Negative Google reviews can be tough to read or deal with, especially for the field service companies that always need trust of their customers. Be it plumbing service or HVAC contractor, one bad review is enough to offset the pile of 5-star reviews that you struggle to attain.
However, if properly managed, negative reviews can be used to assure your customers that you are the best in the industry, satisfy their needs, and turn them into loyal advocates for your business.
Some companies even buy Google reviews from reputable providers to address the increasing number of negative reviews. However, this blog will look at other ways to manage negative Google reviews and ensure your field service business stays in business.
Once the negative reviews start mounting without the proper response, you risk losing business credibility, customer trust, and future revenue. Strategies that follow are key for turning negative Google reviews into positive ones for field service business, including:
Businesses should not delay responding to customer complaints, especially if the experience is terrible. A prompt response reflects the importance one ascribes to customer feedback and the seriousness one attaches to resolving the issue with customers.
A timely response helps in problem resolution and communicates to your potential customers that you are proactive. You should try to reply within 24 to 48 hours at the latest. This reassures the customer and others reading the review that their experience is essential to you.
Customers can always tell when you're just copying and pasting a generic response, and quite often, that sounds insincere. Meanwhile, a tailored response shows that you care about the customer's unique experience.
Adding a personal touch only evidences how you have taken time to understand their concerns. For example, say, "Hello [Customer's Name], we are sorry to hear your account of how the technician failed to turn up on time last Tuesday."
Empathy relieves tension and helps to build rapport. For instance, consider a customer's perspective when responding to negative reviews and put yourself in their place.
Acknowledge their feelings and let them know you can understand how frustrating situations can get-for instance, "We completely understand how frustrating it can be when things don't go as expected, and we're sorry for any inconvenience caused." Empathy humanizes your brand and often changes a negative into a positive.
The sad thing is not all reviews are genuine. Some are from people, so-called trolls, or even your competitors wanting to bring you down. If this is the case, don't waste your time responding. Flag the review in Google as inappropriate-this means following their process to remove it.
However, encouraging a malicious reviewer often has the opposite effect and may build a bigger platform than they should have. If it's unmistakable spam or isn't relevant at all, simply flag and monitor rather than respond.
When customers voice their complaints, they are not just speaking their minds but in search of a solution. After showing empathy, balance your response toward solution-finding.
Offer to directly fix the problem with a refund, remake the service, or in some other way compensate. In this manner, you fix not only the immediate problem but also prove that you value customer service.
Review management can get quite hectic, especially when running a field service business. Reputation management tools come in to help you monitor reviews across varied platforms with an instant response. Such tools further notify you of any new review for immediate action.
Some popular tools include Google Alerts, ReviewTrackers, and Birdeye. They can also provide data on common complaints, enabling you to identify trends and actively resolve recurring issues in your service delivery.
Sometimes, appeasement involves giving the disgruntled customer a discount on future services or a small token of your apology for the headache. This isn't only about being accountable in ensuring the resolution of the issue but also about building future business.
For instance, when addressing a complaint: "Thank you for bringing this to our attention. We would like to give you a 10% discount on your next service as a token of our commitment to making things right." It is a small price to pay in loyalty with one customer and avoidance of further negative reviews.
It's important to monitor how your negative review management efforts are faring. Check your online reviews-both positive and negative-regularly to find out if your responses are really working as they should.
For the most part, Google My Business and reputation management tools will have analytics that show you how customer feedback trends over time. These will help you refine your approach to handling reviews in the best possible way.
Here are examples of common negative reviews in the field service business and how one could respond to them:
"Hello [Customer's Name], we are sorry to have kept you waiting for our technician's visit. We respect the value of your time and strive to improve our scheduling process so this does not happen again. If you would, please let us hear from you so we can offer a solution to make it right."
"Hello [Customer's Name], we are very sorry to hear that the repair did not meet your expectations. We take pride in our work and would love an opportunity to correct this for you. Please contact us directly, and we will arrange a visit to sort this out at no extra charge."
"Hello [Customer's Name], We are sorry again for the misunderstanding of our pricing. We always try to make estimates clear, but we will be very glad to explain the charges in detail so that you are comfortable with what is expected. Let's get in touch and make things right.
"Hello [Customer Name], sorry to hear about your experience with our technician. This is not to the standard we hold ourselves, and we will be addressing the issue internally. Please reach out so we can make up for this lapse in service."
"Hello [Customer Name], please accept our sincerest apologies for having failed to show up. That is not how we operate, and we will look into what went wrong with the appointment. We'd appreciate the opportunity to reschedule at a time that's convenient for you."
Bad Google reviews can be a kick in the teeth, but they needn't be the last word. It's all about how you respond to them and deal with them, really.
You can remain calm, show empathy, and try to solve the problem, turning unhappy customers into loyal advocates and showing future clients that you mean business when it comes to customer service.
Remember, it is never about removing all negative reviews; instead, it's about managing them rightly. Other than these tips, you can extend your visibility on Google by being among the first pages of Google with the help of genuine service providers such as Buyreviewz.
