How To Handle Bad Reviews Online In Singapore

how to manage bad reviews online singapore

In recent times, the digital space has been characterized by intimidation and harassment on some individuals. However, this has not hindered it from becoming the ideal tool for putting your business on new levels. The internet is used to offer many services and products that used to be done by brick and mortar establishment.

A way of rating the service or quality of product that you have bought became necessary. Hence, reviews became a useful tool for customers to comment on their experience when using the services provided by a website. In spite of the positive effects achieved by reviews regarding increased ROI, they became a rampant ground for bullies and trolls who deliberately target your brand for ill motives.

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It became necessary to coin ways to distinguish between positive and negative critic so that you find a way to use the review for business growth without taking offense from vile critics. This article will look at ways you can handle bad reviews online while ensuring your physical business thrives.

Be Careful

The internet is rife with all kinds of human beings. It is crucial to take a close interest in all aspects of your online business.

Entrepreneurs abandon their online business immediately they are launched. Many forget that maintenance and not merely the development of an online business is the most critical part of starting a successful online business. Continuous skimming through your website allows you to spot clients with a reputation of negative critiquing. In the event their review border on vulgarity, you are warranted to report such characters to search engine provider for example Google.

Read Then Answer, Not Answer and Then Read

The first reaction by the majority of internet user when they are offended by a comment or a post is that feeling of exasperation as you try to draw the attention of those next to you to the offense you have been subjected to on the internet. It is not different when it comes to online business.

Online business owners are always fast in venting their frustration immediately they see a notification for Bad Reviews. It is essential to read the review before you even conjure a preconceived idea of the negative response you are expecting. After understanding the gist of the criticism, you are well placed to decide on whether or not to answer the reviews.

Research

The digital age has furnished business with unlimited storage capabilities for documents and all soft copy data a company requires to undertake its day to day activities like marketing. Every deal that you transact, purpose to back them up for emergencies like bad reviews from a loyal client.

The digital space allows you to track the transaction so that you find out the problem before you decide to reply to a review. It only emphasizes your need to correct your mistake in the eyes of your client.

Settle on Mode of Responding

Choosing a method of response can be assisted by two techniques. There is the public online responding on the review page of your website or opt for a more laidback approach like using direct messaging service on your website or personalize the experience by calling the client.

Both methods have advantages and disadvantages. An open response on your website risk portraying the picture of disorganization in your business. However, it is an ideal mode of dealing with bullies because you expose their behavior for everyone to see.

Direct messaging allows you to air your dirty laundry away from the public eye. But offline solutions risk exposing you to further bullying from the client because you are only the two of you without the backing of public opinion.

The Singapore government is strict on cyberbullying and have very stiff penalties to shield internet users from cyberbullies.

Spring to Action

Review either positive or negative reviews are best dealt with on time before the problem escalates, or client feels neglected. The timely responding to the reviews allows you to improve the optics of your business and help you improve your ROI.

The following strategies help you respond to negative criticism.

 Do not vent. Ensure your anger levels are on a check to portray an excellent picture to your clients.

 Distinguish between bullying and real problems. It helps you know whether or not to respond.

 Hit the nail on the head. Be precise, so that does not waste clients’ time.

 Appreciate your reviewers. The appreciation is essential because complaints are an indicator that adjustments are needed.

 Show concern. You can do this by asking questions and appearing interested.

 Apologize if necessary. Accept responsibility for your faults and do not accept responsibility for what was not your misgiving.

 Walk away sometimes. In many occasions, you will meet bullies whose aim is to cast aspersions to your business credibility.

In conclusion, it is vital to employ patience and level-headedness when dealing with your clients’ reviews because they are the key ingredients for making or breaking your online business. Therefore, always be careful, plan and reply to reviews as soon as possible before the negative review spirals out of control.

Author Bio

Tom Koh is widely recognised as a leading SEO consultant in Asia who has worked to transform the online visibility of the leading organisations such as SingTel, Capitaland, Maybank, P&G, WWF, etc. Recently he was instrumental in consulting for a New York-based US$30B fund in an US$4Bn acquisition. Tom is a Computational Science graduate of the National University of Singapore. In his free time he performs pro-bono community work and traveling.
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November 07, 2018

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