Poster for David McBee and Jason Barnard

David McBee talks with Jason Barnard about turn negative reviews into positive opportunities.

David McBee is the executive producer and host of TV, an online web series and podcast where leaders in the marketing and advertising industry share their insights, perspectives and unique stories. David also hosts the Webinar Series, which provides industry news, technology launches and training on all topics related to programmatic advertising, targeted advertising and connected TV. David is available for training and education both virtually and in person. Topics include most elements related to internet marketing. Prior to joining, David worked in SEO, social media, web design and yellow pages. In 2008, he was given the honour of being one of Google’s first certified AdWords trainers. He is the author of the children’s book series DJ’s Off-Road Adventures, available on Amazon. He is passionate about reading, self-improvement, health, the outdoors and his family.

Reviews play an incredibly important role in shaping a business’s reputation and influencing consumer decisions. Reviews provide valuable insights into customers’ experiences and serve as a trust-building tool for potential clients. Positive reviews increase credibility and attract a wider audience, while negative feedback highlights areas for improvement and demonstrates a business’s commitment to customer satisfaction.

In this episode of Kalicube Tuesdays, David McBee discusses awesome tips on the art of responding effectively to negative reviews. David stresses the importance of not responding immediately to negative feedback, thanking the reviewer and apologizing for any mistakes, and taking responsibility. David highlights that you should not get defensive when responding to negative reviews, as these responses are not just for the reviewer, but also for potential future clients. And along with Jason Barnard, they also explore the challenge of asking open-ended questions, especially when it comes to customer service and conducting interviews with agencies.

As always, the show ends with passing the baton… David passes the virtual baton to next week’s lovely guest, Leanna DeBellevue.

What you’ll learn from David McBee

  • 00:00 David McBee and Jason Barnard
  • 01:25 David McBee’s Brand SERP 
  • 01:57 Kalicube Support Group
  • 02:20 David McBee and David H. McBee
  • 04:08 How to Turn a Negative Review into Positive Review
  • 04:50 What Percentage of SMBs’ Negative Reviews Are Often Unfair or Dishonest?
  • 07:30 How Do Personal Situations Affect Negative Business Reviews?
  • 07:42 What Does David McBee Think About Asking for Reviews?
  • 07:55 What is Review Gating? 
  • 10:43 What is the Significance of Waiting Before Responding to a Negative Review?
  • 11:08 Why is it Important to Thank the Reviewer When Dealing with Negative Reviews?
  • 11:25 Why is it Essential to Apologize, Even if the Company is Not at Fault?
  • 12:30 To Whom are You Addressing Your Response to a Negative Review?
  • 14:13 How a Positive Solution to an Issue Contributes to a Favorable Review for a Business
  • 15:06 What is the Value of Customer Reviews Compared to Self-promotion on a Business’s Own Website
  • 15:27 What Percentage of Consumers Believe a Business Needs at least Four Stars to be Considered? 
  • 16:39 How Does the Age of a Review Affect Its Value?
  • 17:01 What is the Recommended Approach for Dealing with Older Reviews?
  • 18:13 Tracking Searches such as Brand Name Reviews
  • 18:37 What Kind of Questions are Effective in Eliciting Specific Details about a Positive Experience?
  • 23:40 Example of How a Business Responded to a Negative Review
  • 26:35 Leveraging AI to Help Write Witty Review Responses
  • 27:45 How Do Reviews Help with Branded Search?
  • 28:53 Passing the Baton: David McBee to Leanna DeBellevue

This episode was recorded live on video September 12th 2023

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