We have received two calls, just in the last day about “Reputation Management”. We all have seen comments about a business on Google or Yelp. This may or may not have persuaded you…but it did make you think twice. As a business owner (www.uconcepts.net), like you, we don’t like seeing a “One Star” review. But the old saying goes, “You can’t please everybody.” We do try; I know because I see you work with your clients.
We are fortunate here at Ubiquitous Concepts; we have great clients. We don’t take everyone who contacts us. When we have our first meeting, we are interviewing the prospective client as much as they are us… we want it to be a fit for both parties. We are lucky in that way. For most of our clients they service or sell something… and at times the customer can get sideways or worse; be a plant for a competing business and post a bad review on, say Google…. Then what?
We recommend contacting the disgruntled customer ASAP. This way, their memories and yours are as fresh as possible. Next, after finding out what was wrong, simply ask how can we make it right? See what they say…. our goal is to make them a concentric customer of course, but first is to remove the poor review and replace with 5 stars if possible. You know what to do if they’re receptive, so I won’t go into detail. But what happens if they don’t react the way we want? You still can ask Google to remove the review… but don’t hold your breath (Here are Google review policies https://support.google.com/maps/answer/2622994?rd=1
Last is, write a rebuttal and tell your side, or what you are willing to do to solve the problem, or just explain your position. Calmly and simply. Others will be able to read it so… be kind.
The internet has it’s pluses and minuses for sure. I don’t like the fact that we have removed interpersonal communications and replaced it with “reviews”. What ever happened to shaking someones hand and looking them in the eye. I guess that’s why I love watching old western movies… even “City Slickers” was a hoot. Well, Happy Trails to You and may your Google reviews ride slowly into the sunset.
Contact us if you have any questions… you can sign up to have any reviews sent to you via email. Just Google it…of course.
