Online Reviews – How can I Manage these for my Business?

With social media platforms being the main form of advertising for businesses, it is much easier for potential customers to do their research about your business, to see what you have been up to and to leave reviews about your products/services.

For the most part, these reviews can be positive but there might also be situations when they are negative, which might have an impact on your business.

Some helpful tips to manage your online reviews include (but are not limited to) the following:

• Have a moderator for your review platform who regularly checks any posts made about your business’ products/services;
• Don’t make any statements about your business that are false and/or misleading and remember to remove any statements that could be false or misleading, should they come about;
• Establish clear rules for users of your social media page/s and ensure that you block users who breach these rules;
• Respond to negative responses tactfully (i.e. acknowledge the concerns raised) and suggest to move the conversation offline. Once an issue has been resolved, you might then choose to summarise an outcome of a concern raised, where you are able to do so.
• If you simply don’t want to use a review or testimonial function, you may choose to disable this option (depending on site).

Click here to read more about managing online reviews on the Australian Competition and Consumer Commission (ACCC) website