Today’s generation gives people more of a chance to share how they feel. Free speech is becoming more and more accepted in this day and age where the Internet is at your fingertips giving the opportunity to speak your mind more than a possibility. For websites like Trip Advisor or Yelp, people can spread whatever they want to share about a business. It could be positive news or generally really bad things they experienced at a certain company or store. The key is for business owners to realize that this could be good for them.
There is the question of whether to answer back to such questions or not. Most businesses don’t know what to do. One expert explains that in this day and age, it’s all about knowing your business in and out. If you read such a comment against one of your staff members, you could approach your staff to find out exactly what happened and whether it was the employee or customers who started such a stressful event that resulted into an angry review. This could then improve your business because then you could try to improve your company, or if it was the customer at fault, you can reply to their comment in a non-passive aggressive manner and explain what happened. The key to responding back to reviews is to not be defensive either. You need to know how to get their attention the right way and respond to negative comments with a sense of decorum.
Denise Maiatico is the vice president of a hotel business that owns three different locations: Hyatt Place in Bethlehem, Courtyard by Marriott in Bethlehem, and Holiday Inn Conference Center in Fogelsville. She spends a lot of her time dealing with reviews and checking up on her social media and online reputation.
Being aware of your situation and online reviews can help you stay aware with what is happening to your business. You need to know how to stay strong and maintain a good business and brand. The key is to stay in the know with what people are currently saying about your company.