Should you worry about 

bad reviews online

Before we start

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Some stats to be aware of:

• 90% of customers say online reviews influence purchase

• 79% of consumers say they trust reviews

• 67% of consumers read on average = 6 reviews

• 73% of consumers say positive reviews = trust

6 things you need to know

1-Always reply

• Never leave bad comment unanswered

• Apologize & take responsibility• Offer a full refund or discount• Be gracious• NEVER respond negatively!

2-Keep an eye on Reviews

• Monitor your reviews once a week• Don’t let bad reviews sit out there• Where reviews are:– Google Places– Yelp– Forums– Facebook, Twitter, etc

• Schedule weekly searches of your Brand via Google Alerts

3-Good habit: ask for reviews

• Have a kiosk – make it easy• Links on your site – make it easy• Incentive: Review = Freeby• Remember: consumer read 6

reviews• No reviews is not a good thing

4-Don’t be overly positive

• Too positive = suspicious• All 5 stars?? Really?• Ask your client to be candid vs. overly

positive• What you like and what you don’t

5-No “Erase” option available

• You just can’t – don’t waste your time• Remember the 6 reviews average• Most consumers can tell a legitimate vs. phony

review

6-You have rights

Consult your Attorney Some businesses have won their

case Real complaints vs. Vicious

damaging attacks You still need to bury it under

positive reviews

Yes, We can help!

• Google Places• Yelp• Facebook Page• Google Alerts

Call Pinki today at (561) 272-8567

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