Google+ Places, Yelp, Angie’s List and so many other forums are great places for consumers to research the experiences of others before they make a decision on where to buy a product or where to get a service.
But what happens when you have bad reviews?
If you don’t address it quickly, it will multiply and drive potential customers away.
One of the best things you can do is reach out to someone who leaves you a bad review (that is assuming that they have used their actually contact information) and it’s not a competitor falsely leaving reviews to make themselves look more attractive out there in Internet-land (doesn’t happen often, but I’ve seen it happen).
Delete the Negative
On Your Own Site
If the negativity is coming from a comment on your own domain, delete it.
You can make quick use of Google’s Webmaster Tools to remove the url from search results.
On Someone Else’s Site
Write them and request that is be removed. If they refuse, ask for equal time and the ability to respond. Addressing the complaints in a polite and helpful way will actually serve to build up your image further.
Outweigh the Negative With Positive
Start posting articles, posting in blogs, social networks and other forums about your business with positive themed content. Newer, relevant content that has a positive slant will push negative information further down the search results. Consider directly answering negative reviews in an article that explains why someone may have perceived something negative about your company or industry.
Another consideration is to utilize Reputation Management.
We quietly and discretely help you get your good reviews out there where they are seen.
Letting current, positive reviews overtake the negative reviews so people can see a more fair and balanced view of your business online.