This week’s guest post is by Robin Heppell of Funeral Futurist, a funeral home consulting business. Robin presented at OGR’s Fall Forum on the hazards of the Internet and how online reviews can benefit and harm your firm. This week’s post* delves more extensively into this topic. Read below for Robin’s tips for handling negative online reviews.
How did you feel when you saw your first negative online review? Mad, irritated, concerned?
I have had a couple of clients who found themselves in this position. After talking through it, we put a plan together to make the most out of the situation.
Before we talk about the plan, I want to debunk some bad advice. Some people say not to respond to negative reviews because those reviews will be the first ones people see when they visit your Yelp or Google page. The problem with this strategy is that people are going to find poor reviews anyway, and if left unanswered, the complaint has more power.
I recommend responding to every negative review – but you can’t just blurt something out – you have to make sure that you have a methodical plan.
Here is my 3 step plan for dealing with negative reviews. Read the rest of this entry »