When you’re deciding which restaurant you want to try or where to stay for your next weekend getaway, what’s one of the first things you look at? Reviews, right?  

No? Well, you definitely should. How else are you going to know if what they advertise is legit? (Four stars and up only, please!) While there are a whole host of reasons reviews empower you as a consumer, they can also empower your business.

You see, there is this helpful thing we call “review management,” and it’s a brand game-changer.

Review Management—Your Brand’s Make It Or Break It

If you’re wondering what review management is, you’re not alone. Simply put, review management is exactly what it sounds like—managing reviews your customers share about their experience with your brand. 

Whether it’s through Facebook, Google, Yelp, or another industry-specific platform, this is the place your consumers flock to get insider info from your customer base. Responding to reviews allows you to thank your customers for their support and right any wrongs that may have led to a negative experience with your business. 

So, Why Do Reviews Matter To Your Business? 

Let’s get straight to the point. Reviews matter because people make their consumer choices based on reputation and credibility.

Consider this: if you’re researching which company you want to remodel your bathroom, would you use the company with an active social media presence and 50+ 5-star reviews highlighting their attention to detail? Or would you choose the company with no reviews or recent activity since 2016? (Ahem, I think we all know the obvious choice.)

Let’s take it a step further. Are you going to choose a company with positive reviews or a handful of recent 1-star reviews claiming the business overcharged them or didn’t finish the job? 

Yep. Reviews matter. The good ones are earned, and the bad ones tell everyone else to steer clear. 

Turning A Negative Review Into A Positive Experience

So what if you dropped the ball? What if your employee had an off day on the same unfortunate day your customer is having a lousy day (maybe a family member is sick or they just got written up at work) right before they interacted with your business? Then, said customer leaves an awful review that poorly reflects your business. 

Here’s the truth—every business makes mistakes. But, when you get a negative review, consider it an opportunity to correct the situation. This is where you really do get to “manage” your reviews. You can respond kindly and professionally in the review thread and try to make amends through free services or discounts. 

You might be saying, “Well, that’s a lose-lose. They left a negative review, AND I gave them a freebie!”  Well, you’re in this for the long game. When other consumers read your humble replies to that negative review, they can see how you handled the conflict. And when you handle it well, especially with an unreasonable negative review, you actually build your credibility and trust. 

Reviews are something a business earns, and it’s just as important to manage these reviews, positive or negative, as it is to run your business in a way that earns you positive praise for all to see.

How To Take Control of Your Reviews

Ready to make those reviews count? (High five!) We’re here to help you do just that. Here are some quick, simple things you can do to manage your business’s reviews effectively.

#1: Identify Key Platforms

Know where the chatter for your business is happening, and make sure you’re following the action. Is it Google, Yelp, or another industry-specific platform like Airbnb?

#2: Claim Your Listings

Take control of your business profiles to ensure accurate information is available to your consumers. 

#3: Create a Strategy

Determine your plan. Who will respond to reviews? How often will they check? Then, set guidelines for handling the negative reviews as well as the good ones. 

#4: Respond Promptly

Stay on top of those reviews! Thank happy customers and address concerns from unhappy ones quickly. Remember, a little humility and grace go a long way in correcting a problem. 

#5: Encourage Reviews

Don’t be shy! Ask satisfied customers to leave feedback and make it easy for them.

#6: Analyze Feedback 

Use insights from reviews to improve your products or services.

#7: Showcase Positivity

Have some raving reviews? Great! Show them off. Use them in your marketing materials to attract new customers.

When You Need A Brand Partner, Our Pack Has Your Back

Review management can truly make or break your brand in the consumer world. However, your brand’s presence can also stand out through data-backed strategies that promote your unique brand story and boost ROI. We are all about giving you the tools you need to put your brand on top.  

Here at Primitive, we love showcasing your brand’s best qualities. And we aren’t afraid of tackling the hard challenges that come with negative reviews. If you want a partner to manage your reviews, our team will bring our brand finesse to work for you!