Blog Layout

Negative business reviews can have a distinct bright side

August 21, 2020

Use these unfortunate online posts to display your excellent customer service

“I've had a perfectly wonderful evening. But this wasn't it.” - Groucho Marx

Razor-sharp criticisms like that have been around for a long time. What’s new, though, is that they can appear online in front of millions of potential eyeballs. And what’s even worse, they can show up in online reviews about your business.

Not that all negative reviews are barbs and deft insults. Far from it. Some contain constructive criticism, delivered tactfully.

But some don’t.

So, how should your business deal with this downside of the online review, an otherwise positive marketing tool?

First, remind yourself that the presence of a negative review isn’t all bad. A disapproval in the midst of glowing accolades gives your reviews an air of authenticity. If people see nothing but the loftiest compliments throughout, it can convey an impression that you’ve stacked the deck with reviews from family and friends. A negative review wipes away that perception.

Besides, who hasn’t seen a long, long list of five-star reviews with that solitary one-star review dropped into the mix? What do people usually think of such reviews? Often, it’s this: Everyone else seems happy but there’s always that one person committed to being unhappy no matter what. In other words, it sometimes says more about the reviewer than the reviewed.

But there’s another reason negative reviews aren’t wholly bad. For one thing, they give your business an opportunity to display excellent customer service in the public square, in front of everyone. For example:

“We regret very much that we didn’t meet your expectations and we’d like to make it right for you. Please forward your contact information and we’ll get in touch with you immediately to resolve this issue. We’re committed to making and retaining satisfied customers above all else.”

That’s a positive message. It conveys a great impression.

Not that you always have to respond that way. Sometimes, the review is unreasonable, presenting a version of a business interaction that is inaccurate to the core. In those cases, you can respond tactfully:

“Thanks for the review. However, what you have stated here is not consistent with our records. You ordered a Bismark palm tree and signed for it when we made the delivery. Our sales professionals never indicated that you could expect coconuts to grow on this tree, nor would they. We regret that you’re disappointed in the tree and we would be happy to discuss how we might resolve this issue to your satisfaction. We will be in touch.”

In this statement, you’ve shown the online world that you’re the reasonable one and that the reviewer’s criticisms were unwarranted. You’ve also demonstrated a willingness to go an extra mile to satisfy even a belligerent customer. But in these types of interactions, be sure not to reply in kind: Don’t breathe fire against a fire-breather. It will only make you look defensive, and that’s not a good look.

Just remember to follow up with these as quickly as possible. Never ignore them, because they usually don’t go away. In fact, disregarding them can make a piece of your customer base go away.

< Older Post Newer Post >

Mail

Community-oriented businesses should have a profile on Nextdoor

By ZCorp PRDigital • February 21, 2025

In today’s digital age, having a strong online presence is essential for any business that depends on the surrounding area for its customers. While major platforms like Facebook and Instagram offer broad reach, community-oriented businesses can benefit immensely from a presence on Nextdoor —a hyperlocal social media platform designed specifically for neighborhoods. Here’s why your business should be on Nextdoor: 1. Direct access to local customers Nextdoor connects neighbors and local businesses, allowing you to reach a highly targeted audience in your immediate area. Unlike other platforms that serve a global audience, Nextdoor ensures that your business is seen by potential customers in your community who are most likely to engage with and support you. 2. Builds trust and credibility Trust is essential in a community setting, and Nextdoor fosters a sense of authenticity by verifying users’ addresses. When locals recommend your business through word-of-mouth posts and reviews, it establishes credibility and strengthens your reputation. 3. Encourages community engagement Community-oriented businesses thrive on relationships. By engaging with neighbors on Nextdoor, responding to inquiries, and participating in discussions, you can foster stronger connections and develop long-term customer loyalty . 4. Offers free and paid promotion options Nextdoor provides organic ways to connect with your audience through community posts, as well as paid advertising options to further extend your reach. This flexibility allows businesses of all sizes to find an approach that suits their budget and goals. 5. Enhances Word-of-Mouth Marketing One of Nextdoor’s most powerful features is its recommendation system. When satisfied customers endorse your business, their recommendations are seen by neighbors, providing a trusted form of organic marketing that can drive more foot traffic and sales. 6. Ideal for Local Service Providers If you run a neighborhood-based business—such as a restaurant, home repair service, pet care or real estate agency—Nextdoor is an invaluable tool for connecting with nearby residents who need your services. By establishing a presence on Nextdoor, community-oriented businesses can enhance their local visibility , build trust, and foster deeper relationships with customers right in their own neighborhoods. Don’t miss the opportunity to connect with the people who matter most—your local community!

