{"id":216449,"date":"2022-07-21T18:10:10","date_gmt":"2022-07-21T05:10:10","guid":{"rendered":"https:\/\/legalvision.co.nz\/?p=216449"},"modified":"2022-07-22T13:12:46","modified_gmt":"2022-07-22T00:12:46","slug":"manage-online-reviews","status":"publish","type":"post","link":"https:\/\/legalvision.co.nz\/franchising\/manage-online-reviews\/","title":{"rendered":"How Can My NZ Franchise Manage Online Reviews?"},"content":{"rendered":"\n<p>Franchisors often depend on their franchise&#8217;s reputation and brand image to be successful in the market. Many consumers choose which businesses to buy from depending on online reviews and word-of-mouth. As a franchisor, it is a good idea to understand how you can manage your online reviews and what to do if you find a negative one. Moreover, you should ensure your franchisees are also knowledgeable in this area. This article will detail how you can manage online reviews about your franchise and how to\u00a0<a href=\"https:\/\/legalvision.co.nz\/e-commerce\/how-to-handle-online-business-negative-reviews\/\" target=\"_blank\" rel=\"noreferrer noopener\">deal with negative reviews<\/a>.\u00a0<\/p>\n\n\n\n    <div class=\"my-7 lg:my-10 border-y-2 border-gray-100 py-7 lg:py-10 flex flex-col sm:flex-row items-start gap-10\">\n                    <img decoding=\"async\" class=\"w-52 mx-auto my-0! rounded\" src=\"https:\/\/img.legalvision.com.au\/wp-content\/uploads\/sites\/2\/2021\/11\/30121230\/franchisor-toolkit-nz-small.jpg\" alt=\"Front page of publication\"\n                 loading=\"lazy\" width=\"208\" height=\"298\">\n                <section>\n            <div class=\"text-2xl font-bold\">Franchisor Toolkit New Zealand<\/div>\n            <div class=\"body-text\">\n                <p>This publication provides you with the fundamentals for franchising your New Zealand business, including set up, branding and management.<\/p>\n            <\/div>\n            \n\n<a href=\"https:\/\/go.legalvision.co.nz\/franchisor-toolkit-nz.html\" class=\" block px-5 py-3.5 max-w-fit bg-orange button__hover transition rounded text-white font-bold text-lg no-underline uppercase leading-tight text-center\" target=\"\" rel=\"\">Download Now<\/a>        <\/section>\n    <\/div>\n\n\n\n\n<h2 class=\"wp-block-heading\">Monitoring Your Online Reviews<\/h2>\n\n\n\n<p>The first step to managing your online reviews is monitoring them. You can see what customers and competitors say about your franchise by monitoring your reviews. Moreover, making this a habit will lay a solid foundation for reputation management in your marketing strategies. A great tip is to identify and monitor the keywords related to your business.\u00a0<\/p>\n\n\n\n<p>For example, if you run a fast-food franchise, you may monitor tags such as:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>food;&nbsp;<\/li><li>restaurant; and&nbsp;<\/li><li>fries.&nbsp;<\/li><\/ul>\n\n\n\n<div  class=\"box box--icon box--idea\">\n    <p>It might be beneficial to develop a plan to identify and monitor the correct keywords for your business.<\/p>\n<\/div>\n\n\n\n<p>Furthermore, you may choose to use the following tools for online reputation management:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Tagboard;<\/li><li>Hashtagify;<\/li><li>Tweet binder; or<\/li><li>Google alerts.<\/li><\/ul>\n\n\n\n<p>With such tools, you can set up alerts whenever social networks mention your franchise name or keywords. In addition, you can then read through your reviews and consider customer feedback. For instance, you may find ways to improve your business or identify processes that need improvement significantly.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Decide Who Manages the Reviews<\/h2>\n\n\n\n<p>Your franchise must decide on who will monitor and respond to reviews. You may choose to do this yourself or appoint the task to your staff member. However, the staff member you choose should have:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>an excellent customer service capability;<\/li><li>a friendly writing style;<\/li><li>the ability to resolve complaints; and<\/li><li>the capability to judge when to refer a review to you.<\/li><\/ul>\n\n\n\n<p>Furthermore, you should note that some websites may only allow one management response per review. As a result, the quality of your responses must be high and consistent.