How to Handle Negative Online Reviews Like a Pro

How to Handle Negative Online Reviews Like a Pro

by | Local SEO

How to Handle Negative Online Reviews Like a Pro

Hey there, small business owners! In this blog post, we’re diving into a topic critical for your online success – how to handle negative online reviews. Let’s face it, they happen, but how you handle them can make all the difference.

Here at Online Presence Care, we offer local search marketing services, including online reviews and reputation management.

We understand the power of positive online presence, and that starts with knowing how to address negative online reviews constructively.

Responding to Negative Online Reviews: A Guide to Growth

Getting a negative review can be frustrating, but it’s an opportunity to turn a frown upside down (and potentially even win a loyal customer). Here are some key steps to remember:

  • Stay Calm and  Respond Professionally: Don’t react impulsively! Take a deep breath and draft your response when emotions are settled. Having someone else review your reply before posting is also a good idea.

  • Acknowledge and Empathize: Start by thanking the reviewer for their feedback. Show empathy with phrases like “I am sorry to hear…” or “I understand your frustration…”

  • Take Ownership (For What’s Yours): Only apologize if there has been a genuine mistake on your part. Take responsibility for any error your company has made.

  • Propose a Solution: Offer solutions to rectify the situation. Is it a refund, a discount, or a personalized service? Offer a tangible way to address their concerns.

  • Respond Publicly and Privately: Acknowledge the online review publicly, but then discuss the issue further through a private message or e-mail.
Remember the power of positivity responding to happy customers.<br /> Image of many different faces for online reviews with a happy face as the one chosen.

Remember the Power of Positive Responses

Negative reviews happen online, but don’t forget the power of positive ones! Responding to happy customers reinforces their positive experiences and encourages others to trust your brand. 

Keep in mind the power of Three Actions

  1. Acknowledge All Reviews
  2. Respond Quickly
  3. Express Gratitude to Satisfied Customers
Build a strong online reputation with our services. Image of person holding a sign stating: A satisfied Customer is the best business strategy of all.

Ready to Build a Strong Online Reputation?

Let us help you! Here at Online Presence Care, we manage over 60 online listings (ie. Google Business Profile, Yelp, BBB, Bing Places, Nextdoor, etc.), to keep the information accurate and updated along with online review and reputation management services. We can help you improve your local search visibility and attract more customers.

Contact us today to discuss how we can help you build a strong local online presence or go to my calendar to schedule a meeting.

I would love to hear from you …

Have you ever had to deal with a negative review online? How did you handle a negative online review? Share your experiences and tips in the comments below. 

Let’s build a community of small business owners who can support and learn from each other.

Optimize Your Email Marketing Strategy For Maximum ROI

Optimize Your Email Marketing Strategy For Maximum ROI

by | Email Marketing Strategy

Optimize Your Email Marketing Strategy For Maximum ROI

Email marketing is among the most effective marketing tools available to you. By implementing an email marketing campaign effectively, you can reach a large audience through a personalized message and witness a substantial profit on your investment.

Nevertheless, just like any promotional tool, there is a correct and incorrect manner in which to approach it. In this blog article, we provide guidance on how to optimize your email marketing strategy to achieve the highest possible return on investment.

1. Personalization is key

When it comes to email marketing, personalization is key. Your recipients are more likely to engage with an email that feels like it’s been written specifically for them. To personalize your emails and to have higher open rates, you can use dynamic content to insert the recipient’s name or other information into the email subject line and body. You can also segment your list so that you only send relevant content to each subscriber.

2. Keep your emails short and sweet

No one likes to read a long, rambling email. Keep your emails concise and to the point so that your readers can easily digest the information. If you have much information to share, consider breaking it into a series of shorter emails.

3. Use engaging visuals

Humans are visual creatures, so take advantage of that by using engaging visuals in your emails. Include images, infographics, and videos to break up the text and add some visual interest. Just make sure that all of your visuals are properly tagged with alt text so that they can be properly read by screen readers.

Karina of Online Presence Care teaches how to optimize your email strategy open rate graphic of the wrods call to action with many types of calls to action around it.

4. Make use of CTA’s

Your email should always have a clear call-to-action (CTA). Whether you want recipients to click through to your website or simply reply to the email, make sure that your CTA is clear and easy to find. And don’t forget to track clicks so you can measure your email campaign’s effectiveness.

Final Thoughts

Optimize your email marketing strategy to reach a wide audience with a personalized message. However, there are a few things you should keep in mind if you want to maximize your ROI. Personalization, conciseness, engaging visuals, and clear CTA’s are all key elements of an effective email marketing campaign. Keep these things in mind when planning your next email campaign; you’ll surely see great results!

If you need assistance with your email marketing efforts, contact Karina so our team can help you get started and elevate your email marketing strategy. Additionally, if you have any experience with email marketing, please share your thoughts in the comments below. We would love to hear from you!

