How Much Bad Reviews Cost Your Business?
Warren Buffet said “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”
Mark Gray Ask: I start managing the online reputation of the company. We have some bad reviews out there. Removing then it’s nearly impossible. How much a bad review cost the company and what the best way to prevent bad reviews?
GoBiggi.com Jay Ben Avner answers: 2015 study by Bright Local shows that online reviews influence 67.7% of consumers. 54.7% admitted that online reviews are an important part of their decision-making process.
How much will negative online reviews cost the business?
Exactly we can’t determine. However according to a study by Go Fish
1 bad review risks losing 22% of potential customers
3 bad review risks losing 59.2% of potential clients.
4 bad review risk losing 70% of potential patients.
What hurts the most, (yet it’s an opportunity) is
1. Google gives great respect to his #1 customer: the user. User-Generated-Content, Bad, and Good reviews are indexed by Google and can be displayed on top of the search page to ALL search users up to 10 years. On the other side, we successfully push service providers who actively collect reviews to the top of the search engine, said Jay.
2. A single person writing a bad review can empower old unhappy clients to write a bad review. It can gain momentum and start a trend in social media and search engines. The embracement, The damage to the company, is priceless.
How to prevent bad review?
How to prevent bad review? (Join Free live demo. Pick the day & time)
Open a managed conversation with each client during if needed or immediately after the service or procedure. It’s simple, easy and very affordable.
“We provide GoBiggi Review’s customers a streamlined, simplified solution to increasing, collecting, and managing customer reviews. Out Service provides open a conversation with the customer during or immediately after a service or procedure. If the clients have a bad review, the service provider can rectify it before it hits the social media and the internet. We invite service providers to a Live Demo that shows how to prevent bad reviews from damaging the business and use a good review to triple the business.
We recommend our Online Review clients to use the H.E.A.R.D. Technique with unhappy customers before they write and share bad reviews on social media and Google. Said Serah Chatu, GoBiggi Client Relation Manager.
What is The H.E.A.R.D. Technique?
Hear: Let the customer write you the whole story immediately.
Empathize: Show that you genuinely understand your client feeling. Use phrases like “I’d be frustrated, too.” ” I understand, and I’m sorry…
Apologize: Be sincere and apologize, even if you didn’t do or think your client is right. Don’t let ego interfere with the process or preventing bad review go online.
Resolve: Resolve the issue quickly. Make sure your employees can resolve issues. Ask a direct question: “How can I make this right?” “I am sorry. What can I do to make you rectify our mistake?”
Diagnose: Find where and why the mistake occurred. Focus on fixing the process, rather looking who to blame.
No matter what you do, you must remember: Thanks to Technology we are in a buyer market. You can reach the sky having Good Review or dive to the ground, head first, having bad reviews.