7 WEBSITE MISTAKES TO AVOID BEFORE EVEN HAVING ONE

No one ever said getting started online was easy – but we’ve all seen a few disasters in our time.  Some of the ways in which we start out on the web really do us no favours whatsoever – and while some of these factors can be fairly easy to spot, a lot of them go unnoticed, astonishingly regularly.  Let’s take a look at seven of the biggest ways you can really set yourself back before you really get started.

 

Avoiding Your Homework

Too many people are keen to jump straight in and build a catch-all website and fill it with content that appeals to a wider competition – this really is doing yourself a disservice.  What you should be doing is plenty of research – honing your online presence to a specific need an audience to capture their interest and to provide them with a one-stop shop.  Don’t just guess – do your homework.

Avoiding Any Planning Whatsoever

This is a big one – plans do matter, and when it comes to ensuring that your business and brand survives online, you’re going to need to know where you want to go and what it is you want to do.  This is essential for communicating with web designers as well as your prospective clients – build yourself some goals, set yourself some targets and be ruthless – reward yourself at the small milestones but for your own sake, think big – don’t do this on the fly.

Letting a Website Fester

Yep – one of the biggest ways you can truly shoot a website in the foot before getting started is leaving it to its own devices.  You’re not going to start ranking highly for keywords people are searching for on Google unless you partner with a professional who knows what they’re doing, or at least work on it yourself – Anyone can rank “rent elephants in Ipswich” but if no one is searching for it, it is not SEO or marketing. 

Keeping Your Network Tight

You’re likely to be tempted to market your brand and your social media to your family and friends – this makes sense particularly if you’re just starting out and are unsure about what you might be doing – but you’re going to need to start branching out and approaching people who are beyond your network to get long-term success to come to you.  Facebook isn’t being particularly kind to businesses right now with regard to proposed changes to the News Feed – and you should take advantage of really branching out.

Working With the Wrong People

This goes for all walks of life and work – but work with toxic people who are more about their own success and less about yours and you’re only going to dwindle.  Partner with firms and professionals who offer genuine support – build mutual relationships for long-term success! You want the right men, not yes men! (or woman). 

Poor Money Management

When you’re promoting yourself online, you may be tempted to leap into something like Facebook promotions – but a lot of these social media campaigns – the funded ones – aren’t as simple or as cut and dried as something like Pay Per Click.  Facebook promotion, where you pay a premium for a few added likes or shares, can have a habit of getting a little bit out of grasp – so be careful!

Taking the Cheap Route

Spending less now on what might be getting sold as professional SEO for a bargain rate might sound worthwhile, but long term, you’re in for a world of poor results.  Cheap, poorly-realised SEO is hardly worth the money you fork out for – go with reputation and a firm that has a cast-iron plan – don’t be afraid to invest more in getting factors such as your long-term SEO sorted out sooner rather than later – or you’ll be paying for it in the long run. Found a website for £50 for your new e-commerce store? Are you sure the exact same template hasn’t been used in 163 otehr websites? Will it grow with your business? 

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SEOmers is a Suffolk based SEO and Marketing Company. We're known for straight talking, no fluff approach about website performance. If you would like a chat about your website, please do get in touch on "01473 760140"

Did you know that we send out monthly tips and tricks via email? No selling, No marketing. Just quick tips on how to make your online performance work better. SEO & Marketing Email List Here

Do you want to see some of our latest reviews from clients who have great success by working with us as a team.

Suffolk Business Stars. Yes we ranked it

So yes.

Suffolk Business Stars Edit – This post is at least a year old. We deleted the site shortly after this post. We’ve had a lot of feedback from people thanking us, they have managed to work out who can really do what’s right for their business. Just because someone sells something, it doesn’t mean they can do the job. 

We did build a website called suffolkbusinessstars.com. We have been asked why we kept it a secret; we did not.

When we built the website, we left a couple of tell-tale signs and signals to show who built the website. We purposely left signals easy to find for the people who may be a bit more technical about web design, marketing and web development.

However, the one thing we have not publicly said is why we took the time, which was less than 10 minutes to build the site.

The website was ranked on the first page of Google UK within six hours

It had a verified Google maps listing within 12 hours. It was found without us telling a single person about the website being or going live. The site was found organically and shared on Facebook, LinkedIn and Google plus. The website was also mentioned on a few business communities and websites, without us telling a soul. People found it, shared it and talked about it for us.

