Companies of all types and sizes can benefit from customer reviews. A positive review means the business has delivered on its promise to provide a satisfactory product or service. Gulf Coast Western reviews have been overwhelmingly positive.
However, some customers are less than pleased with their interactions with a business. This discontent may lead them to leave a negative review that may damage the company’s reputation. Learn useful strategies for avoiding these negative online reviews and how to handle them when they occur.
Reasons for Positive Gulf Coast Western Reviews
Led by Chief Executive Officer and President Matt Fleeger, Gulf Coast Western maintains a culture of transparency in every aspect of its operations. The company also possesses a commitment to customer service and building of long-term investor and partner relationships. These priorities have long been important to Gulf Coast Western’s success.
Many Gulf Coast Western reviews tell of investors’ and partners’ satisfaction with their investment experiences. These positive accounts have contributed to Gulf Coast Western’s A+ rating, and five-star level, from the Better Business Bureau (BBB). This is an honor rarely achieved in the oil and gas industry.
Gulf Coast Western on Why Responding to Negative Reviews Is Important
Responding to positive online reviews is an enjoyable experience. The customer is pleased with their product or service, and they want to tell everyone about it. Here at Gulf Coast Western, a happy customer likely had a good investment experience, or they have positively interacted with the company in some way, and they were pleased with the outcome.
However, negative Gulf Coast Western reviews also play a key role in the company’s growth. Although no one wants to read a critical company review, here are three reasons why obtaining this feedback is important.
Enables a Constructive Response
By objectively reading a negative review, the business has an opportunity to design a constructive response that acknowledges the person’s concerns. As a result, potential customers are likely to view the company more favorably.
Promotes Improved Retention Rates
Every negative review provides an opportunity for a positive response. That timely communication may lead current customers (or partners, in Gulf Coast Western’s case) to receive validation of their confidence in the firm. In turn, they may continue to do business with the company.
Provides an Opportunity for Growth
Businesses should always be open to new ideas that may increase their efficiency, save them money, or otherwise improve their operations. At Gulf Coast Western, transparency runs throughout every element of the company. From this perspective, a negative review simply means an opportunity for further improvement.
Gulf Coast Western on How to Avoid Negative Reviews
There isn’t a foolproof way for any company, including Gulf Coast Western, to prevent negative company reviews. By taking several concrete actions, however, it’s possible to greatly minimize the chances of less-than-positive customer feedback. Businesses in varied industries can see similar benefits from these six strategies.
Provide Top-Tier Customer Service
No matter what the industry, a company should place a strong emphasis on customer service and satisfaction. In fact, customers should be a key part of the business model. By consistently implementing this strategy, customers will be less likely to express their frustrations on the internet.
Increase Communication Channels
Provide customers with multiple communication methods. Some customers prefer email or chat, while others want to speak to a live customer service associate on the phone. This opportunity for live interaction can increase a customer’s favorable opinion of the company. In turn, they may be more willing to listen to reason if an unexpected problem occurs.
Verify Customer Authenticity
Feedback from actual customers is valuable to any business. Make sure each respondent is a current (or previous) customer and not a competitor or dissatisfied employee. To do that, use a closed review system, in which the company asks previous customers to provide reviews of their experiences with the business.
Offer a Timely Response
When a customer contacts the company with a concern, make sure they quickly receive an initial response. To do that, adequately staff the customer support center during the hours customers are most likely to need assistance. If they receive a timely initial response, they may have a more favorable opinion of the company.
Personalize Each Customer Interaction
Resolving customers’ concerns is a key part of good customer service. Effective customer service associates also add a personal touch to each customer interaction.
Instead of sending a preformatted response that may cause the customer to feel like they don’t matter, send them a signed personal note. If the customer feels valued by the company, they are less likely to post a negative review.
Deliver on Every Promise
When a customer contacts the business with a concern, make sure the customer service associate keeps their promises throughout the interaction. If they promise a callback within a certain period, they must keep that commitment. If the associate coordinates a response with another team member, the associate should take steps to ensure the customer’s issue is resolved.
Gulf Coast Western on How to Handle a Negative Review
A company’s approach to handling negative reviews plays a big role in its future customer relationships. When potential customers see the business’ positive online response, they may view the company favorably and consider doing business with them.
On the other hand, a negative response may create the impression that the business does not care about its customers. This may cause potential customers to take their business elsewhere. These seven guidelines have proven useful in responding to Gulf Coast Western reviews.
Learn About Online Review Sites
To obtain a full understanding of how review and rating sites work, the business should learn about each one’s operation. Depending on the industry, one platform’s reviews may have a bigger impact on customers than other sites’ postings.
It’s also important to consider which site’s reviews will have the most influence on the company’s reputation. Note that certain industries may have their own targeted review platforms, so gain an understanding of those review sites.
