Whether you’re running a large corporation or you own the small mom and pop store down the street, keeping in touch with your customers and listening to what they have to say can be crucial to being successful. It’s always wonderful to see the high rankings and great reviews from happy clients, but what do you do with the negative reviews that come in?
It doesn’t matter if your bad reviews come via word of mouth or through online review sites, like Facebook, Google or even Yelp, these reviews can give you insight into how your customers see your company and what they’re actually looking for. DesignedbyCarla gives some reasons you should welcome your critics with open arms.
Use Reviews like a Compass
While good reviews can show you that what you’re doing is working, bad reviews can work in much the same way. Usually people who leave bad reviews will have details to share. Listen to these details. Are they complaining about a product or a certain service? Is it your location or the fact that your building is in a state of disrepair? Sometimes listening to reviews can help you see problems that you didn’t even realize existed. Using the information you find in both good and bad reviews, can often be the difference between staying in business and having to close the doors for good.
Having a Hard Time Finding Good Help?
You can have the best food in town but having the wrong staff can quickly cut off the flow of customers. It doesn’t matter if you own a restaurant, a clothing store or a lawn service, the people you employ represent you. Just one bad review of an employee should raise a red flag, but when you start seeing or hearing more, there should definitely be concern and action. It can also be helpful to contact the reviewer directly and discuss their experience further. Do your research on the situation, get your facts and keep records. You may need to sit down one on one with that employee or meet with your whole staff to go over procedures, but do not ignore your bad reviews.
Even if you’re doing a great job, there’s always bound to be one or two unhappy customers, but handling a bad review correctly can help strengthen relationships in the long run. With so many reviews, it can be hard to sort all of the information. Using the services of a Social Media Management company like Designed By Carla can help take the stress off. Let our experienced staff handle everything from your daily Facebook posts and LinkedIn connections, to blog writing and review management. Contact us today and let us help you turn your negatives into positives!