How to Manage Your Fears About Local Ratings

Three Reasons Why Your Fear of Assessments is Justified

1. 1. You are right... some people's behaviour is really antisocial on the internet
      If, like the restaurant owner, you don't like reading reviews because they make you feel bad, know that you're not alone. In the online space, we often encounter extreme behaviour, whether it's comments that stem from personal conflicts or automated spam content.

Try to reinforce yourself with the following sentences:
„I admit that it is unpleasant to encounter coarse language. Such words reflect the character of the person, not mine. I build good relationships with the people I want to serve.”

1. 2. You're right... valuation platforms limit the control of entrepreneurs
      Rating platforms are designed to make a profit and rarely provide adequate support when untruthful ratings are published. Control is limited, but there is still much to learn about how to increase our control.

A statement like this can help:
„I admit that the lack of control makes me fearful, but it's a common experience. All my local competitors are in a similar situation. With learning and experience I will be able to handle the situation better.”

1. 3. You are right... your livelihood is at stake
      The reputation of a business is not a game. It's the roof of your home, the food on your table, and the care of your employees. Turning online complaints into offline solutions can give you a chance to win back customer trust.

You can say that to yourself:
„I recognise that I work hard to resolve personal complaints. If a customer complains online, I have a chance to restore their trust in the offline space. This is an opportunity to prove how good a service provider I am.”

Three Steps to Online Reputation Management

1. 1. Make a Complaint Handling Plan
      A friendly and proactive plan can reduce your fear. Train your staff to handle complaints, provide locally available assistance and simple redress options like a free replacement or refund. Read reviews regularly and respond quickly. Receiving new positive reviews helps counteract the impact of negative reviews.

   2. Consider Negative Reviews a Free Source of Information
      By grouping complaints, you can gain valuable information. Feedback can inspire the development of new products and services. Respond with dignity and offer a solution to regain customer trust.

   3. Create Spam Reporting Policies
      Learn about each platform's spam reporting policy to better manage false reviews. If the report is inconclusive, consider continuing to collect positive reviews or, in extreme cases, seek legal advice.

Ignoring online reviews is not the answer. Actively managing them can help improve reputation and increase revenue. Whether it's dealing with complaints, generating new ideas or tackling spam, all these steps can contribute to success. If you need more advice, contact our experts.