Pest Control Marketing: The Right Way to Handle Negative Reviews Online
A bad online review is more than just a blow to your ego. It could have an influence on your future sales or leads. The fact is that you cannot make every customer happy, even if you run your pest control company by the books. There is always going to be someone that is dissatisfied with your pricing, service, demeanor, or something else along those lines. The question is, what do you do when they try to taint your online reputation?
The guide below explains the right way to handle bad reviews online so you can recover from this experience and move on.
Contest the Negative Review (If It’s Inaccurate)
If the customer placing the review is lying, you may be able to reach out to the review site and request the statement be removed. In most cases, the site will pull the review down temporarily to give the customer a chance to respond to your contest. The customer may be required to provide proof of service by way of a receipt, credit card transaction, or a more detailed description of the experience. If the site finds the review to be false, it will remain off the site for good.
Important – Do NOT Contest the Review If It Is Accurate
If the person genuinely had a bad experience with your pest control company, don’t flag it as false. Use some of the other suggestions below to resolve matters instead. The reason why you want to avoid this is because in many cases, the customer will have a chance to add to their review once it goes up live again. If you falsely flagged their comment, they will have even more bad things to say about your company online.
Reach out to the Disgruntled Customer
If you know who wrote the review, you could reach out to the customer to see if you can resolve matters. Perhaps you can agree to perform a set of services for free or provide a discount on future services. If you have not done so already, you may complete a refund for the money the person spent with your company. By making a disgruntled customer feel validated, you may be able to get them to re-evaluate their review online. They may not be able to pull the comment down, but they can provide a follow-up for future readers to look at. When people see that you truly care about your customers, they will be more inclined to work with you.
Respond to the Bad Review
If you cannot work things out with your customer, you may be able to respond to the bad review through your company account. Make sure you are in fact logged in as the company, not a personal account you use. Apologize for any problems the person talked about in the review, even if it was just a simple misunderstanding. Write in a calm, professional manner that represents the high-quality standards your pest control company upholds.
Don’t Make These Mistakes
Fans of the show Kitchen Nightmares were shocked when the owner of a failing restaurant called Amy’s Baking Company lashed out to angry customers online. He not only called the reviewers hurtful and obscene names, but he also proceeded to make threats against anyone who dared to say something negative about his establishment. This is NOT the way to respond to a comment, even if the person is blatantly lying about the event.
Approach each situation with the highest level of integrity and humility possible. Think about what your future customers will want to see, not what you want to say to someone you didn’t get along with. The more professional you can be about this situation, the better your chances are of coming out ahead after a bad online review.