Message Thread:
Social media
2/23/18
As the 21 century marches on social media is getting very important
The question you get a negative review but its not true leave alone or attack
I didn't use last name this is a delicate subject
2/23/18 #2: Social media ...
Turn the other cheek is the correct response at times, not on this time. I don't think attack is the correct word though. Thoughtfully, gently dismantle the criticism.
2/23/18 #3: Social media ...
Tweet storms sure don't work for the President. What media is it and how serious is the accusation? It's going to be very difficult to change anyone's mind, you know, "close the barn door after" situation.
2/23/18 #4: Social media ...
They said we walk off the job that they had to finish the kitchen themselves , didn't follow time line
The first part is probable the worst thing to say about a contractor
2/23/18 #5: Social media ...
I take it back, based off your half ass reply to the question asked of you I would recommend you do not fight it. Punctuation and complete sentences matter, especially when you are asking for someones else's time, wisdom or money.
2/23/18 #6: Social media ...
I agree with the approach that a tactful, high ground, response, is the best solution. But as stated, it would be best for it to be well crafted and written in a decent manner otherwise you just make yourself look worse.
The "attack" comment is what scares the heck out of me about social media. I have watched local business be completely ripped to shreds in a single-post-fueled fire storm that rages for days only to have the business explain the truth of the situation and the OP was completely off in their complaint.
Its hard to fathom the damage done by a single event like that for many businesses.
2/23/18 #7: Social media ...
Attack is the wrong chose of words .I never promoted reviews which I think was a mistake .
In Europe you can ask for negative comments [MEANING NO PROOF] to be removed
But not in North America .
The problem with the cabinets guys is were the last to leave .Not making excuses for home owner [its an ignorant comment I never walked off a job in 27 years] .The 30 something generation seem to be demanding
I'm just curios of experience I know its something you don't want to promote.
30 years ago a review would never happen in a newspaper they the newspaper would fact check
2/23/18 #8: Social media ...
Website: http://dunphyco.com
Gentlemen let's stay on topic, let's assume that someone else is going to be writing the response(s) and that Kevin is seeking only to establish a strategy.
Rich C., the medium is Facebook and the accusation is severe, essentially being accused of walking off the job, low craftsmanship, and missing timelines. All of the aforementioned claims can be proven to be wrong through e-mail chains, minus quality as this is subjective.
Let's also assume the client had stopped responding to e-mails, did not return products that are belonging to the company, and owes their final bill.
What would you folks do?
http://www.woodweb.com/cgi-bin/forums/business.pl?rev=819679
2/23/18 #9: Social media ...
On these type deals you want to answer, otherwise you leave a vacuum.
DO NOT ATTACK THEM, promote how many positive reviews you have, how many jobs you have done, how long you have been in business, Anything positive about your company (and truthful).
That's it you cannot control whack jobs, the best you can do is promote you company.
2/24/18 #10: Social media ...
Once you have responded tactfully and completely to the bad review, the next best thing you can do is get as many of your happy clients, past present and future, to leave positive reviews. If the only mention of you on the web is negative you are toast, but if only one review is negative compared to dozens of positive reviews, and you show class, understanding and competency when you respond to the negative review, you can mitigate the damage.
We had a similar experience on Angie's List when a client lost touch with reality and left us an F rating. Fortunately we already had several dozen A ratings and I made sure to acquire many more as quickly as possible. I had a couple potential clients tell me they called us based on how I responded to the negative review. Most reasonable people realize that there are unreasonable people out there, and that any business will run into one or two from time to time. It's how you handle the situation that makes the difference.
BTW you should also respond to any positive reviews, even if it's just a short 'thanks for the great review'. It helps people who are researching you feel a more personal connection.
2/24/18 #11: Social media ...
What was that old saying, a happy customer tells 5 people, and unhappy one tells 50. I don't see how not finishing the job could open to interpretation. How can being the last contractor on the job be of any consideration to the work done? Besides, the countertop guy is the last out. I still say you can't win at this point, just go back and make it right. Make it right with the customer and you don't have to worry about a bad review. I've never run into this situation, never had anyone not satisfied when I was done.
2/25/18 #12: Social media ...
Thanks for the response ,we will get more reviews .Also I repeat WE DID NOT WALK OFF THE JOB
The problem with this business is the home owner is put in a position of being the boss ,they are not ready[lack of experience] for that kind of responsibility
2/25/18 #13: Social media ...
Website: http://closeted.com
I have lots
Of
Great
Reviews on Yelp, Facebook and others. I have had a few over the years that weren’t good ones. Most of the time, we have not met the expectations that we have set with the customer and it is our fault. Step 1 for me is to step back and take a breath. Normally we get worked up into a right or wrong issue and I’m always right and they are wrong. 2 nd step is to reach out personally and discuss the issue and what it will take to make them happy. That review will cost you THOUSANDS of Dollars, so when they want something that you can fix for $100 bucks it’s worth it. The real important thing is to put yourself in the clients shoes. Don’t do this in email or in social media, pick up the phone and call and meet them on the job. Don’t bring up the review as the reason your doing it. When you agree on what the remedy is ask them to do the right thing and update the review.
Or you can do nothing and you own that review FOREVER
3/1/18 #14: Social media ...
We should all be familiar with the Dunning-Krueger effect, which is why we prefer not to give people a megaphone through which they can offer ill-informed or plainly incorrect commentary.
We once had a scathing review on Angie's list and I wrote a very factual point by point response. The Angies list guy told me it was the most professional response to a negative review he had seen.
Step one is to try and reach out and correct the issue. If that fails, I would consider ignoring it or put your side on the record.
https://en.m.wikipedia.org/wiki/Dunning–Kruger_effect
3/1/18 #15: Social media ...
Thanks great response I love the Read its true .They the customer think they have the power of life or death over your company its dark As for the other response of never having a problem I go long times with nothing .I think doing 4 jobs at and volume its a given to get a complaint Also a must read article
Toronto Sun Article
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