Top Website Design Features for Homebuilders: A Guide to Digital Success
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Why are people looking at reviews? People are social creatures, and therefore we are strongly influenced by the choices our peers make. For example, if you’re trying to decide between two restaurants and one is busy, while the other one is empty, you will likely choose the busy one. It doesn’t matter if the food is actually “better” or not, we typically assume the restaurant with more patrons is the better choice.
This is the power of social proof.
Social proof comes in many forms, including testimonials, statistics, and reviews. While testimonials and statistics can be handled relatively easily, online reviews can be more complicated because they involve communication with a human’s emotional experiences.
“Ah, this was amazing!” or “Damn, what a major letdown.”
Reviews will show your new customers what they can expect when making a purchase or doing business with you. It is crucial to handle these reviews (good or bad) in a professional, understanding tone that will satisfy the customer who left the initial review and impress future customers that see your response.
The following tips will improve your ability to interact with customers leaving reviews online.
Positive reviews showcase the promoters behind any business, and it is important to acknowledge their positive feedback.
Note: The last step is contextual to the type of review, but it can be as simple as:
Negative reviews can seem discouraging and can be crippling to a business’s online reputation, but dealing with negative reviews doesn’t have to be hard. In some cases, they can be leveraged as a marketing tool to show that despite a bad experience, your business cares and will do what it takes to make the situation right.
Note: Do not use your business name or the names of your staff in negative review replies, as you do not want these keywords coming up in future online searches.
Trolls want attention, plain and simple. Their only goal is to get you angry and frustrated, which can sometimes make responders say or do unprofessional things.
To deal with troll reviews…
Whether it’s a good review, a bad review, or even a troll review, it is crucial to be tactful, compassionate and understanding when dealing with your customers online. Be honest about the situation and always remain calm. If you find yourself stuck and at a loss for the right words, try to put yourself in your customer’s shoes. Imagine what YOU would like to see in a response, and how the situation should be handled from their perspective.
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