TURN YOUR REVIEWS INTO SALESBy Betsy A. Decillis,

Betsy A. Decillis Consulting, LLC

What are we going to accomplish?

• Who am I?

• Where are people talking?

• Negative Comments

• Positive Comments

• Questions

Betsy A. Decillis is…

Betsy A. Decillis is…

Fill out your profiles

• Make sure contact info is correct

• Add inviting language

• Include any photos

Be Truthful In Your Profile

How to Prevent Negative Comments• Awesome Customer Service

How to Prevent Negative Comments• Provide an off-ramp

What should you do when someone complains?

• Make sure you are mentally ready to respond.

• See this as an opportunity to win back a customer.

• Find the positives.

• What can you do better?

What should your response include?

• Thank you

• I’m sorry

• An invitation to come back

• An email address and/or phone number

Smoke Shack

Smoke Shack

Trolls

Via Cali4Beach on Flickr

Trolls

Why should you respond?

• You’re making relationships.

• You can create ambassadors.

• You have content that you can share elsewhere.

• It helps the great comments rise to the top.

What should you include?

• Thank you

• Probing questions

• An ask to use content

Then Use that Content

• Share it on your social networks

• Include it in printed materials

• Properly attribute

• And say thank you!

THANK YOU!

Betsy A. DecillisBetsy A. Decillis Consulting, LLC

betsy@badconsultingllc.com