Today, your business’s online reputation can be your strongest asset or your biggest liability. This is especially true in Orange County, where small businesses are largely supported their local communities. From Montgomery to Middletown, how you engage with customer reviews can significantly impact your business.
It not only effects how others view your business, but positive reviews can help your website rank higher in search results and in Google’s business listing results.
Below are the different types of reviews your business will encounter, and the best practices for handling them.
Understanding the Impact of Reviews
Online reviews are more than just feedback on your Google Business Profile, Facebook page, or Yelp account. They’re a direct line to your customers’ thoughts and experiences. Positive reviews can boost your business, drawing in new customers. Negative ones, however, can deter potential business if not handled correctly. In closely-knit communities like those in northern Orange County, even one review can make a big difference.
The Good: Celebrating Positive Reviews
Got a great review? Great! Now don’t forget to respond.
A simple “thank you” to customers goes a long way. Always acknowledge positive feedback. It shows you value your customers and their input.
Leverage Positive Feedback
Use positive reviews to your advantage. Feature them in your store or share them on social media. Tagging local landmarks or using local hashtags can increase your visibility in the Hudson Valley.
Encourage More Reviews
Happy customers are your best advocates. Encourage them to share their experiences. This can turn one-time buyers into repeat customers. If you have a restaurant or cafe, have a QR code printed near the register that links to your feedback page. (We can help you set that up.) If you are a professionals or service business, follow up with customers by email or text.
You should respond to all reviews, and report reviews that appear fake or abusive.
The Bad: Handling Negative Reviews Gracefully
Quick, professional responses to negative reviews show you’re committed to customer satisfaction. Address the issue, offer a solution, and invite the customer to discuss it further offline.
Whatever you do, don’t ignore negative comments! Make sure you address each and every one of them with a personalized response.
Turn Feedback into Opportunity
Negative reviews actually have a silver lining, as they can often point out problems that you might know about. Use them to refine or improve your products or services. When you reply to the review, mention what you plan to do. This shows you’re listening and willing to make changes.
The Ugly: Dealing with Unfair or Fake Reviews
Not all negative feedback is legitimate. Sometimes competitors will leave fake feedback, or pay someone else to do so. You can often tell a fake review because it sounds… fake. There’s usually little detail or the facts just don’t sound right. They review may come from way out of your services area. For example, a bad HVAC review from California is probably not legitimate when the company is based in Orange County, New York.
If you encounter fake or unfair reviews, report them to the platform.
Stay Professional
No matter how unfair a review may seem, keep your response professional. This maintains your business’s integrity and shows potential customers that you handle criticism well.
Conclusion
Your approach to managing online reviews can set you apart from your competitors and help you rank higher in the local business listings. By engaging with reviews—good, bad, or ugly—you show that your business values customer feedback and is committed to excellence.
By adopting these strategies, you can turn reviews into a powerful tool for growth and customer engagement.
Want to know where you stand with reviews, put in place a review program, or improve your online reputation? Get a free website analysis and see where your business stands today.
