What can you do about negative reviews in San Luis Obispo?
Businesses dealing with negative reviews in San Luis Obispo need help. Neg Norton of Search Engine Land wrote recently about negative reviews. Here is a preview of his article:
Last month, D.C. contractor Dietz Development made news when it filed a $750,000 Internet defamation lawsuit against its former customer, Jane Perez, for negative reviews she posted on Yelp and Angie’s List regarding renovation work at her home. The company claimed the reviews, which alleged that Dietz did not complete its work and stole jewelry from her home, sent customers fleeing, resulting in $300,000 in lost business.
While Dietz won an initial judgment ordering Perez to remove some of her accusations and not post other reviews while the lawsuit is pending, both the ACLU and Public Citizen have since joined Perez in defending what they say is her First Amendment right to free speech.
As we all know, local businesses face high stakes when it comes to online reviews. According to a BrightLocal study conducted last year, approximately 72% of consumers surveyed said they trust online reviews as much as personal recommendations, while 52% said that positive online reviews make them more likely to use a local business.
Below are five tips to consider when responding to negative online reviews, which take into account lessons learned from Dietz’s approach.
- 1. Prevent Customers From Being Compelled To Write Negative Reviews. You should make every effort to prevent customers from getting to the point of writing a negative review. Running a business isn’t easy, and no matter how well it is run, there will always be customers who are unhappy with the product or service provided.
- 2. Cool Down First, Then Write Private Response. As Yelp notes in a blog post about how businesses should respond to online critics, a natural response by local businesses to negative reviews is to get emotional and overreact. This often comes in the form of lengthy public responses that dive into the weeds of disputes – turning simple matters into exhaustive and humiliating “he said-she said” debates.
- 3. If Review Remains Unchanged, Evaluate Public Response. There are two scenarios where a local business may be compelled to issue a public response to a negative review. Yelp, Angie’s List, and other sites all allow for businesses to easily offer their views.
- 4. Legal Action Is Last Resort. Taking legal action should be your last resort as lawsuits are unpredictable and wins can have negative consequences. It is logical to assume that winning a court decision to have Perez’s posts removed from Yelp and Angie’s List would help Dietz restore its online reputation.
- 5. Encourage Positive Reviews To Offset Negative Reviews. Encourage customers with positive experiences to post positive reviews to balance the negative reviews. It’s much more likely for a customer with a bad experience to take the time to post a review than for one with a positive one to share their feedback.
See complete article at Search Engine Land
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