It’s amazing the impact that a bad review can have. This morning I was visiting with a friend and she said that she would never stay at a certain hotel in San Diego. Being familiar with the property, and finding it a quality hotel, I asked her why she felt that way. Her answer was “I read a review on the hotel and it was terrible.”
Even though the hotel had a high rating and the majority of the reviews were excellent, the one negative review that my friend read lost them a customer and gained them some negative publicity.
In today’s world of instant everything, including negative postings, it is important to be aware of any issues that a customer/client may have with your business. Ignoring a problem with the hopes of it “going away” is not only the wrong way to deal with a customer, but the negative results can have an impact of your business.
HOW DO YOU RATE?
It may not be your fault; the complaining customer may have some personal issues that caused the negative reaction to your firm. It doesn’t matter whose fault it was. What matters is the action you take.
Always make a “personal reach out” to an unhappy customer. Find out what caused the problem and take corrective action. It can be as simple as an apology or a refund or a “sorry it happened gift”. The important thing is your attempt to rectify the problem.
Setting aside a few minutes each day to check the internet and see what is being said about you and your business is part of an effective marketing program. If your business warrants it, reach out to all your customers with a personal “was everything satisfactory call” or a hand written “thank you for your business” card are powerful marketing tools.
Even in this day of everything being online, a human “thank you touch” from a business owner is always appreciated.
Tips & Advice by Nick Petra, CFP – Founder of Strategic Duck and BizQuack
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