03 Dec CUSTOMER REVIEWS…HOW MANY STARS DO YOU HAVE?
Stars/customer reviews are everywhere…and people pay attention to them!
We all look at the reviews on Amazon products – does it have one star or five; you may make your decision on which one to buy based off of the customer reviews verses the products themselves. That works the same for businesses/services. Customers may choose someone else’s business over yours due to either the number of reviews or from the reviews themselves.
So what do you do when you get a negative review? As stated in my email “There are multiple things that you ‘can’ do – as we know there are quite a few that are wrong. You may want to tell them exactly what you think. You may want to explain the whole situation to try to prove your position and what really happened. BUT…That is not what you should do!”
It is human nature to want to explain exactly what happened so that everyone knows the truth – from your point of view. In reality most clients or potential clients really don’t care! I know that is hard to believe but it’s true.
What you should do is – Respond but Respond Positively!
Take the situation and turn it into a marketing opportunity for your business. Utilize it to let everyone know that you care about what they think and that they matter.
Just like what Domino’s is currently advertising – if you had a poor delivery experience and tell them about it – they deliver a new – corrected order to you. They don’t try to explain themselves or their situation to the customer they simply deliver a new order!
Now I am not saying that we should all be giving away free products or services. But we can use it as a learning experience. Do you see the shock, awe and smiles on the faces of their customers when they get their newly delivered order – they are happy! What is better than a happy customer…that will not only come back and use you again but will tell others about you???? Recommend you! Even though they initially had a poor experience – it was transformed into a memorable experience that made them feel important.
There are times when you may want to invite your reviewer to discuss the issue with you offline; while letting them know that you genuinely care about them and their issue.
Reviews can make or break a company – even more than the review itself how you respond to those reviews is critical. Respect the fact that someone took the time out of their day to write the review. But make the most out of your time by making the response a positive reflection on your business – marketing your business to not only that customer but also to others.
Please feel free to contact me directly at firstname.lastname@example.org to discuss this further.