Branding Needs to Extend to Your Customer Reviews

No company wants to make their customers unhappy, it’s not good for any business. But even if you have the best intentions, people get mad sometimes. It’s part of life.

Negative reviews are increasingly public, and one customer’s bad experience can become a permanent fixture of your company’s search results and social pages. For home service companies, this can be challenging because your customers are looking at those pages to determine if they trust you to come into their home. A home service public relations agency like Ripley PR can help manage your online reputation by monitoring major platforms and responding to your reviewers quickly and professionally.

Bad Reviews are a Branding Opportunity

Here is your opportunity to put those value statements into action. Many business owners feel defensive when on the receiving end of poor feedback and want to discredit the reviewer. Maybe you did everything you could and ultimately the customer was unreasonable. Start your response with a statement in line with your values and speak to your intentions of only providing the best possible service to your customers.

Speak to Your Other customers

While you should try your hardest, you may not be able to turn the reviewer’s experience around. Keep your other customers in mind when you respond as they likely will be more interested in how you resolved a complaint than the context of the complaint itself.

Keep “policy” out of your response

Policies are decided by you and by relaying back to them in your resolution only communicates to your unwillingness to waiver or reconsider them if they are not serving your customer base in the best possible way. Policies change and by using them in a resolution response, it’s much like saying “I’m not listening to how this affects my customers”.

Just Apologize

Companies are often hesitant to say “I’m sorry” because they fear admitting fault could make them liable for damage and cost. Apologizing for the way an experience made a customer feel shows empathy. Sometimes empathy is all a customer is looking for in a resolution.

Ripley PR represents some of the best home service companies in the country. We know how impactful customer reviews can be to your business. We have a team of expert customer engagement specialists the help you keep your branding consistent with your customer interactions.

If you would like to know more about what home service public relations can do for you, give us a call at (865) 977-1973 or contact Ripley PR online.

Ripley PR

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