How Construction Professionals Should Handle Online Reviews Part 2
Any construction company with a website should know that a quick Google search of your company can reveal good and bad search results. As a construction business owner, you work hard to grow your business, but a bad review can impede your progress if not managed well. It is wise to seek assistance from an expert for help with reputation management, and work with a Nashville construction law firm for all your construction-related legal matters. Read part one of our article to learn more.
What to Do If You Get a Negative Review
How you respond to online reviews matters. Some construction professionals make the mistake of not responding or exacerbating a negative review by arguing with the reviewer. When you respond to an online review, your customer services skills and handling of the situation are evaluated, so you must be wise in your approach. Here are some tips for handling a bad review:
Stay calm: It can be tough to read a bad review about your company. Instead of getting angry, take the time to truly read and understand what the customer is conveying. If someone on your team is implicated in the review, discuss the issue with that person first before responding to the review.
Be positive: Respond to the review in a positive manner. Acknowledge the issue, apologize about the mistake, and make amends where necessary.
Provide your contact information: No matter how negative the review, you want to show the customer (and potential customers) that you are willing to work things out. Provide your contact information so that they can reach out to you if necessary.
Improve Your Reputation
The best way to guard your reputation is to ensure that you are providing your customers with top-notch products and services at all times. In the event that you come across a negative review that you feel is false or misleading, you have the right to protect yourself and your livelihood. The CRFA gives business owners the right to prevent reviews that contain confidential or private information, content that is unrelated to your company, and anything that is inappropriate such as abusive, vulgar, libelous, racial, or sexually inappropriate language.