We had no less than 20 private messages on Facebook about the website, around ten messages on LinkedIn and a few from Twitter. The website also received nearly 1000 hits from various sources according to Google analytics. We have also taken on two clients and sent out three proposals due to this website. You have to admit that is rather impressive results from a low-quality site but with a strong message.

The website goes against everything a small number of web gurus in the group Suffolk business stars keeps shouting about, purely to talk the talk.

The website is slow to load, barely has any content and is mostly written in something called JavaScript. Google and other search engines are not massive fans of using JavaScript, although they have got better at dealing with it. The site is not optimised properly on all mobile devices. It was on purpose, yet it still ranked in Google and people are still talking about it, two weeks later.

According to Google themselves the keyword search “Suffolk business stars” only has around 20 searches every 30 days on its search engine. We generated over 1000 visits to the website by using less than 150 words within five days for around 5 pounds which is the average price for registering a domain name. +10 minutes of our time.

As you can see the website is also a single page that will never change.

So we did this purely to prove the point that you do not always need a full-blown website, with lots and lots of content and any other buzzwords, combined with these all in one amazing web packages, which rarely perform. People will not ‘just come to you’ if you have a website and only that.

All you need is a strong message, product or services that people really need or care about.

So hopefully if you are a business owner reading this, you will start to question the following things.

Can my web company honestly do SEO, build my website and bring customers to it for such a tiny fee? More to the point will your cheap website end up costing you thousands of pounds in sales? Can your web company really deal with your marketing, hosting and improve your conversion rates? Can they prove it?

Think of it like this. Just because you have a shop with a big sign, it does not mean you do not have to market your business to the next street, town or county. Your website is never 100% finished, your marketing should never run out of options, and you should never stop wanting more sales.

We do not directly offer design, hosting or web development but we do market websites. We do bring new customers to you. We do help you convert old customers better. We do get other websites talking about your business and your website. That is what we do and have proven

Just because the all in one package provider has a massive audience, sometimes not quite honest reviews and able to talk the talk, they might not be able to walk the walk and bring customers to you. They may even completely wreck your outdated looking website which could very well be doing better than you thought but your new web company simply hasn’t researched at all. Read this

This case study, we use the term loosely is not against web designers, web developers or any other Internet marketing companies. We work with many graphic designers and web builders (from SBS) on a day-to-day basis and ones that not only generate amazing websites but performing online businesses. This article and the points made are simply against the all in one package that rarely do anything at all, except empty bank accounts.

We have been a member of Suffolk business stars for over five years. We have seen a change from a business community to a source of often bad and low-quality information that sometimes has a negative impact on local businesses. It is free for all where people often recommend their mates, networking groups or people that they heard were good.

We have commented on bits of advice that we have seen in the group to find our comments have simply gone missing.

All we are trying to do is to show that services with massive fan clubs may not be able to do the best job for you and your business. We have seen way too many GOOD designers and marketing companies picking up the pieces after a ‘have a go guru’ takes a website, and trashes it.

Take a look for yourself and read some of the web design and marketing advice provided in the group, then think back to this article.

Edit, another reminder– This post is at least a year old. We deleted the site shortly after this post. We’ve had a lot of feedback from people thanking us, they have managed to work out who can really do what’s right for their business. Just because someone sells something, it doesn’t mean they can do the job. 

Thank you for reading this article. You are welcome to share it

SEOmers is a Suffolk based SEO and Marketing Company. We're known for straight talking, no fluff approach about website performance. If you would like a chat about your website, please do get in touch on "01473 760140"

Did you know that we send out monthly tips and tricks via email? No selling, No marketing. Just quick tips on how to make your online performance work better. SEO & Marketing Email List Here

Do you want to see some of our latest reviews from clients who have great success by working with us as a team.

Looking to Move to HTTPS? We’re Offering an Almost-Free Transfer

HTTPS, if you haven’t heard, is the way to go.  Websites that fail to offer their visitors and customers the basics in terms of secure browsing and e-commerce fall foul of all sorts of accusations – and while porting your site over or setting yourself up on HTTPS in the first place can mean additional costs, it just makes sense.  Think of it this way – if your online store becomes vulnerable to an attack and you stand to lose hundreds of customer records to an unwelcome visitor, are you fully prepared to take ownership for such a loss?  Maybe not.  Therefore, prevention is key – and getting yourself registered on HTTPS to ensure safe, impenetrable data transfer is the way forward – take it from us.  Google loves it, and browsers everywhere expect to be protected.  It’s time to take the bull by the horns if you haven’t already.

