Does Your SEO Company Know How to Best Use Google My Business?
You already know all about the importance of Google, Los Angeles. There are books that have been written about how to stay in the good graces of the search engine giant. In essence, Google is why SEO companies exist, and while there are other services, like Bing, that get their share of the search engine market, Google remains firmly on top, and that doesn’t seem likely to change soon.
They have also come up with all sorts of features that can help your company, and Google My Business is by no means the least of those. If you have hired an SEO company to help you with your online presence, Los Angeles, then one of the tasks you may have assigned to them is setting up and running a Google My Business profile.
Setting up the profile is relatively easy, but does your agency also know how to respond to negative feedback? They should, because doing so in an inappropriate fashion can be poison for your online credibility. Here are tips for responding to negative comments that people have left about your company.
Be Delicate
When someone speaks ill of your physical location or one of your services or products, your SEO company shouldn’t get defensive. They should never attack the reviewer directly, nor should they share any personal data about them. Instead, they should suggest that the reviewer contact you so that the matter can be addressed and hopefully resolved.
Investigate
Once you hear the customer’s side of the story, investigate to see if it has any credence. If one of your store employees is mentioned by name, for instance, speak to that employee to get an idea of what happened. It could be that the customer was unreasonable, or it might be that there is some credibility to what they said. Don’t discount their claims without following up as best you can.
Be Honest
When you’ve conducted your investigation, it’s appropriate for you to get back to the customer and let them know your findings. If one of your employees was in error and handled the situation poorly, you can be contrite. However, you needn’t take responsibility for an occurrence that was not your fault.
Apologize
If it is appropriate to do so, next you should apologize, Los Angeles. If you can think of something to say that demonstrates empathy and compassion, that would be best. You’re trying to appease the customer so that they will reconsider their comment. Be sure to add your initials or your name at the end of the apology to let the customer know you’re a real person and that this has not been an automated response.
If you can stick to this formula, you should get the reputation of a business in Los Angeles that cares about its customers. If it’s your SEO company that is responding to these negative comments, you ought to give them clear instructions as to what they should and should not be doing. You certainly want to avoid alienating anyone and getting a bad online reputation.