The dreaded moment has arrived. You receive an email in your email notifying you that someone has written a review on Google. Expectant, you click on the message and... alas! You come across a negative comment.

This may be your first negative review, or you may have even received one before. Whatever the case may be, you are not amused.

In addition, you don't quite know what to do. What do I do with a bad review: ignore it, delete it, reply to it...?

However, this question does not have a right or wrong answer, since the choice is very personal. But what is unquestionable is that it is of crucial importance to take care of the management of our customers' reviews. Here are some details as Zapiplay manage reputation and help to keep your customers happy.

• We respond to all reviews: positive or negative.

Reading a positive review is always reassuring. It means that you are doing well and that your customers are willing to recommend you to other customers. It's a small achievement that also helps to increase the average rating of your business and therefore attract new customers. Consumers are more likely to make a purchase or visit an establishment if the business has an average rating between 4.0 and 4.7.

But responding to a negative customer review is a sign that, as a business, you care about their opinion. In other words, that you are an honest business. It is also an opportunity to show how you react to customer complaints.

There's no denying it: negative reviews hurt. Nobody likes to encounter a negative and public comment about their company. When faced with a negative review, it is vital to manage it well to avoid a reputation crisis.

From Zapiplay We always respond politely, apologise and thank you for the feedback, we will try to move the conversation to a private channel and of course respond quickly.

• We thank you.

If you get complimented in real life, do you say thank you? Well, the same is true on the Internet when someone leaves you a positive review. We thank your customers for their comments and for taking the time to write it.

• We are friendly and original. 

We personalise your response, make your customers feel special and show that you care about what your customers think.

• We offer reasons for them to visit you again.

We take advantage of the reply to interact with the customer. We inform them of something they may not know about, such as an event or a specific promotion, without falling into free advertising. We give them reasons to visit your establishment again.

Managing the reputation of your brand or company is a complex job.. But don't worry. At Zapiplay we do it for you, we take care of managing your reputation. You don't need to keep a daily eye on whether or not your customers' reviews have been received, as we will automatically inform you.

From Zapiplay we monitor and collect your customers' opinions in a proactive way, we manage and respond to them so that your business continues to grow and you get a company you can trust.