Comments on: How to Boost Online Reviews for Your Business (And Deal With the Bad Ones)

By: Tenfold Team

Tenfold Team — Mon, 24 Apr 2017 02:39:42 +0000

Customer reviews are pretty tricky to deal with especially when you got irate customers posting at every review site just to tell about that one same experience. Sadly, it does give an impact to customers who read them. But you’re entirely correct here, Len. Getting good reviews and trying to get rid of the bad ones require a lot of work. It should first start with giving the best possible customer experience – whether it’s a simple inquiry or a complicated troubleshooting – the company should try their best to give the best service. However, we can never stop bad reviews. Like you mentioned, sometimes, we don’t meet the customer’s needs or standards and that’s inevitable. So it goes back to still (and always) giving the best customer experience.

By: Matt Prados

Matt Prados — Thu, 20 Apr 2017 19:31:40 +0000

Great points on how to get and handle reviews, and businesses need to take action on this post. With Google Beta Testing ads in the maps 3 pack section with the reviews and now Facebook is jumping on that bandwagon and rolling out a Beta test of its own I just wrote a post about that here https://www.reviewwave.com/reviews-getting-even-relevant/ Reviews will continue to become more relevant!

By: Sachin Kaundinya

Sachin Kaundinya — Sat, 08 Apr 2017 12:20:31 +0000

Great article, Len!

I love Gary’s example, and I have been following that mantra of not getting defensive.

Whenever we get a bad review, I always get on call with the customer the next morning. What I found out was most of the time it’s just that they were having a really bad day. After I apologize and offer to give a full refund, they’d feel bad and delete the reviews themselves. And some of them have refused the refund as well, because they weren’t expecting us to even care.

Sometimes all it takes for us is to say sorry.

By: Gigi Rodgers

Gigi Rodgers — Wed, 05 Apr 2017 08:05:37 +0000

Whenever I have to send another email to a customer person to try to get a response, I always include a gif.
Screw it, in just about every email where I’m asking for anything, or just saying “hello” I will “gif-out” that email.

By: tkobaid

tkobaid — Tue, 04 Apr 2017 15:22:37 +0000

Love actionable advice like this. Great post guys, thanks.

By: Damien Adler

Damien Adler — Tue, 04 Apr 2017 14:58:36 +0000

Hey Len, Another great article. Thanks! On the topic of user experience there is a bug in the Groove Support widget that means it doesn’t work for users on Edge or IE. You can see it on your website too http://prntscr.com/escq7m. Lesley from Groove Support acknowledged it was an issue in Oct last year but when I requested an update recently she said it wasn’t something you guys had been able to get to yet. I haven’t been able to get any further response from Groove Support about this or when it will be resolved. It is something like 25 or 30% of people who still use IE or Edge so it means for your customer these users are likely not be able to access Help Articles, Chat or Contact Us etc via the Groove widget. Is there any ETA available on when this can be addressed? An update on this would be great. Thanks again, Damien

By: Chris Romero

Chris Romero — Tue, 04 Apr 2017 14:51:11 +0000

This is an incredible write up and really helps business owners focus on what they need to do – give their clients great service! I will be sharing this post with many of my clients and friends.