By Art Unlimited.
Working in the roofing industry for over a decade has allowed Art Unlimited the opportunity to identify the dead giveaways that hurt a business’s marketing. Each week, we’ll be sharing those common mistakes.
Mistake #12. Not responding to bad reviews.
This includes good and bad reviews. Good reviews are your bread and butter. Just like your certifications, they show off how trustworthy you are. What’s more, consumers are heading right for them online. People are doing more research when they are choosing a product or service. The main criteria consumers are using to evaluate your business is your reviews, and how you respond to them.
Not responding to a bad review on your website or any listings is just asking for trouble. These things can go viral very fast. Be diligent about checking your reviews, and if you do happen to get a bad one, respond to it with concern about their issue on your listing. Also offer the customer a way to email you privately or tell them to call the office and talk to you directly about this concern.
This takes the conversation off the internet where everyone can see it, allows you to get to the root of the problem by talking to the customer personally, and ensures that, publicly, people can see you are taking responsibility to correct the situation. Talking with a customer and your team about issues can deflate hurt feelings and misunderstandings.
Most customers are happy to update their review when their concerns have been dealt with quickly and professionally.
Want to see all 23 mistakes now? Download the full e-Book here.
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