When is a negative internet comment not such a bad thing? The answer—when you use it to your advantage.
I talked before about the importance of reputation management. For the small business owner, the word on the internet can make or break your business. You have to be on top of it. That means vigilance. While there are a number of tools to help you track comments made about your business or brand, Google Alerts is easy and free. If you are not using it—you should.
Let’s say you do all the right things. You are using CRM software, you have a great business plan, and a tight storefront with well-trained, engaged employees. Super. Things will never go wrong—right?
That is incorrect. No matter how well you run your business, there are going to be mistakes, a customer or client is going to get left out in the cold—and they are going to complain. Trust me. As an experienced small business owner, I know the pain of mistakes that just should not have been made.
Sometimes, though, there was no mistake. You just have an unhappy client, or someone trying to stir up trouble for your business. Does it happen? A lot.
Take advantage of a poor review
We already know that online reviews are important. People believe what they read, often without considering the credibility of the reviewer, or the circumstances behind a complaint. So let’s take a look at how to turn a profit on a bad situation:
You cannot please all of the people all of the time. But when you treat people who complain with respect, courtesy, and generosity, they usually respond in kind.
After you resolve the situation, take advantage of the feedback to take a hard look at what you could do to avoid a similar complaint or mistake. Complaints are just outside interests helping you troubleshoot your own business—take advantage of the information, and the opportunity.
As a small business owner, I know how to turn the tables on hard times to help you earn your first million. Get a super start on the New Year by attending one of my free webinars, or give me a call at 585-633-7563 today.
Yours in profit,