Online Reviews

Let’s face it.

Living in the digital world can be awkward to say the least. And having a BUSINESS in the digital world can be downright challenging.

Prior to Social Media, consumers made their purchasing decisions based primarily on recommendations from close friends, t.v., newspaper outlets and whatever other local business’s were recommending.

Now, those “close friends” can include opinions from people that haven’t even met!

Online reviews are essentially viral because of the web of social media. Each person has a personal reach of approximately 500 people on their social media outlets – and each of those people another 500. This web can mostly work in your favor – but what do you do when a disgruntled client decides to go rogue and start posting negatively about your business?

Unfortunately, what we see out in the world is owners who respond DEFENSIVELY and put the blame fully on the client. Are there nightmare clients? YES. But did you fall short in your delivery of product or service to make someone upset enough to write about it online? YES.

You need to be willing to swallow your pride and LEARN from this opportunity to adapt your business to grow and become even better.

You also need a go-to script. This is a template that we use for our clients that has worked extremely well. Most of the time, leading clients to a one on one conversation directly with the owner of the company can help to deescalate the situation. Most people just want to feel heard out.
Our most successful business’s that we work with will always follow this up with a COMPLIMENTARY  offer – regardless of what happened. I know that that is hard but remember that you created your business to help people and solve needs – always go back to your mission statement in these times and try to create a solution that supports that mission.

POOR REVIEW TEMPLATE

 “{First name}, thank you for taking the time to share your feedback! Our mission at {your company} is to provide {mission statement}. We clearly fell short of this with your experience. I would love the opportunity to speak with you directly and come up with solutions together. Please contact me directly at {phone number}. I look forward to speaking with you, {owner name}.”


Here’s what it looks like for us!

“David,

Thank you for taking the time to share your feedback! Our mission at Wolf & Rabbit Marketing is to empower small business owners to feel confident in how their brand is represented online. We clearly fell short of this with your experience. I would love the opportunity to speak with you directly and come up with solutions together. Please contact me directly at 813-404-5276.

I look forward to speaking with you, Ren Altizer.”


This is a REACTIVE solution.

But what can you be doing to be PROACTIVE about your reputation online? We have 

10 Social Media Posts that can Boost your Reputation

We’d love to send it to you – simply complete the form below.

Here’s to being open, having a strategy in place and making your company the best it can be – starting right now.

Happy posting!

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