In the good ole’ days, word of mouth advertising was the holy grail of marketing. There was nothing quite as helpful as a friend, family member or acquaintance who actually bought or used something you wanted to buy. What better way to find out if a service or product was good than to talk to someone with experience. That did not mean you shouldn’t do your own investigating, but it sure did make it easier to finally decide. The advent of all this social media activity has taken reviews of products and services to a whole new level.
Why Should I Care?
If you work anywhere, you know by now that what the customer thinks should be your biggest concern. After all, without happy customers..no business or employees survive. No matter what position you occupy in the business world, happy customers provide your livelihood. That is why you should care about what the customer thinks or put another way: Customer Reviews Are Gold. Sure, good reviews are great, but what about the bad ones? Good reviews are nice, they provide us with feedback as to what we are doing well. If we have good systems and employees in place, good reviews should be easy. It’s those bad ones…..
Why You Should Look Forward to Bad Reviews
Sacrilege! Hoping for bad reviews? Before you tie me to the stake, let me explain. Bad reviews are gold for an entirely different reason than good ones. A bad review exposes your company’s weaknesses. How often has a customer brought a concern to you and it was the first you heard of it? I can guarantee they were not the only victim and the others never gave you a chance to fix that problem. In other words, without someone telling you it was broken, you likely didn’t know it needs fixing. The complaining customer actually CARES. They raise issues because they like what you offer and they wanted it. If they did not want your service or product, they would just silently walk away. The complaining customer wants you to fix the problem they had, so they can feel good and confident about continuing to do business with you.
So, don’t dread those complaints, look at them as an opportunity. An opportunity to make your business or product BETTER. Here at The Beacon Center, we rarely get a complaint. When we do, our immediate reaction is: How do we fix this and keep it from happening again? Actually, our first reaction is to make our customer happy, but a permanent fix is always part of that solution.
SOCIAL MEDIA HAS GREATLY REDUCED THE DISTRIBUTION OF CONTENT IN OUR READERS’ NEWSFEEDS AND IS INSTEAD PROMOTING THEIR OWN PAID SOURCES. WHEN YOU SHARE WITH YOUR FRIENDS, HOWEVER, YOU GREATLY HELP DISTRIBUTE OUR CONTENT. PLEASE TAKE A MOMENT AND CONSIDER SHARING THIS ARTICLE WITH YOUR FRIENDS AND FAMILY. THANK YOU.