Nowadays, the workshop’s presence on the Internet is essential. In fact it is for any business that wants to consolidate in the area, have a loyal clientele or attract new customers who are simply looking for a workshop in the area and ours is the best positioned. And one of the most valued rankings these days is the score left by customers on the Internet, mainly on Google. Generating trust, demonstrating that the services we offer are of quality, fair treatment… are advantages of having positive reviews. But what about the negative reviews?
Every workshop may at some point have a dissatisfied customer. For many reasons, some not even dependent on the centre’s good or bad performance. So you have to know how to deal with those online negative reviews, in order to turn that comment around and, at least, make sure it does not affect the decision of another future client who is considering our services.
In general, two temptations should be avoided. The first is to avoid ignoring it and wait for another positive review to counteract it. And, second, responding in an unprofessional or inappropriate way, regardless of whether or not the negative comment may or may not be justified or written politely way. One attitude will be as bad as the other.
The response, moreover, should not be immediate, because this would imply that it has not been analysed or assessed with a certain objectivity. So digital marketing experts recommend starting the response by thanking the comment poster and explaining that every opinion is important to improve, whether good and bad.
At this point, there are two possibilities: either the workshop considers that the customer is right or largely right or, on the other hand, that the criticism is unjustified. In the former case, you should explain the workshop’s version, describe the steps being taken to resolve the incident and, if deemed necessary, compensation in the form of a discount for an additional service or product, as a goodwill gesture for the damage caused.
But if the workshop considers that the criticism is unfounded, the company’s policy and compliance with the terms of service must be explained politely and respectfully. If the customer reiterates his negative perception of the problem, it is advisable to leave a record of the situation, since other customers may value such actions positively. In short, it is a matter of trying to turn a negative opinion into an opportunity for improvement and the desire to create a good image and generate trust in other customers. No one is exempt from this type of comments, neither good nor bad. Being present on this type of platforms has two sides of the coin. And you have to know how to deal with tails.
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