To help encourage take-up of HTTPS, we at SEOmers are proud to announce that we are to provide transfer and set-up on the secure protocol for virtually free – meaning that, providing you fulfil certain criteria, we’ll move you over to HTTPS for next to nothing.  What’s the cost, you ask?  Just £10 – minimum – which we ask that you donate to the Ipswich Winter Night Shelter (IWNS).

No one deserves to be made homeless – and with over a hundred (more than statistics show) people living rough on the streets of Ipswich with little means of getting themselves back on their feet, it is down to the fantastic work of organisations such as the IWNS to ensure that so many people – young and old alike – can get themselves on the straight and narrow.  The cause is very close to our hearts here at SEOmers – and we are therefore proud to be able to encourage minimum donations to the IWNS in return for HTTPS coverage.  Rather than let the cost go to the firm, we’d prefer that you make a donation to help those in need – and in return, we’ll keep your website safe.

We also ask that the site you wish to transfer to HTTPS be WordPress based with your own SSL certificate (most web hosts provide for free) – to demonstrate that you have active interest in keeping your visitors safe.  We also request that you provide us with access to your Google Analytics data and your admin/hosting dashboard – so that we may implement these changes for you.  Don’t worry – your privacy and security is assured.

Make a difference to people who are unable to help themselves – while ensuring your visitors are safe to browse and buy from you.  Contact us today on 01473 760140 email us at your convenience – or visit the IWNS website for more information on their incredible work and for more details on how to make a donation.

Fill the form below with your details. No catch, No Sales

 

If you are unsure about any of these questions please email us BEFORE sending this

SEOmers will take no more than three business days to convert your website into SSL/Secure. SEOmers will need admin access to your website and Google Analytics/Webmaster tools. If you are unable to provide this then contact us beforehand.

You have donated no less than £10 to Ipswich Winter Night Shelter (IWNS) before filling out this form, you will also need to forward or screen grab the confirmed payment from Ipswich Winter Night Shelter to SEOmers.

SEOmers will not share your data or disclose anything about your website to any third parties. SEOmers will not provide any other service, other than installing HTTPS/SSL on your Wordpress Website.

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Thank you for reading this article. You are welcome to share it

SEOmers is a Suffolk based SEO and Marketing Company. We're known for straight talking, no fluff approach about website performance. If you would like a chat about your website, please do get in touch on "01473 760140"

Did you know that we send out monthly tips and tricks via email? No selling, No marketing. Just quick tips on how to make your online performance work better. SEO & Marketing Email List Here

Do you want to see some of our latest reviews from clients who have great success by working with us as a team.

We’re a Google Partner Again! 6 Exams, done

Sounds pretty neat, doesn’t it — but what does it actually mean? Well for one, SEOmers gets to have a special badge on the site. However, it really does means much much more than that.

Earning Google’s Partner badge means that we are an online company that’s trusted by Google directly, trained and certified in Google’s best practices.

We are not awarded by paying an entry or subscription fee. It is more than just passing a couple of exams, you have to PROVE what you can do, and have a proven track record that is verified by Google themselves.

Any marketing company, large or ‘one man band’ that runs or manages an AdWords or a marketing campaign can attempt to qualify to earn a Google partner badge, free of charge, no strings or entry fees. You learn your trade and have a good track record of getting your clients results, then take exams. We have done this for the last three years since SEOmers has been running.

You can check for yourselves but we’re one of the Most Qualified &  Certified marketing companies in Suffolk, according to Google themselves, feel free to check!

Here is a snippet of what Google states are the needed requirements to be a partner

  • Create and complete a Partners company profile
  • Get one affiliated individual
    • We have two certified and qualified people
  • Meet a 90-day ad spending requirement of USD 10,000
    • We have done this every month for over three years
  • You need to pass two of the AdWords certification exam
    • We have passed six exams. You can verify that on our Google Partner profile

Here is our public profile on Google and our certificates

Thank you for reading this article. You are welcome to share it

SEOmers is a Suffolk based SEO and Marketing Company. We're known for straight talking, no fluff approach about website performance. If you would like a chat about your website, please do get in touch on "01473 760140"

Did you know that we send out monthly tips and tricks via email? No selling, No marketing. Just quick tips on how to make your online performance work better. SEO & Marketing Email List Here

Do you want to see some of our latest reviews from clients who have great success by working with us as a team.

