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What Should You Do If Someone Leaves You a Bad Review?

We understand just how important the reputation of your business is to you. Both in regards of helping to grow your business and also for your own personal pride, the reputation of your business can prove to be one of your most powerful assets or one of your biggest liabilities depending on how positive it is.

With potential customers placing more importance on reviews than ever before, especially if they are new to your products and services, this is an area of your business which must not be overlooked.

What Should You Do If Someone Leaves You a Bad Review?

Building Your Online Profile 

Your ‘Google My Business’ profile (which helps to generate your listing on Google Maps) is arguably the most important online profile you can establish for your business. This is in no small part due to to the fact that when someone takes the time to leave a review, it will be displayed in Google’s search results. This can be extremely positive but what should you do if someone decides to leave you a poor review?

Don’t Overreact!

The first and most important bit of advice we give is to not overreact! Whilst we the receipt of a bad review can seem to be quite personal, the facts are that so long as you don’t receive too many, a bad review is not the end of the world. In fact, it is widely acknowledged that many customers are believed to be mistrustful of businesses that have flawless 5* ratings – as it can be difficult to believe that anyone is really that good! As such, a small number of poor reviews can actually add an air of realism to your profile.

Please do not resort to drastic steps such as deleting your account, changing all of your details or setting up brand new profiles. Establishing an effective online presence can be tricky enough once, never mind twice!

How To Respond To a Poor Review

Always Respond To The Review

Always take the time to respond to a negative review but just importantly, always remember to ‘take the high road’ wherever possible. However tempting it may be to give people a piece of your mind, this is very unlikely to be constructive and is very likely to damage your reputation far more than the review will. Just as the review can be viewed by everyone, so can your response.

It’s really important to answer in a professional way. If you feel that an apology is necessary, then by all means include one in your response. Try and provide some type of context to the original review as a benefit for future readers and wherever possible, encourage whoever left the review to continue the conversation privately (via phone, e-mail, DM etc) in an effort to resolve the situation rather than continuing the conversation in public.

Use The Review To Help You Improve

Whilst it is not certain that all negative reviews will be warranted, it is possible that they have some merit. Can you use the negative comments as a way to improve your service? If similar comments keep appearing from different people, perhaps a particular area of your business could do with refining. It’s important to keep a level of perspective and whilst we fully understand that no-one will ever enjoy receiving a poor review, don’t worry too much if one appears on your profile.

Need Some More Help

Would like to find out more about dealing with poor reviews? Give the Footprint Web Design team a call on Tel. No. 01883 372488 today.

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By | December 8th, 2017|Reviews|Comments Off on What Should You Do If Someone Leaves You a Bad Review?

How Can Positive Reviews Impact Your Business?

Recent history has seen the popularity and impact of online reviews increase significantly. Whether business owners like it or not, potential customers often use the reviews of a service or product as a key tool in their decision making process.

Whether people are looking for a restaurant for an evening meal, a hotel for their holiday, a plumber to fix a broken pipe or anything in between, online reviews have quickly become an integral part of promoting your business online.

There are of course two sides to everything and to provide you with a full picture of the pros and cons of online reviews, we have drawn up a list of potential positive and negative impacts.

Understanding the Importance of SEO

The Positive Impact of Online Reviews

Positive reviews can result in:

  • Increased conversion rates (customers spending more money!!)
  • Creating increased trust with your clients
  • Free advertising (great reviews on external sites can be key in drawing in new customers)
  • Improved results on search engines (regular reviews are strongly believed to play a role in ranking algorithms)
  • Increased feedback (the ability to leave reviews can be key in opening lines of communication with your customers)

The Negative Impact of Reviews on Businesses

On the flip side, receiving negative reviews can result in:

  • An impact on the perceived reputation of your business
  • Damage to trust levels (Too many negative reviews or no reviews at all can impact the trustworthiness of a business)
  • Increased costs (some 3rd party review sites will charge to use their services)
  • Reviews being left which may not be accurate (3rd party review sites offer complete freedom on the reviews that can be left)
  • Without a drip feed of reviews, old reviews can seem out of date

Please Note – It is essential to remember that regardless of the platform, you will always have the option to reply to any review. Positive or negative, responses are strongly encouraged. However, taking the high ground in response to a negative review is also strongly encouraged!

If you would like more information relating to online reviews and how they can impact your business, please contact Footprint Web Design today.

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By | September 1st, 2017|Reviews|Comments Off on How Can Positive Reviews Impact Your Business?

Top Tips For Generating Online Reviews

It is no longer possible to overstate the importance of online reviews for a business. More than ever, customers are taking the time to post their views (both good and bad!) and these rants and reviews have the potential to make or break your business.

With a recent survey claiming that 90% Of Customers Say Buying Decisions Are Influenced By Online Reviews taking the time to find new ways to connect with potential customers can make significant difference to your business’ bottom line.

However, this does not mean that you have to constantly glue yourself to your computer! By putting in plan some proven tips and tricks to boost your online reputation you can take big steps towards generating some of the positive reviews that you need.

Below we have identified some of the best ways to create good will with your customers:

Tip No. 1 – Take a Close Look at Your Review Capabilities

There is simply no excuse for not taking advantage of the FREE listings which are available to you. Social Networking sites such as Facebook, Twitter and Google + offer the ideal way to open up Understanding the Importance of SEOlines of communication with customers, whilst online directories such as 118.com, Yell.com, FreeIndex and Scoot offer a great way to obtain a free listing which will allow customers to leave reviews.

