No business owner wants to receive negative reviews, but they can actually be an opportunity to recover a customer.
If a customer leaves without leaving a review, they may never come back.
However, if they write a bad review, you have the chance to MAKE THINGS RIGHT and bring them back into your business.
“No business owner wants negative reviews. However a negative review gives you an opportunity to recover the customer, if that customer leaves and they’re not asked for a review, they’re upset.
They leave, they don’t come back, and you never see them again. If they write a bad review, you have an opportunity to make things right. Get them back in and recover that customer.”
By doing so, you can turn a negative experience into a positive one for both the customer and your business.
So next time you receive a negative review, take it as an opportunity to improve your business and BUILD CUSTOMER LOYALTY.
But before we proceed, don’t forget that this episode is brought to you by videocasestory.com. Click here if you need help collecting, crafting, and delivering customer stories.
IS CONTINUOUS TRAINING THE ANSWER TO THE BEST CUSTOMER EXPERIENCE?
Without regular staff meetings, best practices discussions, and expectation setting, your team simply won’t be aware of what is expected of them in terms of providing an excellent customer experience.
“They haven’t been trained in customer experience training, so they simply don’t know how to execute it.
They don’t have regular staff meetings. They don’t talk about best practices. They don’t communicate their expectations to their staff. Therefore their staff doesn’t execute the best customer experience. And then they get upset when they get a bad review.”
And when they don’t meet those expectations, you’re likely to get negative reviews as a result.
So, if you’re looking to improve your customer experience, consider implementing a continuous training program for your team.
It could make all the difference.
POOR CUSTOMER SERVICE IS A SILENT KILLER
There’s no question that poor customer service is a silent killer.
In today’s competitive market, businesses can’t afford to provide anything less than the best possible service to their customers.
“Poor customer service today is a killer. We call it the silent killer.
There are too many places you can go to give your money to today that accept poor customer service. You have to wow the customer, you have to delight them, and if you don’t people will go elsewhere.”
Most people are reasonable, and if you can resolve their issue swiftly and efficiently, they’ll be more likely to forgive any inconvenience they may have experienced.
Always err on the side of caution when it comes to customer service. It’s better to go above and beyond to make sure the customer is happy.
In the long run, it’s worth it to keep your customers coming back, again and again.
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