WANT TO BE NUMBER ONE? GOOGLE YOURSELF

Googling yourself SEO can take a fair bit of experience to get your head around completely – while it’s essentially the ‘science’ of getting your website as near to the top of Google’s search rankings as possible, it’s never really that simple (no matter what some Guru’s are telling you). The fact is – and this might come as a shock to anyone that’s been told they can sit at the top of the pile and lord it over their rivals from a throne made of amazing SEO magic – Google rankings vary from person to person. SEO is more about increasing your chances of being seen by the right people, never a case of simply climbing your way up past every other website to plant your flag at the top of Mount Google search.

Why is this? Simple. Google tries its hardest to personalise the search experience for every last user (at least if they’re logged in). This means that their search history will influence the searches people make – no matter how embarrassing – their location, and even their IP address. Google archives all of these things for logged-in users so that it can, in any hope, find the most relevant sites for each person. The only way you’ll ever see a ‘bare bones’ Google ranking is by actively logging yourself out of Google, wiping your cookies and browsing in private mode. (They still track your IP though)

This is a worrying trend with unskilled, sideline ‘SEO’s’. Some small businesses may find themselves throwing money at hollow promises to ‘get them to the top of page one’ without actually knowing the implications of how the process works. SEO is much more complicated than many people give it credit for being, and even the most experienced SEO professionals will agree. With this in mind, let’s face it – any firm telling you that they can guarantee you top billing for your given keywords isn’t giving you much credit. Just because you have a beautiful website, it doesn’t mean people will find it, ignore web designers when they say such a thing.

Good SEO practice takes into account the fact that Google personalises so much of its experience – anyone tackling it properly will be well aware that a Grandmother living in Scotland will have vastly different search preferences and habits to that of, say, the lead singer of a Queen tribute band based in Sheffield. They may well be searching for the same things, however, despite their differences – and the aim with good SEO is to ensure that it enables a website to be seen by as many people as it possibly can. You can’t please all of the people all of the time – it’s an old one, but a good one – and it’s worth bearing in mind when it comes to search rankings.

What should you focus on?

Check your Google Rankings, no more than once a week – They change hourly, per person, don’t get too caught up. You can spend your time promoting your website instead.

Log out of Google – Don’t believe your ‘SEO Ready Web Designer’ when they keep claiming they’ve got you to number one. Wipe your history, even better use a private web browser. We’ve seen a pattern of self-taught ‘SEO Ready Designers’ running reports on incorrect rankings. Some don’t even do keyword research, or look to see who is ranking already, i.e., competition. Sorry but that’s not doing SEO, that’s guessing.

You can either improve your conversions or keep checking your keyword rankings every five minutes…..which is more rewarding? People leaving your website within a few seconds will cause your keywords to go down over time, so get the traffic and keep it and then get more.

You know you can gather traffic by good old fashioned blog posts? How about a video? Even thought about sponsoring a local charity? Think more than just keyword rankings, think of ‘real SEO’ as gathering traffic from as many places as you can…..quality traffic, the right traffic that you can actually convert into a sale.

Thank you for reading this article. You are welcome to share it

SEOmers is a Suffolk based SEO and Marketing Company. We're known for straight talking, no fluff approach about website performance. If you would like a chat about your website, please do get in touch on "01473 760140"

Did you know that we send out monthly tips and tricks via email? No selling, No marketing. Just quick tips on how to make your online performance work better. SEO & Marketing Email List Here

Do you want to see some of our latest reviews from clients who have great success by working with us as a team.

We’re Google Adwords & Analytics Certified

After working with Google Analytics day in, day out, for years. Dan decided to get the Google certification out of the way. He surprised us all by making the choice to “give the Adwords specialist tests a go”…and he passed all of them! He even chucked in the YouTube advertising exam for good measure. Don’t get us wrong, the tests are not easy but when you do something around the clock, a test shouldn’t be a big issue. Dan hates tests, who doesn’t?

Here’s what he did in pretty much one swoop. The new office coffee machine made quite a difference in the office.

He was supposed to have taken them while he was employed at an award winning digital agency but clients kept taking the main preference, of course. The trend continued when he started SEOmers, clients come first. SEOmers has also expanded from a tiny rabbit hutch sized office in a business centre to our own two floored High Street premises in Hadleigh. We’ve been busy indeed.

We’re not 100% sure why he decided to fit 6 exams into one day when he was due to do just one but anyone who’s met him, knows he can be like that.

