Word of mouth is likely the most influential home care marketing tactic. But word of mouth can and does travel a bit differently today. The vast majority of consumers now turn to review sites to see what other customers have to say about a business. Research shows that 88% of consumers trust online reviews as much as personal recommendations, and 72% report that positive reviews make them trust a business more. Yet many in-home care providers find themselves asking, “How do I respond to a negative review?” and, “How do I get more clients to leave positive reviews?” We’ve got the answers…
How to Handle Negative Online Reviews
A bad home care agency review stands out, and it seems like those who’ve had a negative experience are the ones who make a beeline for review sites. Still, online reviews are a must-have, and negative reviews present an opportunity to build stronger relationships. Responding promptly and courteously, and offering to fix the situation, often results in a change of heart on the client’s part, as well as a change of the review! Responding right away shows customers you value their opinions and will go the extra mile to make them happy. It also shows other consumers that your agency cares about righting wrongs and satisfying customers.
Click here to learn how to get more positive online reviews for your business.