Web Marketing - How To Respond To Negative Online Reviews

Getting people to write reviews is a great way to increase your online visibility and boost your web marketing presence. As an independent insurance agent you want people to write reviews about the great service and products you offer. But, not all reviews are positive. If you get a negative review, never assume the best response is no response.  

Your potential customers won’t count you out based on one negative comment or review.  However, you will gain respect for your business if you respond in a helpful and positive way.  Always remain level-headed and calm and don’t let your emotions take over when writing your response. Take some time before responding and gather your thoughts. Formulate a polite response with empathy, acknowledge the customer and flip the switch to highlight your agency’s strengths.  

Know all of your review websites and monitor them daily to every couple of days. Monitoring your review websites is a great way to get customer feedback and improve your customer service.  Top review websites include Google Places, Facebook and Yelp. Respond to reviews quickly (within 24-48 hours). Never be defensive even if the customer is 100% wrong.  You know the saying, “the customer is always right” (even if they are wrong). At the end of  your response thank the customer for taking the time to share their issues.  

Reviews whether good or bad cannot be deleted. There are limited exceptions. Yelp will only make an exception if the review violates content guidelines. Google reviews appear next to your agency’s listing in Google Maps and Google Search and include compiled reviews from other review websites like Facebook. Facebook will remove a review if it does not meet their Facebook Community Standards or if the review doesn’t focus on the product or service offered by the Facebook Business Page.   

Remember when you respond to reviews, you aren’t just responding to the reviewer, you’re responding to anyone who reads the review. Your responses will give your potential clients a glimpse at how you run your agency and how your agency respects customers and clients.