Online Customer Reviews Nobody is perfect. And, no company is perfect. It’s not a matter of if you will ever have a customer complain. It’s when. Something is going to fail. It may or may not be your fault or in your control, but you are going to hear about it. And there is a […]
Nobody is perfect. And, no company is perfect. It’s not a matter of if you will ever have a customer complain. It’s when. Something is going to fail. It may or may not be your fault or in your control, but you are going to hear about it. And there is a chance that your customer will tell more people than just you. They will shout it out to the rest of the world by airing their disappointment on Twitter, Facebook or other social channels. Or they will post their comments on Yelp, Trip Advisor or other review sites. And don’t think that this is limited to just B2C types of businesses. There are hundreds of B2B industry review sites for customers to leave their negative reviews.
All that said, a negative review is not so bad. I’ll give you two reasons.
Here is the bottom line. A negative review, like any complaint, is an opportunity to show how good you are. The difference is that review sites take that opportunity public, which can be good; very good!
When people are looking at review sites, they are looking for confidence to support their desire to buy whatever you’re selling. Peer reviews are important. Seeing that a company fixes a problem may be even more important. Embrace the negative review as the opportunity to show the world that you take care of your customers!
Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright © MMXVI, Shep Hyken)
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