Once a profile is created, you can update settings to ensure that when new reviews are posted. Monitoring existing reviews and customer feedback is also a good way to see how staff is doing across many or a few business locations.

Tip No. 2 – Pay Attention!!

Whilst there may be a very strong temptation to ignore any positive reviews, it is crucial that you respond to all reviews, regardless of whether they are complimentary or not as this can make an excellent impression on all future prospects reading reviews.

Furthermore, the addition of negative reviews to a listing is likely to stay visible for years, therefore it is important to deal with any issues quickly and provide resolution for the customer. As long as the majority of reviews aren’t negative, people will value the business’ professional approach and responsiveness.

Tip No. 3 – Make the Most of Your Reviews

Take advantage of any positive reviews by them on your website and/or Facebook page.

A great example of this would be Surrey Driving Force. Driving schools operate in a highly competitive market and therefore finding ways to stand out from the crowd greatly increase your chances of new customers opting for you over your competitors. As such, SDF choose to promote all of the online reviews that they receive by adding them to a dedicated section on their website – http://www.surreydrivingforce.co.uk/testimonials.php

Further Information

If you’d like to speak to use regarding how we can help you generate online reviews, give us a call on 01883 372488 or contact us via Facebook and we’ll be happy to talk you through your options.

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By | November 8th, 2016|Reviews|Comments Off on Top Tips For Generating Online Reviews

Can Online Reviews Be Used To Improve Conversions?

For all the companies which take pride in their ability to go that extra mile to provide their clients with the best possible customer service, there are always the odd few who are more interested in making a quick profit and have no real interest in what happens after that.

What Can You Do?

One of the best ways to help separate yourself from the crowd and to prove that you are trustworthy business, is to get independent 3rd parties (i.e. past or present customers) to vouch for you in the form of online reviews.

In this piece we’ll be looking at how you can get the most out of reviews you already have. If you haven’t gathered any reviews yet, check out our article offering some top tips to help get you started and then follow our short guide below to get the cms-265128_1920maximum value.

Where Should I Display My Reviews?

If someone is prepared to take the time and effort required to say something nice and complimentary about your business, don’t be shy about shouting this from the rooftops.

Below we have highlighted a couple of the best places to display your online reviews.

Create a Dedicated Page

The reason that it is important to do this is because potential customers are very likely to search for “[Your brand name] reviews” when looking for more information about your company.

By taking the steps to ensure that you are one of the top results returned, you will receive an immediate chance to make the right impression.

Third Party Review Websites

It is important to take the time to build up a good review profile on an independent third-party site because it helps to demonstrate to customers that you can be trusted.

Third party reviews sites also have other advantages, such as Local SEO benefits (we will be exploring this further soon).

If your business relies on passing trade, being reviewed in these places can provide a critical boost.

Product Pages

Is your website an e-commerce venture? If so, allowing people to leave reviews for each product offers the perfect way to let others know that they’ll get what they’re looking for. Amazon is possibly the best example of how to implement this.

How Will This Help?

It’s all about finding a positive way to separate your business from the pack. If customers see that you have a proven track record of providing an excellent level of service, it stands to reason that this will play an important role in their decision making process and this can go a long way towards them converting from a visitor into a paying customer.

Further Information

Footprint specialise in creating bespoke websites designed to help take your business to another level. We have been providing SEO Surrey since 1998 and if you’d like to speak to us regarding any of our services, give us a call on 01883 372488 or contact us via Facebook and we’ll be happy to talk you through your options.

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By | February 8th, 2016|Reviews|Comments Off on Can Online Reviews Be Used To Improve Conversions?

Are Online Customer Reviews Important For a Website?

Gathering reviews and feedback from customers has always been an important part of business management but with the ease at which potential customers can switch from one company to another, generating positive reviews is now one of the key methods of creating a gap between your business and your competitors.

Never Been Easier to Express Opinions

There are a huge amount of positives attached to the growth of the internet and one of the best is the ease at which people can now express their office-625893_1920opinions and a huge variety of subjects.

If you run a business, you have the perfect opportunity to tap into this by providing your customers with the opportunity to leave feedback regarding your products and services in the form of online reviews.

These reviews can either be sent directly to your website or Social Media pages, such as Facebook, Twitter & Google +, or to one of the many online directories which aggregate online reviews, such as Yelp or Yell.

How Important Are Online Reviews?

We are now firmly in the grip of the digital age and a very strong case can be made regarding the fact that online reviews have largely taken the place of word-of-mouth referrals.

A recent article by Search Engine Land found that up to 79% of people are now prepared to put as much faith on an online review as the recommendation of a friend or family member.

Such is the ease of access that potential customers have to the internet through their smart phones, tablets, PCs and laptops, it has never been easierfacebook-715811_1920 to seek out online reviews of products and services offered by various companies all around the world — including people who have used your business in the past.

Step Up or Miss Out

Put yourself in the position of a customer using a company for the first time. If they have 2 companies offering similar services/products at similar prices, they are very likely to want to draw from another variable to help them make a decision on which company to use.

More often than not, customer feedback is now this variable. The difference between being able to view other customer’s experience and taking a virtual leap of faith can turn a potential sale into a loss of business.

To find out more about how the Footprint Web Design Surrey team can help you, please give us a call on Tel. No. 01883 372488 and we’ll be happy to talk through your options with you.

By | November 9th, 2015|Reviews|Comments Off on Are Online Customer Reviews Important For a Website?
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