<\/p>\n\n\n\n\n<a href=\"#content-next\"\n   class=\"block p-4 mt-10 text-xl font-bold text-center text-white no-underline bg-gray-800 rounded-t-xl\">\n    Continue reading this article below the form\n    <i class=\"text-xl fa-regular fa-arrow-down\"><\/i>\n<\/a>\n<div class=\"px-6 pt-10 pb-12 mb-10 text-center bg-gray-100 rounded-b-xl sm:px-12 test\">\n    <div class=\"mb-8 text-2xl font-bold text-orange\">\n        Need legal advice?\n        <br>\n        <span class=\"text-lg not-prose\">\n                            Call <a href=\"tel:+64800005570\" class=\"not-prose\">0800 005 570<\/a> for urgent assistance.\n                <br>\n                Otherwise, complete this form, and we will contact you within one business day.\n                    <\/span>\n    <\/div>\n\n    \n\n<div class=\"not-prose flex justify-center text-left gform_input_bg_white    \">\n    <script>\nvar 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aria-invalid=\"false\"  \/>\n                        <\/div><\/div><div id=\"field_2452_3\" class=\"gfield gfield--type-phone gfield--input-type-phone gf_right_half gfield--width-half gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_2452_3'>Phone<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_text\">(Required)<\/span><\/span><\/label><div class='ginput_container ginput_container_phone'><input name='input_3' id='input_2452_3' type='tel' value='' class='medium'   aria-required=\"true\" aria-invalid=\"false\"   \/><\/div><\/div><div id=\"field_2452_14\" class=\"gfield gfield--type-select gfield--input-type-select gfield--width-full custom-select gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_2452_14'>Number of Employees in Your Business<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_text\">(Required)<\/span><\/span><\/label><div class='ginput_container ginput_container_select'><select name='input_14' id='input_2452_14' class='large gfield_select'    aria-required=\"true\" aria-invalid=\"false\" ><option value='' ><\/option><option value='0' >0<\/option><option value='1' >1-5<\/option><option value='6' >6-20<\/option><option value='21' >21-50<\/option><option value='51' >51-250<\/option><option value='250' >250+<\/option><\/select><\/div><\/div><div id=\"field_2452_4\" class=\"gfield gfield--type-textarea gfield--input-type-textarea gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_2452_4'>Tell us about your enquiry<span 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Customer complaints about franchises can vary depending on your business. For instance, if you run a fast-food franchise, you may receive complaints about long waits or cold food. As a franchisor, you must deliver a calm response and reassure the customer that it will not happen again.\u00a0<\/p>\n\n\n\n<p>Most franchise owners begin by apologising for the negative experience and asking the customer to contact them directly about what they can do to resolve the problem. Furthermore, you can investigate the situation and offer solutions such as a discount or a refund.&nbsp;<\/p>\n\n\n\n<div  class=\"box box--icon box--info\">\n    <p>Under the Consumer Guarantees Act (CGA), customers are entitled to a refund, repair, or exchange if they bought a faulty product. However, you are within your rights to investigate the complaint before offering a remedy.<\/p>\n<\/div>\n\n\n\n<p>Your franchise may also choose to respond to positive reviews to&nbsp;<a target=\"_blank\" href=\"https:\/\/legalvision.co.nz\/e-commerce\/customer-trust-online-business\/\" rel=\"noreferrer noopener\">strengthen customer relationships.<\/a>&nbsp;However, unlike with a negative review, it is best not to provide vouchers or discounts for positive reviews. This may be interpreted as bribery, so it is best to avoid this.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Can You Delete Your Reviews?<\/h2>\n\n\n\n<p><a target=\"_blank\" href=\"https:\/\/legalvision.co.nz\/regulatory-and-compliance\/what-is-the-fair-trading-act-in-new-zealand\/\" rel=\"noreferrer noopener\">Under the Fair Trading Act (FTA),<\/a>&nbsp;you cannot mislead your customers about your franchise&#8217;s goods and services. Therefore, deleting negative reviews can be seen as misleading conduct as reviews assist customers in making informed decisions.<\/p>\n\n\n\n<p>Although, there are some cases where you can delete a negative review. For instance, you may delete a review if it is:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>harmful;<\/li><li>abusive; or<\/li><li>offensive.<\/li><\/ul>\n\n\n\n<p>You may need to apply to the relevant social media site to have the review taken down.