Want a loyal community around your brand? Build one!

By ZCorp PRDigital • January 27, 2025

In today’s competitive landscape, building a loyal community around your brand is essential for long-term success. A strong community fosters brand advocacy, enhances customer retention, and creates a foundation for organic growth. But how do you turn casual customers into devoted followers who champion your brand? Let’s explore key strategies to cultivate a loyal and engaged brand community. 1. Understand your audience The first step to building a loyal community is understanding who your audience is. Conduct surveys, analyze customer data, and engage in social listening to learn their preferences, pain points and aspirations. By gaining a deeper understanding of your audience, you can create tailored experiences that resonate on a personal level. Pro tip: Use tools like Google Analytics , social media insights, and customer feedback forms to gather actionable data. 2. Develop a clear brand identity Your brand identity is the cornerstone of your community. A clear and consistent voice, mission, and set of values help customers understand who you are and what you stand for. Authenticity is key; people are more likely to align with a brand that feels genuine and relatable. Example: If sustainability is a core value for your brand, showcase eco-friendly practices in your operations and marketing materials. 3. Create valuable content Content is a powerful tool for building and nurturing a community. By sharing insightful, entertaining, or educational content, you can provide value beyond your products or services. Blogs, social media posts, videos, and podcasts are excellent mediums to connect with your audience. Actionable tip: Focus on solving problems for your audience. For instance, a skincare brand might share tips on maintaining healthy skin during seasonal changes. 4. Engage consistently on social media Social media platforms are ideal for fostering two-way communication. Be sure you respond to comments. Get involved in online conversations. Interact with your audience members and they’ll feel more in sync with your brand. Hashtag power: Encourage customers to use branded hashtags to share their experiences, making them feel like an integral part of your brand’s story. 5. Reward loyalty Show your appreciation for loyal customers by rewarding their support. Loyalty programs, exclusive discounts and personalized offers can make customers feel valued. Additionally, recognizing community members publicly can strengthen their emotional connection to your brand. 6. Host events and experiences Bringing your community together through events—whether virtual or in-person—can deepen relationships. Webinars, Q&A sessions, product launches, or even casual meetups create opportunities for authentic interactions and foster a sense of belonging. Hybrid idea: Offer a mix of in-person and virtual options to make your events accessible to a wider audience. 7. Empower brand advocates Encourage satisfied customers to promote your brand. Word-of-mouth referrals and testimonials are powerful ways to grow your community organically. Provide tools and incentives for advocates to share their positive experiences with others. Implementation: Launch an ambassador program where loyal customers receive perks for promoting your brand. 8. Listen and adapt Building a loyal community is an ongoing process. Pay attention to feedback, monitor trends, and be willing to evolve. Customers value brands that listen to their needs and adapt to meet their expectations. Feedback loop: Regularly ask your community for input through polls, surveys, or direct messages. Conclusion Building a loyal community around your brand takes time, effort, and a genuine commitment to serving your audience. By understanding your customers, staying true to your brand identity, and fostering meaningful connections, you can create a community that not only supports your brand but also propels it to new heights. Start implementing these strategies today, and watch your community grow into a powerful force for your business. For businesses seeking to strengthen their marketing, Z Corp offers expertise in creating tailored strategies and driving results. Call us today at (321) 213-1818 or email info@zcorppr.com .