Whilst the same level of expertise will still be delivered as it has been, it does mean that Dan is now a certified specialist recognised by Google. SEOmers has reason to celebrate as one of the only fa\businesses to have this amount of certification in Suffolk.

Analytics Certified

Adwords Certified

Daniel Seomers

Thank you for reading this article. You are welcome to share it

SEOmers is a Suffolk based SEO and Marketing Company. We're known for straight talking, no fluff approach about website performance. If you would like a chat about your website, please do get in touch on "01473 760140"

Did you know that we send out monthly tips and tricks via email? No selling, No marketing. Just quick tips on how to make your online performance work better. SEO & Marketing Email List Here

Do you want to see some of our latest reviews from clients who have great success by working with us as a team.

Is Your Copy Working for You?

You might think that you have it all worked out with your SEO. You’ve read up on tags and metadata and spent hours going through and adding all the correct keywords where they are most needed.

Don’t sit back and assume that doing this is going to give you an automatic pass to the top of the Google rankings, though. There’s no denying that spending time on adding all of these extras will give your pages a boost, but it’s not the be all and end all when it comes to success in the search engines.

Google and metadata

Back in the ‘old days’ you could assume that when you wrote your metadata, it would automatically show up in the search engines. What you added in the meta description field was what showed up when people saw it in a search results page. However, there’s strong evidence that these days, Google may not even use metadata when it’s ranking a website.

The algorithms are sophisticated, and when it comes to finding the description for your site, and ranking it accordingly, Google isn’t so choosy. It can pick up any copy from your site and use it to calculate your worth in the rankings. So if you put hours of effort into creating the perfect description for your site in the metadata, but then pay less attention to the copy on the rest of the site, you could fall down.

Make every word count

The best way to create copy that will propel you higher in the list is by making every page on your website a great description of your business. Make everything you put on your website relevant, compelling and interesting for your potential and existing customers so that it doesn’t make any difference which random paragraph the Google algorithm decides to use to categorise you, it will be beneficial.

Top Tips

  • Don’t stop writing metadata – it’s thought that Google only changes them when it decides it needs more information. If there’s nothing in your meta data, it could choose something you really don’t want.

 

  • If you have a very large site and not enough manual hours to make unique description tags, you may want to think about leaving them out! SEOmers have removed description tags on a couple of large sites, it worked very well. Get advice before doing that!

 

  • Write unique descriptions for your pages and never duplicate your metadata. Make sure it always reflects the page content.

 

  • Carry on adding keywords to your articles – sentences with keywords in are more likely to get added to the page content. Just don’t over do it!

 

  • if you don’t want something showing in Google, it shouldn’t be on your website.

 

  • Write for people, then Google. Search engines don’t buy your services, people do!

 

  • Don’t write content for the sake of it

 

Just keep an eye on your page performance and keep your page copy regularly updated to ensure that your website doesn’t fall foul of a Google decision!

How to spec out a website build for your business

eventplanner7You know that you want a website for your business, but have you actually given some thought to what you’d like the website to do? Interactive and multi-functional websites are the way forward, but with so many options, it can be difficult to decide what’s important to your business and what’s just for decoration.

Plan Ahead

Think about what you need the site to do for you right now, and what you’d like in the future. That way, you can make plans even if you don’t do everything at once. If you want to be able to sell products online, you need to make sure that your site is designed with that in mind, even if it’s not something you want to do straight away, otherwise you’ll end up having to design two sites instead of simply upgrading your existing one.

Communication

Blogs and news functions are important, whether you like the idea or not. It’s not just a case of showing off to people about your latest customer comments; keeping a website refreshed with up to date content is one of the best ways to keep Google on side, and an easy way to do that is by regularly updating your blog or news page.

Do you have a mailing list of clients that you would like to stay in touch with? A mailing list is a great way to do this. It’s relatively simple to integrate software into your website that will capture email addresses, and in which you can design email promotions, updates and newsletters (just make sure you have people’s permission before you add them to any mailing list manually; you don’t want to fall foul of the Data Protection Act or be accused of spamming people.)

Sales

If you’re selling your products on your website, think about the payment process – it’s best to make it as quick and simple as possible if you want people to keep coming back. Find software or a plug-in that will integrate easily into your site, and decide whether you want to accept PayPal (people love to be able to click and buy instead of typing in a card number every time.)

