In today’s marketplace, consumers often seek out online reviews and recommendations when they need a product or service. With the development of websites like Yelp and reviews being integrated into Google Search, it’s easy for a couple of negative reviews to have a large impact. This is especially the case when they are seeking healthcare services, including home care. As such, online reviews can either make or break franchising businesses. Keep reading to learn how you can save your franchise’s reputation in the wake of negative reviews on the internet.
Identify Fake Reviews
Before you can improve your ranking on a review website, you have to know how to tell the difference between a valid negative review, and a review that’s solely meant to tarnish the reputation of your business. Fake reviews serve to harm your business without a way to reach a resolution. Fake reviews are ambiguous, and oftentimes short. These reviews can even be blank, with only a star rating. You may be able to refute these reviews if you contact an administrator of the website; thereby improving your rating.
On the other hand, valid reviews state a specific concern or issue that a client experiences while engaged with your business. Say, for example, that a client has concerns with a home care provider who doesn’t show up on a regular basis. A review stating this can be addressed to alleviate these concerns.
Address Concerns Immediately
A client may use review websites to share specific concerns they have about their experience with a business. If your business receives a negative review online, one easy and efficient way to reach a better outcome is to address the issue immediately. For example, if a client is sharing that a home care provider from your franchise neglects to arrive on time or often forgets to administer medication, this can be easily addressed. And, when resolving an issue quickly, it is a win for both your business and your client.
Make Things Right
Great customer service is a hallmark for any successful business, especially when business’ owners use it to make things right. As the owner of your business, you can reply to a negative review to ask for more detail so that you can follow up with a solution.
In the case of a home care provider who is often late and forgetting to carry out vital job duties, a complimentary service credit and/or a new home care provider could be assigned. For most clients, a good faith effort to make things right will go a long way. Oftentimes, they will update their review to let others know about the great customer service they received.
Client Review Campaign
A great way to boost your rankings on review websites is simply to ask current clients to post a review about their experience. Many businesses automate this as a part of their standard operating procedures. This can be through a text message or email with a link to provide a review, or it can be an automated phone call from your customer service department. Either way, you’re likely to collect positive reviews from a review campaign.
Reviews on businesses can either bolster or break down their reputation. When franchising businesses receive negative reviews, it’s imperative that the owner address valid concerns and attempt to resolve them. Owners should also try to get fake reviews removed if possible. Finally, businesses should engage clients in a review campaign to develop a positive reputation online.
If you’re ready to open a home care franchise with A Better Solution In Home Care, contact us today!
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