Gulf Coast Western Acknowledges the Reviewer
When a customer takes the time to leave a review (even a negative one), cordially acknowledge their effort and thank them for the response. This initial message helps to create a positive first impression and shows that the customer is important to the business.
By failing to respond to the review, the company is saying it does not care about the customer’s experience. That sends the wrong message to current and potential customers.
Provide a Concise Response
When a negative review details several specific points, the company may be tempted to respond to each one. However, this can further increase the customer’s irritation level, making it more difficult to resolve the issues.
Therefore, limit each initial response to three or four sentences. Include an acknowledgement and a sincere apology for the customer’s inconvenience. If possible, offer a constructive solution. Conclude with a personalized closing that includes the customer service associate’s name (or the first name and the initial of the last name).
Move to an Offline Conversation
After the business sends its initial response, the customer may want to continue the conversation. If so, move to a private message format or set up a customer service phone exchange.
This strategy accomplishes two goals. First, the business can more efficiently address the customer’s concern in a more appropriate format. In addition, a private exchange keeps the conversation out of public view.
Provide a Constructive Solution
Ideally, each review-related customer conversation will include a positive solution. If the company is in the wrong, the customer service associate should issue a sincere apology.
If there’s a way to make things right, the associate should take steps to do that. At Gulf Coast Western, that’s an important part of the company’s customer service philosophy.
If the problem does not have a concrete solution, assure the customer that the company will consider their feedback when handling other customer interactions. In other words, their response may help other customers to avoid negative experiences.
In a retail setting, offering a discount or coupon may be enough to get that customer to return to the store. However, it’s important to make sure they don’t have similar problems during their next interaction.
Send a Follow-Up Message
Soon after the initial conversation, follow up with the customer who posted the negative review. Make sure the issue has been resolved to their satisfaction. Finally, remind them that the company continues to value their opinion about its products or services.
Request Removal of Fake Reviews
Most platforms’ service agreements do not allow “fake” reviews from individuals who were not actual customers. The posters may have been former company employees or competitors’ employees. Prospects who decided not to do business with the company may have posted the negative reviews.
Here, the business should report the issue to the platform’s administrator. They will have the authority to remove the “fake” review from the site.
Gulf Coast Western on 5 Ways to Build a Good Online Reputation
In the oil and gas industry, performing regular preventive maintenance keeps Gulf Coast Western’s equipment in good working condition. The same philosophy applies to the company’s online reputation. Use these five effective strategies to proactively build an online presence that helps to balance negative Gulf Coast Western reviews.
Tell People How to Get in Touch
If a current or prospective customer has a question or concern, tell them exactly how to bring it to the business’ attention. Provide details on the best communication channel (e.g. a dedicated company contact or social media page). It’s equally important to guarantee a response within a short time frame.
Monitor Regular Communication Channels
At Gulf Coast Western, all communications go through the company’s two phone lines. Some companies may provide a website-based contact form. Other businesses encourage followers to contact them via the firm’s social media pages.
Regardless of the communication method, assign an employee to monitor the appropriate communication channel(s). By taking that extra step, concerned respondents won’t feel that their message has been ignored.
Participate in the Conversation
Gulf Coast Western strongly believes that resolving any issue begins with a constructive exchange. When reading negative Gulf Coast Western reviews, starting a conversation is the first step. Offering to make things right, and stating a concrete plan to do that, are also positive actions.
Remain Humble and Respectful
There’s something to be learned from every interaction. In the case of negative Gulf Coast Western reviews, responding with humility and respect is important. Patiently listen to the person’s underlying message, and objectively address those real concerns. Above all, assure the customer that they matter to the company.
Proactively Formulate a Crisis Plan
At Gulf Coast Western, it’s important to keep on top of developing problems with wells or other drilling sites. Facility managers always have an action plan in their back pockets, although they often won’t need to use it.
It makes sense to approach negative Gulf Coast Western reviews the same way. By having a crisis plan in place, it’s easier to avoid a hasty response that may not be stated in the most constructive way.
Gulf Coast Western on Ongoing Opportunities for Business Growth
Responding to negative Gulf Coast Western reviews offers an opportunity for clarification and constructive feedback. With the company’s strong customer service focus, every review provides a chance to build relationships and encourage customer satisfaction. Gulf Coast Western will continue its commitment to those ideals in its future interactions.
Gulf Coast Western: An Oil and Gas Industry Leader
Since its 1970 inception, Dallas-based Gulf Coast Western has been a leader in the acquisition and development of domestic oil and gas reserves. Gulf Coast Western primarily operates in several resource-rich Gulf Coast regions. In addition, the company continues to explore new opportunities in other parts of the United States.
Gulf Coast Western’s wide-ranging industry network is enhanced by its multiple strategic partnerships with investors. The company is the managing venturer of numerous joint ventures (or oil and & gas general partnerships).
While staying apprised of current technological advances, the company plans to pursue additional oil and gas opportunities. Each property under consideration offers substantial return potential and calculated downside risk for investment partners.
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