond to criticism. In many cases a problem can be diffused simply by engaging the customer proactively. The manager of that hotel decided to respond to criticism in an adversarial way. Again, not the way to go.

By and large, your customers are going to be reasonable. You never know what is going on in their life that day. Maybe they’re just having a bad day. Being defensive about criticism will only exacerbate the problem. You’d be better served by responding in a positive tone with an offer to help. You’ll be amazed at how much goodwill this will generate.