Think about how you want to promote your products, too. Will you be selling all of your products from one page, splitting them into different sections of the website, or giving each product a page of its own? Have you thought about adding in related products to a sales page, so that just before the customer buys the gadget, they are reminded to buy batteries, for example?

Maintenance

Do you plan to maintain your own website? If so, it could be worth considering a platform like WordPress for your site rather than a custom made CSS – an intuitive system that most people will be able to pick up and learn quickly is cost-effective as it needs very little training and anyone can then log in and edit/add a page if your designated staff member is off sick, leaves the company or just isn’t around.

 

Costs

Don’t just think about the set up costs of your site – yes, they are likely to be your biggest investment, but you also need to consider running costs, so look into the prices for hosting the site, how much it costs for email, newsletter plug-ins, payment platforms…these things all add up and while they are all necessary, you do need to factor these costs in for the future.

A little planning now will make all the difference when your site is up and running.

 

What are Google Penguin and Panda?

No, they aren’t the illustrations you see when you go onto the Google page, although they’d make pretty good cartoons. In a web context, Google Penguin and Panda are updates to the algorithms that Google uses to decide whether your site is worthy of a high ranking or should be relegated to the lower echelons where nobody but the most dedicated surfers will ever see it.

You don’t want to be there.

The latest Panda update was launched in October, and was designed to improve user experience by weeding out poor quality web content, keeping the high quality websites at the top of the coveted Google search rankings

Penguin is aimed more at punishing the spammy websites whose SEO managers (or designers) use dubious techniques to try and climb the search rankings. It was originally launched in 2012, and brought in to attempt to reduce the number of sites that violate Google’s guidelines, using sneaky techniques like Black Hatting which manipulate searches by adding dodgy links and repetitive words and phrases to a website.

The techniques have been successful – you won’t see so many sites with terrible content, stuffed with repetitive keywords anymore, and any SEO expert worth their title knows that not only does overuse of keywords sound terrible; it’s now ineffective as an SEO tool too!

Clearly, you won’t need to worry about Penguin updates if you have an expert in charge of your SEO – SEO experts will avoid using any underhand methods to try and confuse searches into promoting your pages.  There’s another planned update to Penguin, which rumour has it is fairly imminent, so make sure that you have your SEO expert on hand to check whether this has any effect on your own web traffic, and be ready to make any changes that are necessary.

Keeping your content fresh, relevant and top quality is the best way to avoid your site disappearing into obscurity after another Panda update.  We probably don’t need to say this, but don’t ever be tempted to copy and paste any of your web copy from another site, ether, as that’s an instant loss of points from Google. Add new, original content as often as possible.

To make sure that you don’t fall foul of any updates in the future, get an SEO expert on the case!

How to deal with negative reviews

You SuckIt happens to all businesses at some point – the negative review. We’ve all been there; the first thing you want to do when you spot that unfair review is write a ten point essay on why your customer service is, in fact, the best in the business, and why the reviewer doesn’t have a clue what they are talking about.

Unfortunately, that’s the sort of response that will end up going viral and making a laughing stock of your business. Before you do anything, take a deep breath, make a cup of tea, and give yourself a little time to take in what’s been said.

Do not, under any circumstances, get abusive towards your reviewer, even if they’ve been incredibly rude about you. Is the complaint reasonable, are there any aspects of it that do ring true, and where you could have done better? It’s a wise move to look into anything that’s been said before a full response is made.

Meanwhile, if the review isn’t abusive or defamatory, don’t be tempted to delete it. Just grit your teeth and write something along the lines of;

Thank you for your valued feedback. We are looking the issues you have raised and will respond as soon as we can.”

Make sure that you do follow the complaint up, and make sure people who see the review KNOW that you’ve followed it up, too.

Don’t be tempted just to ignore anything you don’t like the sound of. In some cases, a complaint can be the wakeup call you need in order to improve aspects of your service or communication. If you’ve sold a faulty product or provided a less than perfect service, the reviewer may have legal rights to redress, so it’s a good idea to publicly offer a solution or invite them to contact you in private to help resolve their problem.

If potential customers see that you can handle complaints and bad reviews in a mature way, even though you actually want to stamp your feet and sulk, it looks much better than if you leave bad reviews unaddressed, delete them or respond in anger. Keep calm at all times.

If the review is abusive, defamatory or threatening, of course you are within your rights to ask to have it removed or remove it yourself. Never retaliate, simply delete the comments and if there is any truth to any of their complaints, ask for them to contact you privately, explaining that you’ve had to remove their comment but you would like to help.