In today’s hyper-competitive marketplace, your reputation isn’t just important—it’s everything. With consumers trusting online reviews as much as personal recommendations, businesses can’t afford to ignore the digital word of mouth. According to Yell Business, “reviews not only improve communication and customer service but also lend credibility to your business, acting as social proof.” This is especially vital for newer companies trying to establish themselves.
Online reviews are becoming their own content format, popping up prominently in search results. Google Business Profile (formerly Google My Business) showcases star ratings and even snippets of reviews, making them a crucial part of the customer journey. But let’s not overlook the SEO side of things. As the 2017 Local SEO Guide ranking factors study revealed, “reviews are one of the most important local ranking factors.” The sheer number of good versus bad reviews influences your position in local search results, as does how quickly you respond to them.
The 6 Types of Reviewers and How to Deal with Them
1. The First-time Reviewer
Only about 63% of consumers have left a review for a local business, meaning many people still haven’t felt compelled to share their thoughts. When you encounter a first-time reviewer, remember that their feedback carries weight—whether positive or negative.
How to deal with them: Appreciate that they felt strongly enough to leave a review. If it's positive, celebrate your team’s success! If it’s negative, assess the validity of their claims. Your response should clarify any miscommunications while outlining how you’ll address the issue moving forward.
2. The Serial Complainer
Serial complainers are seasoned reviewers who have a long history of leaving negative feedback. They often have high expectations, which can make them challenging to please.
How to deal with them: Stay calm and measured in your response. Acknowledge their concerns and avoid making excuses. Remember, this reviewer is likely to continue the conversation, so think carefully about your approach.
3. The Direct Communicator
Direct communicators are straightforward and expect a prompt, personal response. If they’re dissatisfied, they want to address it publicly rather than privately.
How to deal with them: Be clear and concise in your response. Avoid being overly wordy or defensive; instead, focus on acknowledging their feedback and detailing the steps you’ll take to make things right.
4. The Storyteller
Storytellers craft detailed, narrative-style reviews, often weaving in personal anecdotes. Their accounts can provide valuable context, but they can also be critical.
How to deal with them: Take your time when responding. Make sure to address their points thoughtfully, without resorting to a lengthy or defensive retelling of your side. Maintain professionalism, as matching their tone may backfire.
5. The Sharpshooter
Sharpshooters keep it brief and to the point. Their reviews may lack polish but get straight to the heart of the matter.
How to deal with them: Keep your response concise and clear. Use short, straightforward sentences that reflect their communication style without being dismissive.
6. The Faker
Fakers are the bane of any business—individuals who leave one-star reviews without ever using your product or service. Often motivated by competition or personal grievances, their fake reviews can significantly damage your reputation.
How to deal with them: Don’t rush to respond. First, verify whether they have any ties to your business or industry. If the review appears false, consult resources like BrightLocal to navigate the removal process, all while continuing to gather genuine positive reviews.
We’d Love to Hear Your Thoughts!
What types of reviewers have you encountered? What tips do you have for responding to them? Share your experiences in the comments below!
In a digital world where visibility is everything, GMB Fox ensures your business isn’t just online—it’s the first choice customers make. Let us handle the complexities of digital marketing, so you can focus on what truly matters: growing your business.
Comentarios