So far you should have a list of the sites most significant to your online reputation. You have grouped and arranged the list to respond to the most relevant negative reviews. After this, we looked at how to proactively minimize, get ahead of and track new (negative) reviews.
To get ahead of new online reviews you will privately ask your current candidates and clients for their feedback on your business. The question we will look at today is what to do with the responses we receive.
Treat negative feedback responses differently than a positive one
Group your negative feedback separately from your positive feedback. You will treat and leverage them differently.
This is a great opportunity to learn where you are falling short of your candidate’s and client’s expectations. Or, whether your understanding of their expectations is accurate.
Negative feedback is a great opportunity to learn where you are falling short of your candidate’s and client’s expectations. (tweet this)
A deep dive into this information can identify blind spots in your offerings, processes, and execution.
We all want to hear about how we are doing something well.
This can be a wealth of information on where you are having the larger impact, who on the team, or which branch, is representing you well and could inspire others.
Positive feedback can be a wealth of information on where you are having the larger impact, who on the team, or which branch, is representing you well and could inspire others. (tweet this)
You could find out what traits are you most positively identified with and whether this matches your expectations.
These responses are also great opportunities to build and fortify relationships and ask for referrals.
Gauging which responses are negative or positive
We recommend asking for feedback in a way that is
- Simple (questions are easy to understand and results easy to interpret)
- Measurable (responses are easy to track and compare to each other)
- Consistent (responses are easy to group and trends identified)
- Translatable (results can be compared across time and with other businesses or industries)
A methodology that fits the bills is the Net Promoter Score (NPS) methodology.
It relies on two simple questions which are applicable to any industry:
- How likely is it that you would recommend our company to a friend or colleague? Answer with a rating on a scale between 0 (Not at all likely) to 10 (very likely)
- How did you feel about your experience with us? Answer with a short paragraph
The significance of the methodology is that it will help you sort your positive feedback responses from the negative feedback responses.
You do not have to read each review to gauge its potential impact on your online reputation should it be shared. The score you receive in the first questions gives you a quick indicator of that.
Detractor (0 – 6)
Passive (7 – 8)
Promoters (9 – 10)
When you receive a negative response, follow these recommendations for addressing a negative online review. Make sure to remain pleasant and polite.
For positive responses, point the people to the list of Detractor sites we identified at the beginning of the series on managing your online reputation. This is a great opportunity to ask the person to share their feedback on these sites to offset the negative responses you received. You can as well ask them for referrals.
Make sure to share positive feedback with your internal team. Do not overlook the impact this kind of input can have on internal morale and a positive work environment that encourages future achievements.
Share positive feedback with your internal team. It can have a great impact on internal morale and a positive work environment that encourages future achievements. (tweet this)
In our next article, we will look at a number of ways you can leverage the positive responses for the bottom line benefit of your business.