Bad online reviews are inevitable. And despite what some people say, they matter. There is too much competition. Customers have far too many service providers to choose from. For this reason, they rely on the opinions of others to identify the engineering firms with whom they should transact.
A bad review on sites like Ripoff Report can ruin a company’s reputation. It can also affect their sales. This is why some businesses have gone so far as to sue people that have published what they consider to be unfairly negative reviews and ratings on the internet.
Tactics like this rarely end well, mostly because lawsuits are expensive and they do not always end favorably for the companies in question. More importantly, such aggressive tactics can sour a company’s image, painting them as bullies that will stop at nothing to silence critics.
There are ways of dealing with negative reviews that will protect your company’s reputation whilst also polishing your image in the eyes of the public, for instance:
1). You have to start by monitoring your reviews.
This is a critical aspect of every company’s reputation management strategy. Some people post negative reviews on sites like Ripoff Report because they have pressing matters. They publish scathing complaints in public forums because they want to draw your company’s attention towards their plight. They are convinced that shaming you in public is the only way to compel you to resolve their situation.
To assuage them, you must respond quickly, providing answers where necessary and resolving the cause of their complaints. Any delays will make the situation worse. But the only way for you to respond promptly to complaints is to monitor your reputation.
There are tools that you can set up to alert you whenever someone mentions your company. If you have a reputation management team on hand, they should scrutinize all these alerts, apprising you of any negative opinions and giving you the opportunity to address them.
2). While it is important to respond promptly to critics, you are also encouraged to apply patience.
Negative reviews on Ripoff Report are annoying. And anyone that has ever been on the receiving end of a customer complaint knows that it is very easy to respond in anger. No one likes criticism. But the easiest way to ruin your reputation in the eyes of the public is to engage in a shouting match with an unhappy consumer.
This is why you have to take a breath before you respond to online criticism. Wait a few minutes or even hours. This will give you the opportunity to produce a constructive response. Wait long enough for that first wave of irrational rage to pass. But don’t wait so long that the public starts accusing you of negligence where the concerns of your customers are concerned.
3). Do not act blindly.
When you encounter a bad review on Ripoff Report, start by gathering information. Look at other reviews. Try to determine whether or not other customers have expressed similar complaints. Some customers publish bad reviews because they have a personal bias that has nothing to do with the products or services they received.
Other people have legitimate grievances. You have to differentiate between the two. This is the only way to craft an appropriate response. Find out whether the angry reviewer is a real customer. Explore their history with your company. Talk to the people that engaged them. Try to base your response on all the information you have gathered.
Make your response personal. Do not adhere so closely to templates. People can tell that you are simply copying and pasting the same answers to every single dissatisfied customer.
4). Take a personal interest in the bad review.
If you have too much on your plate, assign the Ripoff Report review to a specific department or employee. Do not presume that someone will eventually tackle the issue. Identify a specific individual that you can trust to manage the disgruntled customer. If at all possible, resolve the matter yourself.
5). You don’t have to engage the reviewer online, and neither do you have to restrict yourself to the Ripoff Report forum in which the customer chose to publish their review.
If you have their contact information, reach out to them online. If possible, make an appointment to talk to them in person. The public doesn’t have to follow every single stage of your exchange with the customer.
It is easier to come to a resolution when your conversations are not being scrutinized by external parties.
6). Even though you are encouraged to engage the reviewer offline, you are still expected to publish a public response.
You can publish this response at the start to let people know that you have begun in-depth discussions with the reviewer. You can also wait until the end to let people know that you have reached an amicable agreement with the reviewer.
This will show transparency. It will also show potential clients that you are not afraid to tackle negative reviews on Ripoff Report.
7). Taking responsibility for your mistakes is very important.
Some companies lose face because they respond defensively to negative reviews on Ripoff Report on the internet. They are too quick to go on the offensive and to try and prove that the reviewer is at fault. However, if you believe that the customer’s complaint might be valid, take responsibility, and acknowledge that you were in the wrong.
8). Avoid angry confrontations.
It is quite easy to pick fights with negative reviewers on Ripoff Report. But this will only make a bad situation worse. Your response should be calm, controlled, and measured, regardless of how vulgar or insulting the reviewer chooses to react. You have to act like a professional. Your customers expect more from you. Do not disappoint them by getting embroiled in arguments with reviewers whose only objective is to bait you into publishing an angry response.
If you don’t know how to respond to negative reviews without losing your cool, use templates. Most Ripoff Report Removal strategies rely on tried and tested templates to diffuse heated conversations with negative reviewers. Don’t be afraid to use them. The key is to personalize them. Templates are supposed to give you an idea of the direction your response should take. You are not supposed to copy them outright.