How to get better online reviews and turn negative reviews around

How to get better online reviews and turn negative reviews around

by | Local SEO

How to get better online reviews and turn negative reviews around

Get Better Online Reviews

In our last post, we talked about the importance of online reviews and how to avoid fake reviews. This time, we’ll focus on how to improve our own reviews, and what to do when negative reviews happen. Here are several tips to improve reviews, and your business in general:

  • Build reviews into your process. Perhaps the single best advice for businesses looking to improve reviews is to put them on auto-pilot. Systematically asking for reviews with each transaction helps you learn more about your audience, and your team’s performance, good or bad.
  • Timing is important in building a bank of positive reviews. For example, a mortgage lender we know automatically sends a satisfaction survey at the closing of each loan, when clients are excited about moving into their new homes. They also make it a practice to turn compliments into referrals. Staff members are trained so that at the moment they receive a compliment, they ask the client if they have friends or family who may also need financing.
  • More specific reviews are more powerful, so don’t be afraid to ask for details. For example, a review like “Online Presence Care is great!” sounds positive, but is very general and forgettable.  One of my favorite reviews came from a client who said “Online Presence Care has managed our website and social media for the last 3 years. And in that time, my business has quadrupled!”
  • Strive for visual impact and personalization. A positive review in print is good. One with a client’s full name, photo and some additional information such as a job title or background is better. A video review featuring a client talking about your business packs a powerful emotional appeal.

Online Presence Care Tips Blog Online Reviews How to Deal with Negative ReviewsTurn Negative Reviews Around

Good news about negative reviews
In fact, some negative reviews can actually drive more customer engagement and sales, according to HubSpot. However, it’s important to treat negative reviews with care to make sure your business won’t suffer:

  • Any response to is better than no response.  In fact, a business owner apologizing to a client online and describing the steps taken to make the situation right can build credibility and leave prospects with a favorable impression.
  • State the facts. Likewise, don’t let online misstatements about your business or unfounded criticism go unanswered. You don’t want an argument, but it’s a good opportunity for you to explain the situation and politely set the record straight. Stick to the facts, even if your reviewer does not.
  • Empathy counts. Remember, you can still acknowledge your client’s concern and disappointment even if the issue was not your fault. Sometimes, just by listening and letting people vent their frustrations, you can turn the situation around and salvage a relationship that could lead to future business.

Comments? If you’ve got questions or your own tips concerning online reviews, please share in the comments below!


Photo credit: PixaBay by freeGraphicToday

The fake online review problem is growing. Here’s how to spot them.

The fake online review problem is growing. Here’s how to spot them.

by | Digital Marketing

The fake online review problem is growing. Here’s how to spot them.

The popularity of online reviews is booming. Unfortunately, so is the use of fake reviews.

Since 92% of consumers now read online reviews, and star ratings are the #1 factor consumers use to evaluate businesses, reviews can make or break a growing brand. A rave review from a customer who is passionate about your products or services is one of the quickest ways to build credibility and trust for your brand.   

Perhaps it’s not surprising in this age of fake news that we must deal with fake reviews. And because of these high stakes, fake reviews also are becoming more popular. It’s fairly simple for unscrupulous business owners to pay someone to write and submit fake reviews, and many times bogus reviews are hard to tell from the real thing.

Fighting back against fakes

To quickly get an opinion on whether a review on Amazon, Yelp or TripAdvisor is authentic, you can copy the the url of the product page in question and paste it into a nifty tool called Fakespot.

The example below shows Fakespot’s evaluation of Amazon reviews for Bose headphones. In this case, the Fakespot ratings are similar to the Amazon ratings, so the Amazon reviews appear to be authentic.

Why trust a computer to spot fake online reviews? In some cases computer programs are able to identify phony reviews with incredible accuracy. A team of researchers at Cornell University built a computer program to spot bogus reviews and tested against a panel of student volunteers.

The research results? Students identified fake reviews less than half the time, while computers using machine learning were able to tag fake reviews about 90 percent of the time. The Cornell University research was used to create a tool called Review Skeptic that enables consumers to test hotel reviews firsthand by pasting in review text.

The bottom line? Consumers should keep in mind that not all reviews are trustworthy. It’s a good practice to do a little extra research. Look carefully at reviews for odd language or those with exceptionally high or low ratings. If a review seems suspicious, it’s worth your time to check out some additional sources.

For example, the Bose headphones shown above also have positive reviews on CNET and Forbes. No guarantee you’ll love them, but better than relying on a single review – or multiple reviews – before you decide to buy.

What Makes You Special?

What Makes You Special?

by | Digital Marketing

What Makes You Special?

Do you ever think of how unique you are compared to your competitors? And do you think about how special your brand, product, or service is?

When it comes to marketing your business or yourself you need to ponder about some of the following items:
– What is your uniqueness?
– What benefits do you offer?
– What makes you stand out from your competitors?
– What challenge is there in the market and can you provide a solution?

These are just a few questions to ask yourself to get started. Let me know what you think. I would like to read your comments.

Photo credit: PixaBay by Todd W Mac