Why Service Providers Should Respond To Negative Comments

As a business grows, the clientele increases proportionately

. As the business serves more customers, different experiences are likely to happen. Some customers walk out happily while others in anger. Whatever the experience had been, it is the duty of the service provider to keep a record of user reviews and take action whenever needed. While positive reviews are shared across all platforms, negative comments are likely to be deleted. Business owners believe that no one would get to know about the negative reviews if they delete it. If you have been living in the illusionary world, its time for you to wake up. In this digital era, it is really not possible to hide bad reviews from the eyes of existing and potential customers. And for the betterment of your business firm, start responding to negative comments instead of deleting.

It is true that replying to negative comments may give birth to a heated argument but some of the reasons why business people should not delete negative comments are:

1.Helps in Clarifying Doubts There are instances when the service provider is not at fault and confusion is the only reason for bad experience. If you respond to bad user reviews in such situations, you cannot only clarify the doubt but also retain your customer. Loss of a single customer can affect a business greatly and this is why you should not leave any stone unturned to retain an existing customer.

2.Discussion Makes Relations Better A healthy discussion has the power to improve any relation. This is true not only in personal life but at professional front as well. If a customer has left a negative review about your services, talk to them and try to figure out what they didnt like. If you think your company is at fault, accept your mistake and apologize for the same. Apologizing would definitely help in improving the reputation of your organization in the global market.

3.They Speak Truth If there are only positive reviews about a company, customers may consider them as paid reviews and ignore them completely. However, if there is a mix of positive and negative reviews readers are definitely going to refer to them before taking any decision.

Responding to negative comments without hurting anyone is tactful and companies offering ORM services India are pretty good at it. Enterprises with limited time and resources can hire these agencies to handle brand management effectively.

Online reputation management practice involves the entire gimmick of virtual marketing, PR, corporate communication and alike activities that are directed towards overlapping the bad comments and undesirable references with the ones that build positive rapport. These activities are centred around doing strenuous virtual policing, recognizing the current threats and implementing practical strategies to make sure that your brand reaches your customers only in the best light.

by: Matt Simons

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