Negative Online Reviews

04 May VIDEO: How to Respond to Negative Reviews

Posted by: Matt Jones

Hello, and welcome to WebPunch's School of Online Reputation Management. I'm your host and teacher, Matt Jones, and today we'll be discussing a topic that invokes fear, anger, and sometimes panic from business owners. Yes, we're talking about negative online reviews. This is a subject that if it's not handled properly can definitely negatively impact your business and hurt your online reputation. We're gonna give you a few tips on how to handle these pesky suckers so that you guys can really shine online.

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17 May When Following up with Customers Goes Too Far

Posted by: Matthew Van Deventer

When does following up with your customers go too far? Probably when it’s arguably become some form of harassment, or just downright annoying! Don’t kill your online reputation over one review.

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02 May In Your Corner: How to Respond to Reviews on Yellow Pages

Posted by: Karin Siccardi

We are Rachel Noel and Karin Siccardi and we are part of WebPunch’s Review Response Team. The two of us spend our days responding to online reviews and we are thrilled to be able to share what we’ve learned. Today we'll be talking about responding to reviews on Yellow Pages so sit back, relax and enjoy the YP show.

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05 Mar How Online Reviews Have Been Used to Take Down Businesses

Posted by: Matthew Van Deventer

When it comes to online reviews, most of the time we remain positive as we discuss the benefits that come when businesses start paying attention to online reviews. But what happens when consumers use the online sphere as a resource to take down a business as a part of a political or social movement? Yikes! These instances aren't always easy to find, but they happen.

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07 Nov Dealing with the Threat of Negative Reviews

Posted by: Matt Jones

I have to admit that even recently, I have threatened people. There wasn’t any talk of placing their prized stallion’s severed head next to them while they slept or anything. I didn’t grab them by the lapels and slam them into metallic lockers like a high school bully. No, I threatened to leave a bad review for their business online. I know, I know, I’m not always a shining example of a composed consumer when I feel like I’ve been wronged by a company.

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11 Jul Should Business Owners Appeal Negative Reviews?

Posted by: Karin Siccardi

Calling all Business Owners, Franchise Owners, Marketing Managers, CEOs, Operations Managers, Agency Owners, Administrators, well….you get the idea.

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12 Apr UNITED AIRLINES: How to NOT Treat Customers, Kill Your Reputation

Posted by: Matthew Van Deventer

On Monday, United Airlines gave the world a great example of what NOT to do to your customers: have armed guards drag them away.

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09 Feb How to Guide What Your Customers are Saying: Be Open. Be Genuine.

Posted by: Matthew Van Deventer

It’s hard to admit when we’re wrong. But sometimes, that’s just what customers want. When responding to negative online reviews, particularly those one and two-star reviews, take down your guard and don’t be afraid to say something like, “Hey, we screwed up. We’re sorry. You made us realize it, and for that we are changing. Thank you.”

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18 Aug Don’t Skimp when Responding to Negative Online Reviews

Posted by: Melissa Hall

Don’t Skimp on Responding to Negative Online Reviews, Acknowledge Them

Just a handful of negative reviews, even among thousands of positives, can bring down your average rating. Eighteen one or two-star ratings out of 20,000 positives will leave your business rated at a three and a half or four. While four stars may sound pretty good, it’ll have others wondering what those lower ratings were all about. You, as the business owner, need to tend to those negative reviewers head on and bring them back.

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11 Aug When a Negative Review is Posted, This is Not the Time to Hide, but Own It.

Posted by: Melissa Hall

Handling an online firestorm of negative reviews can seem like the last thing you want to do. Online business and reviews may not be your forte, especially if you are of the proponents of letting your great service/product/staff do the talking. The problem with this strategy? 88% of consumers trust online reviews as much as they do personal recommendations, and at least 66% of consumers check online reviews before trying out a business. The many ways you can handle things when the Proverbial s&%t hits the fan.

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