Posted 09/08/2016

Using Negative Online Reviews to Grow Your Business

Using Negative Online Reviews to Grow Your Business

Continually changing technologies, economics, and competitors make it hard for any practice owner to fully keep up with every aspect of running a business. Things change fast, and having a feedback loop that lets you know when something is off in your business allows you to fix little problems before they become big ones.

Obtaining reviews from customers on a daily basis, and monitoring reviews online, is one of the best feedback loops you can leverage for your business. It lets you know when something goes wrong, and gives you a chance to fix it before it becomes a bad habit, or before the customer has time to spread negative word of mouth. This allows you, and your staff, to quickly identify parts of the customer experience that are falling below the level that the customer expects.

When you know what to do with them, negative reviews are actually something for which to be thankful. The benefits of using negative feedback for corrective action are twofold:

First, the primary reasons customers stop doing business with a company are indifferent customer service, and poorly resolved complaints. When you gather customer reviews, you get the information you need to improve your service every day. And when you receive a negative review, it’s an opportunity to remedy the issue, possibly keep the customer, prevent them from spreading additional negative word of mouth, and ultimately improve your business.

And second, when you resolve a complaint in a public, online setting, others who read those reviews will see that you genuinely care about whether or not your customers have a great experience. They will see that you’re willing to make it right if, or when, things go wrong.

Great customer service is the ultimate competitive advantage. Obviously, your goal should be flawless, error-free, 5-star customer service with every client. You should have a pile of glowing, 5-star reviews for every bad review you get.

But mistakes happen. And the next time a customer has a less than perfect experience, remember that a negative review is an opportunity to improve your staff training, and demonstrate your great customer service by quickly solving the problem and turning an unhappy customer into a loyal fan.

Want to know more?

Get the full report for FREE: Click to download “The 7 Ways Your Online Reputation is Killing Your Business (and how to fix it)” by Richard Roll, M.B.A., and founder of ReadySetBoom.com.

Take control of your online reputation, and grow your business today.

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