Do you remember the last time you needed a service or product from a particular business?
Let’s say for this instance that you’re looking for a hairdresser.
You might’ve asked a friend, or searched Google for something along the lines of “hairdresser in Sydney”. It is very likely that the customer reviews for the business altered your decision making and helped you make a choice. You were originally just after a haircut, although a wash and blow dry deal looked too enticing to not investigate further!
Your friend’s comments about their hairdresser’s service and the quick online search swayed your decision making. What your friend told you was essentially an ‘in person’ recount of their experience. This ‘word of mouth’ review really influenced your choice and so did your findings on Google.
“What made your hairdressing experience so great?” you ask your friend. They tell you that they listened to the type of hairstyle she requested and they also made her a fantastic cup of coffee.
When you were searching Google trying to find the best deals, you came across the hairdressing business your friend recommended. Their Facebook and Instagram page pops up. You click on their Instagram page and you scroll through their pictures of hair transformations, happy customers, and hey – your friend was right, there’s even a post dedicated to treating their clients exceptionally well and they’re cradling cups of coffee whilst getting their treatments done. You scroll through the comments on their posts and you see many of their customers thanking them.
You also spot a negative comment which reads, “My hair turned green after I went swimming! You didn’t warn me about this, worst service ever, I don’t recommend this place to anyone!” The hairdresser then replies, “If you DM us we can fix this up for you ASAP – sometimes jumping into a chlorinated pool can change your bleached hair to green – don’t fret we will squeeze you in to help you out!”
This is an example of replying to a bad review or comment left on social media where the hairdresser gave a solution to the client’s problem. You’d be amazed by how many businesses often think that not replying to negative feedback or not attending to the issue will make the problem go away. This strategy doesn’t work with face-to-face issues, so why would it help your business online? It reflects poorly on your business’ customer service by ignoring or not dealing with the problem.
Sure, having a bunch of fantastic reviews looks amazing for your business, but having a few that are bad won’t ruin your business, especially if you are dealing with the negative comments.
Genuine online reviews – together with replies from the owner – can help build a solid reputation for your business and lead to more online – and offline – customers.