With so many uncontrollable factors out there that can harm your business, why make not responding to your customers one of them. That is entirely in your hands and your control, and yet, is something that some business owners take for granted on a daily basis. Now although one cannot avoid all the negative stuff that may be said about your business or its products and services online, you can take decisive action to remedy the situation, and that is the best action to take. Sitting back and doing nothing is probably the biggest mistake one can make, and you will end up paying for it in the long run. Now although avoiding negative comments are difficult to ignore, getting onto your keyboard all angry is not the way to go. It is good in that negative comment; you just have to find it. Listening to what they have to say is going to help you better serve their wants and needs, and solve the pain-points that they are feeling.
Now with all that being said, one must be aware of those fake and fraudulent reviews that do come up. Bad and fake Google reviews need to be figured out first, and if found to be something that it is not, it should be removed as quickly as possible, flagged as inappropriate, and reported. It is good to be aware that there are some people out there that just want to make life tough and are generally difficult people. These reviews need to be scanned and adequately analyzed to ensure you are getting the correct results when it comes to your reviews. Here are some steps to remove a Google review.
Risks of Ignoring Your Customers
Not paying attention to what your customers are saying about your business is only going to do your business harm. Your customers have a lot to say, and they should be treated with respect and appreciation, after all, they are the ones paying your bills.
Losing to the Competition
Without the necessary interaction and response to customer feedback, your loyal customers are not going to be so loyal anymore. No responding to their feedback is assured to drive them to the competition. Someone that values what they have to say and acts accordingly. The view and opinion of your customers, new or old, should be held in the highest regard and treated with the utmost care and respect. Consumers are fickle creatures and do not like to be treated unkindly. They will gladly take their business and spend their money on the competition.
They Don’t Come Back
Statistics have shown that on average, unsatisfied customers will not return to a business for at least two years, while those more affluent families tend to stay away for good. Now can your business afford that? In this dog-eat-dog world, gaining and retaining customers is a hard-fought effort and not one that should be retired lightly. Once you have gained a loyal customer, keep them, and treat them like gold. Once they have a repeated bad experience, it is highly likely that they will not be coming back. People like to spend their money where it is appreciated.
Who are they telling?
It is a fact that when people experience bad service, they are more likely to tell people than when they have a good experience. Keep this in mind the next time you choose not to reply to a dissatisfied customer. Never underestimate the power of word of mouth. Losing a customer before they have even had the chance to try you out speaks volumes about what you are doing wrong. A bad experience that resonates throughout the community and does your business harm is something that can be avoided if you act fast and with kindness.
The long-term damage that will be caused by not replying to customer reviews is no mystery. It cannot do your business any good to ignore the bad and not be grateful for the good, as these customers of yours are choosing to make you their business their first destination. So be kind and open to their thoughts and feelings, and not make it their last visit their final visit.