1. www.BeyondIndigoPets.com
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Turning Negative Reviews into
Positive Experiences

3. www.BeyondIndigoPets.com
Objectives
Discuss:
Benefits of handling negative reviews
Best practices in reaching out to a
disgruntled reviewer
Most strategic message to convey
Do’s and don’t’s of responding publicly
How Beyond Indigo can help

4. www.BeyondIndigoPets.com
Benefits of Handling Negative
Reviews

5. www.BeyondIndigoPets.com
Benefits of Handling Negative
Reviews
According to a study done by American
Express, about 25% of the people who
have a bad customer service experience
go to a social media site to post about it,
BUT 80% of those posts are ignored by
the companies.
http://bit.ly/1fXmwQ5

6. www.BeyondIndigoPets.com
Benefits of Handling Negative
Reviews
The same study found that about half of
customers give businesses one week to
respond to a question or complaint
before moving on.
http://bit.ly/1fXmwQ5

7. www.BeyondIndigoPets.com
Benefits of Handling Negative
Reviews
Appropriately handling negative
reviews:
Helps you keep your current customers
Markets your excellent customer service
Provides feedback for business improvement
Provides feedback on customer wants and
needs

8. www.BeyondIndigoPets.com
Best Practices in Reaching Out
to a Disgruntled Reviewer

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Best Practices
Cool Down
Call
Private Message
Public Post

10. www.BeyondIndigoPets.com
Strategic Messages to Convey

11. www.BeyondIndigoPets.com
Strategic Messages to Convey
Andy Beal ~ Radically Transparent
“Most people complain because they feel like
you don’t care and they had no other way to
get your attention. They want an apology. Be
sincere and transparent about how the
mistake happened, and explain what you’re
doing to make sure it never happens again.”

12. www.BeyondIndigoPets.com
Strategic Messages to Convey
The 1-2-3 Message
1. You care about their pet – the Mama Bear Effect
2. You care about the client – let them save face
3. You want to make things right.

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Dos and Don’ts of Responding
Publicly

14. www.BeyondIndigoPets.com
Dos and Don’ts of Responding Publicly
If you cannot get through to your client by
phone or email or if your attempts at
resolving the situation are not working, you
may need to post a public response.
BE NICE
You are now posting for the general public

15. www.BeyondIndigoPets.com
Dos and Don’ts of Responding Publicly
DO:
Respond promptly – about half of people
will move on if their question or concern is
not addressed within one week.
DO:
Apologize – even though it probably isn’t
your fault or at least not completely.

16. www.BeyondIndigoPets.com
Dos and Don’ts of Responding Publicly
DO:
Try to move the conversation offline –
Request the client call you.
DO NOT:
Try to prove you are right.
DO:
Give the benefit of doubt.

17. www.BeyondIndigoPets.com
Dos and Don’ts of Responding Publicly
DO:
Ask for help – have an uninvolved person
check your post BEFORE you put it up.
DO:
Evaluate your roll in the issue and make
changes as needed.

18. www.BeyondIndigoPets.com
How Beyond Indigo Can Help

19. www.BeyondIndigoPets.com
How can Beyond Indigo help?
Claiming, updating, tracking, and
responding to reviews can be very time
consuming.
Beyond Indigo offers several types of
supportive programs
ORM Programs
Review Monitoring
Contact us for more information!

20. www.BeyondIndigoPets.com
THANK YOU for attending!
Ann Pearson
ORM Specialist
ann@beyondindigo.com
877-244-9322 ext 322