This is probably the most important part of the picture that is your brand. If what you say about your brand is not in line with what others have said, “game over!” Thus, you need to make sure that you get as many reviews as you can about your business. Other people selling for you is always stronger than you selling yourself because they provide proof of concept, that what you propose to do and the values of your brand actually work. There are two times you can get reviews.
At The Height of Satisfaction
When they’re singing your praises and happy at the outcome ask them for a review (referrals too) and provide them a link. The link is crucial because you’re asking them for a favor. If you make it difficult then they won’t do it.
This is also called reputation management. You should already have the emails and mobile numbers of your clients. Using a reputation management software allows you to enter them into your system and at a determined point they’ll be sent a message thanking them for their business and requesting a review with links attached. The advantage of this is that, again, you’re holding the brush. If they had a bad experience, they can address it with you first. Before their review goes live you get notified and you can address it. They’ll subsequently be happy and leave a positive review.
You can’t please everyone.
Most of the time people just won’t come back. They may complain to a few friends and then move on. If they feel a “moral obligation” to warn people about your business, you can address it in the following ways.
Reach out to them directly via phone or face to face and address the issue.
Most people complain because they want to be heard and bad news travels faster so they will be heard to the detriment of your business. If you hear them and fix it, ask them to amend their review and they will. If you can’t see eye to eye, then make a short statement that you’ve tried to address the issue. Don’t fight back or state your side.
I’m a fountain pen aficionado and I was reading a review about a pen I wanted to buy. I read a few positive reviews, but mainly LOOK for the bad ones to see the real truth about the product. Of course, there was a bad review.
The owner left a simple comment stating that they wish they’d contacted him first and what they did guaranteed it would break. The customer should’ve followed the multiple videos on their site about proper care and maintenance. Without the owner’s comment I wouldn’t have bought the item because the review was that bad. Now I saw it for what it was, the user’s own fault and he’s voicing his complaint. I ignored it.
Responding to bad reviews in a professional manner lets people know you’re not just out for money, but you do your best as an owner to provide a good experience.
Hold the Brush Don’t Guide Their Hand
Ultimately, you’ll paint the true picture of what it’s like to do business with your brand if you do everything to control the experience of doing business with your brand. Until next time I wish you much success transforming your business into an amazing brand.
Images courtesy of Pixabay.com
George Paul III is a branding expert and award-winning designer. He’s the Founder of Seize the Brand, an education platform designed to empower business owners by leveraging the power of branding to realize business and life goals.
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