The internet is a great place for consumers to gather a great deal of information about a business. They can find out the location of a company, learn about their products or services, and even read reviews that previous customers have left behind about their experience. As a business owner, it’s important that you pay close attention to the reviews your business receives. This information is valuable feedback that you can use to improve your business’ reputation and attract more customers. It’s also a way to communicate with potential customers who are interested in your company and provide satisfaction to people who felt slighted by their experience in hopes that they may update their review for the better.
Build on Criticism
When a person leaves a bad review for your business, it means they feel as though their experience was negative enough to publicly warn others. Sure, some especially bitter former clientele might exaggerate what they didn’t like, but generally speaking, they weren’t happy about something. It’s a good idea to look at their experience from a consumer’s point of view. You might not think their issue with your business was a big deal, but this is the negative impression that was left with them. Look at other reviewers’ opinions to see if they also agree with what the original poster has to say to determine if it was an isolated incident or a pattern your team can learn from. See how you can improve your customer experience moving forward by communicating with your team and stepping into the customer’s shoes together to refine your processes moving forward.
Focus on Customer Experience
Research has shown that focusing on the customer can increase profits by 60%, but only 14% of marketers believe that customer centricity is important. Business owners need to pay attention to the experience that past customers have had, because potential customers certainly are when they look up reviews for your company. These experiences take place from their first interaction with your business to the day your professional relationship ends. Issues and frustrations can come up at any point, and it’s important that the owner of your business plays an active role in connecting with clients.
Take the Opportunity to Respond
Depending on how a customer leaves feedback, you may be given the opportunity to respond using different social media channels. Facebook allows customer reviews to be posted on your business page, but you also have the ability to leave a comment that responds to what they had to say. You should use this opportunity to address the customer’s concern, apologize if needed, and try to create an opportunity to improve their experience. This doesn’t mean you should only focus on responses – take the time to thank any customer who leaves you a positive review so potential customers know you play an active role in communicating with each of your customers.
Your business will never run completely smoothly, and not everyone is going to be happy with their experiences with your company. At the end of the day, the best way to satisfy as many customers as possible is to take their feedback seriously, look for areas to grow, and empower your team to provide the best possible customer experience to turn negative reviews into positive ones.