No matter how good your service or products are there will always be those that do not like it. It could be a “bad day”, “new hire”, or any other reason you can think of. Sometimes it may even be an unethical competitor looking to hurt your business. That said, “reputation management” does not mean you always have to wait to go on the defensive. There are many ways you can manage your reputation by going on the offensive. By going on the offensive and remaining pro-active you may have enough positive items in place so that when, yes when, you do receive that negative rant about how bad your service was, it won’t keep the next customer from coming in. There are also many ways to obtain new customers from positive reviews and word-of-mouth advertising that we can assist you with.
Sometimes we talk to people that have a “it will never happen to us” attitude. They have been around awhile and have “done everything right”. My first thought when I hear from them is “why are you calling me?” but then about 2 minutes into the conversation they seem to be using phrases like “I’m not sure when it first started happening” and “We were just too busy at the time to pay attention”. I think everyone that has been in business for any length of time and has been successful reaches a point of complacency. That’s a dangerous position to be in. There are those that will never see it coming and there will be those that just know something is not quite right. If you think that you might be headed down this road then you have already done the hardest part. You have recognized it before (hopefully) it is too late.
Tip! – You would be surprised to learn how many people in a management position never hear a customer complaint. Make sure you have systems in place to handle feedback from your customers. Additionally, if you do receive a complaint or a bad review we always recommend to our clients that they listen to and respond to all of them no matter how much they feel that they are a “never” customer or that they “don’t need that one to stay in business”. Listening to customer feedback and acting on it can go a long way towards heading off those bad reviews that “stick” online when someone is searching for information about your business or businesses in the local area. In this “electronic age” it does not take many of those bad reviews to start having a negative impact on your bottom line.