See It From Their Point of View
No one knows your agency more than you. If a client writes a bad review stating you gave her bad service, try to put yourself in your client’s shoes before you answer. Whether the service was bad or not, it’s best to empathize with your client to help make her experience better.
No Matter What… Respond
Once you’re alerted of a bad review, respond. Being unresponsive will only leave an even worst taste in the mouth of the person who wrote the review and to those who see it.
Leave your response on the bad review itself so it is clear that you’re handling the situation. Also, be aware of your tone. No matter if you’re fuming hot, you need to convey a friendly and professional tone when replying. In other words, kill ‘em with kindness. If you’re really mad, take a little bit of time (but not too much) to cool off before you respond.
Move the Conversation from Public to Private
After you’ve publicly responded, it’s time to privately contact the client. Try reaching him or her by phone, email or direct message if on social media. Reaching out to the clients who left a bad review shows you care and can go far in repairing a damaged relationship.
Cover the Bad With the Good
Now that you’ve fixed the problem, you need to focus on getting rid of the negative review that is rearing its ugly head. You shouldn’t try remove the review, but you can move it down the page a bit. How? Ask your happy clients to leave their own positive experiences on the review website.
The best way do this is with an email campaign. This helps you move the bad review down and show off why your clients love doing business with you.
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1415 Halsey Way, Suite 314 | Carrollton, TX 75007
Phone: (800) 383-3482