Whether booking a holiday or buying a cooker, we all at some point or another have turned to Google or an appropriate review website to find out what others think. After all, the social proof provided by other people is often the strongest influence on deciding to buy.
Some of our clients have actively courted customer reviews, by signing up for third party customer review sites such as Trustpilot. Trustpilot particularly encourages customers to leave reviews, and our clients’ experiences of the service (and others like it) has been entirely positive.
On the odd occasion a customer has left a slightly negative review, it’s been a great chance to dive straight in, apologise for the issue and publicly offer to put the issue right. The response to this has been fantastic, with the same customer usually replying back with great glee about the personal service they’ve just received. The beauty of this, of course, is that other potential customers see.
Here’s a great article on how to response to negative online reviews, to turn them to your advantage.