Fake Review? Real Review?
Either way, the Outcome for your company and your customers is the same. The only thing that can make a world if difference is how you respond and showcase your Restoration Company online.
Getting a bad review feels like a punch to the gut, but responding the right way is like landing a knockout blow for your brand. The best way to respond to any negative review is by keeping it positive and showcasing that five-star customer service approach.
What do you do when you get a negative review for your restoration business? There’s a good chance that if you run a restoration business long enough that you’re going to get these negative reviews. And we talk about responding to reviews all the time on these videos and on our website and blogs. But what do you do when you get a negative review?
Well, your first instinct is probably to want to get on there and hammer them and yell but I’m here to tell you, you can’t answer that way. The best way to answer somebody when you get a negative review, whether it’s fake or real, is that you need to respond in a very customer service and positive way, no matter what they’re saying.
For instance, if somebody complains about your service, you need to respond to that with, ‘Hey, thanks for your feedback. Here’s why we believe our service is great, and here’s what we’re going to do to improve your experience. Call us anytime so we can make this right.’
That is the best way to respond to any type of review. Always shed your company in a positive light to make sure that your online reputation maintains the highest level. We’ll talk to you soon.
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Benjamin Ricciardi is the founder of Ironclad Restoration Marketing, A digital marketing agency that specializes in the Restoration and Cleaning industry based in South Florida. Benjamin is the author of The No Bulls**t Guide to Internet Marketing for Restoration Contractors and hosts The Restoration Rundown Podcast, a podcast that is focused on everything related to marketing and owning a Restoration and Cleaning Business. Connect with Benjamin and Ironclad Restoration Marketing on social media for the latest tips and tricks on how to grow your Restoration Business.