For roofing companies, getting high-quality roofer leads is a top priority. With a growing number of potential customers depending on online reviews as a significant part of their decision process, positive online reviews are essential. These numbers from B2B SaaS Reviews support how crucial online reviews are:
- 82% of B2C customers consider reviews as more authentic than marketing claims.
- 32% of B2C customers consider high review scores more important than discounts, loyalty points, and free shipping.
- Over two-thirds of all online shoppers read one to six online reviews before purchasing.
These numbers illustrate how positive reviews can impact your customer’s purchase decisions. Now, how about negative reviews? Are they the end of the world? Considering the numbers below, this is not necessarily the case:
- According to Search Engine Journal, customers expect a response to a negative review quickly (within seven days).
- According to Podium, 56% of customers change their perspective on a business based on how businesses respond to a review.
Responding to negative reviews can also be an advantage for your business. According to Exploding Topics, 75% of companies don’t respond to negative reviews. As a roofer, negative reviews can help your business gain trust with potential customers if you address them properly.
Respond Quickly
Negative reviews are a call from your customers to take action on a negative experience quickly. Responding quickly is an unmistakable expression of sincerity and commitment to customer satisfaction.
- Ensure you have email alerts set up to notify you when you receive online reviews on any platform so you can reply quickly.
- Assign someone in your company to reply to any positive or negative reviews.
Acknowledge the Problem
Remember that the customer is always right, even if they are wrong. Also, remember that auto-reply software can’t solve all the problems. As a business owner, you are best positioned to understand what the customer sees as a problem and reply accordingly.
- Acknowledge the criticism and thank your customer for bringing the issue to your attention.
- Issue a statement committing that your team will be taking action to resolve the issue quickly.
Thank Your Customers
Even if customers leave a negative review, they have parted with money for a roofing service after all. Remember that your customers also took time to write a review and should be acknowledged.
- Start with a reply thanking your customers for trusting you with roofing service.
- Replying quickly with a positive note shows potential customers that you value them.
Offer a Viable Solution
Though, generally, most negative reviews are about employee behavior, many negative reviews received by roofing companies are more “technical.” These might be about price or the quality of work.
- Know the story behind the complaint. The issue might have resulted from an unforeseen event, such as a supplier’s late deliveries.
- Provide reassurance that the unpleasant experience is an isolated incident.
- Review what happened. A breach in your standard operating procedure might have resulted in faulty work. Accountability in every step will enable you to pen an objective and professional reply.
Offer Apologies, Don’t Be Emotional
Always remember that reviews are about the customer’s experience. Even if an apology is not warranted, give it. A straightforward apology can diffuse the negative experience and help your customers take back their negative reviews.
Use This as an Opportunity To Engage Your Customers Privately
Don’t let negative reviews start a lengthy back-and-forth online skirmish. These threads will surely ruin your business. Use the tips above to craft objective and humble replies while inviting your customers to discuss the matter privately so you can craft a specific solution for their problem.
Takeaways: Turn Negative Reviews Into Opportunities
Negative reviews are bound to happen, even for well-run roofing companies. Being prepared to manage negative reviews is as crucial as garnering positive reviews, as most of your potential customers will read reviews, positive or otherwise, including your replies. By following these effective communication strategies, you can further rebuild trust, showcase your commitment to customer satisfaction, and enhance your online reputation.
To learn more about enhancing the health of your online presence, Contact WebPower at (213) 317-7184 for a free website and digital marketing audit. WebPower offers excellent value for local roofing businesses, helping them boost their online presence, generate leads, and grow their business.