Updated: Nov 28, 2019
As a business owner, the internet can be like your childhood best friend or like the bully that rolled you down the street in a dumpster daily. Yeah. I know you’re out there! Joking. Google, Yahoo, Yelp, BBB, etc. provide ways for people to check you out prior to engaging with your business. How many of us have googled a business prior to picking up the phone? Everyone! You on the tablet don’t lie. Ha!
I received a call from a client that needed help because his business plateaued. Scary! Prior to meeting with the client, I Googled him to see what his customer base had to say about his business. Here’s what I found, the owner would actively engage in arguments with his customers on internet review posts. Not only would he lose site of the problem that was raised, he would insult the customer by resorting to name calling. Problem identified Captain and we have a target rich environment.
Anyway, the takeaway from this post is it stinks when we get bad reviews that call our business ugly, but don’t take it personal. Instead, get curious, ask questions, and consider contacting the customer to see if the issue can be resolved. Remember, a bad post can always be taken down. Arguing back and forth with the customer just makes your business look uglier to the rest of the world.
Every negative customer engagement should result in the owner asking himself/herself these three questions: what went well, what didn’t go well, and what am I going to change next time. Use problems as a way to improve your business. Finally, if you need help with your business, you can always contact your friends at Great Family Management Consulting. Let’s take off together.