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Legal Action for Negative Reviews<\/h2>\n\n\n\n<p>Taking legal action for negative online reviews can be time-consuming and expensive. Therefore, you should consider it should be a last resort. However, your customers cannot make defamatory statements unless they are genuine or honest opinions based on truth. However, sometimes a review may be false and purposely ruin your good reputation.\u00a0<\/p>\n\n\n\n<p>Before taking legal action, it is essential to consider whether or not the customer is telling the truth. Moreover, sometimes it is better to focus on developing new positive reviews and new positive customer experiences than taking legal action against a negative review.&nbsp;<\/p>\n\n\n\n<p>If you wish to take the matter further, you may take action through the\u00a0<em>Harmful Digital Communications Act<\/em>. Under the Act, you can take the matter to the District Court and ask for an order against the negative reviews. The Court may order damages, a correction, or the removal of the review. Negative reviews may include:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>false statements; and<\/li><li>repeated online harassment.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Key Takeaways<\/h2>\n\n\n\n<p>Your franchise can begin an online reputation management strategy by monitoring online reviews and appointing a staff member to manage and respond to them. As a result, you may instruct your staff member to respond to negative and positive reviews while highlighting room for improvement. However, to avoid being in breach of the FTA, you cannot delete negative reviews unless the District Court orders so under the&nbsp;<em>Harmful Digital Communications Act.<\/em>&nbsp;Further, before taking legal action against a negative review, you must ensure it is false and worth the time and money.&nbsp;<\/p>\n\n\n\n<p>If you need help managing your online reviews, you can contact our experienced&nbsp;<a target=\"_blank\" href=\"https:\/\/legalvision.co.nz\/franchise-lawyers-lp\" rel=\"noreferrer noopener\">franchise lawyers<\/a>&nbsp;to assist as part of our LegalVision membership. You will have unlimited access to lawyers who can answer your questions and draft and review your documents for a low monthly fee. Call us today at <a href=\"tel:+64800005570\" class=\"AVANSERnumber dynamic-number\">0800 005 570<\/a> or visit our&nbsp;<a target=\"_blank\" href=\"https:\/\/legalvision.co.nz\/membership\/\" rel=\"noreferrer noopener\">membership page<\/a>.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Frequently Asked Questions<\/h2>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1658379967013\"><h3 class=\"schema-faq-question\">Can I delete negative reviews?<\/h3> <p class=\"schema-faq-answer\">You cannot delete negative reviews, or your franchise may be in breach of the FTA. You can only delete the review if you have permission from the courts.\u00a0<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1658379974879\"><h3 class=\"schema-faq-question\">Do I need to remedy a customer complaint?<\/h3> <p class=\"schema-faq-answer\">You are within your rights to investigate the complaint before offering a suitable remedy. Remedies may include refunds, exchanges, or repairs.\u00a0<\/p> <\/div> <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Franchisors often depend on their franchise&#8217;s reputation and brand image to be successful in the market. Many consumers choose which businesses to buy from depending on online reviews and word-of-mouth. As a franchisor, it is a good idea to understand how you can manage your online reviews and what to do if you find a<a href=\"https:\/\/legalvision.co.nz\/franchising\/manage-online-reviews\/\">Continue reading <span class=\"sr-only\">&#8220;How Can My NZ Franchise Manage Online Reviews?&#8221;<\/span><\/a><\/p>\n","protected":false},"author":13316,"featured_media":215607,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"204930,205355,202128,205918,209959,202467","_relevanssi_noindex_reason":"","editor_notices":[],"footnotes":""},"categories":[7],"tags":[54,1347,1404,1472],"class_list":["post-216449","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-franchising","tag-medium-business","tag-franchising-model","tag-small-businesses","tag-online-review"],"acf":[],"yoast_head":"<!-- This site is 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