What Do Your Customers Say About You?
Customer reviews can be a scary proposition. I guess we have been conditioned to this way of thinking in this digital age where reviews and comments are shared almost instantaneously to the whole world. Facebook, Instagram, Trip Advisor are just a handful of social media sites that allow customers to rate their experiences. Question is, do we want some feedback on our businesses? Are we afraid of what people may say?
In my recently re-launched window washing business, I have built, thanks to Wealthy Affiliate training, a new website. I have also used a number of online platforms and apps to source customers, including Airtasker. These apps actively encourage reviews from customers, since the more positive reviews, the better your profile looks to the prospective client.
So, rather than having good reviews just on those apps, I have set up a customer review page on my new website, getabetteroutlook.com. There is a contact form that people can fill out with any comments they make, and, just like our Site Comments here at WA, those contact form emails are able to be moderated, grammar refined and then pasted into the review page. So a disgruntled client, rare as it may be, can't hijack your webpage. It allows you to return to the customer and try to resolve the issue.
Customer Complaints
How do you handle customer complaints? Remember, a happy customer can be free advertising for you. I had that situation last Friday. A client who was going to post a positive review, later contacted me and said that there were some aspects of the service she wasn't happy with and requested I solve the problem. I returned there yesterday (Monday at 7am) to fix up her concerns. She was happy with the result and was also concerned that this complaint may sour our business relationship.
Her concerns were legitimate and it was now up to me to respond in a friendly manner and be sure that she was comfortable with the situation before I left. Sure, it was extra time out of my schedule, but it gave me a chance to learn from the experience.
Remember This...
Question to ponder: Are you afraid of customer reviews of your business? Don't be! Embrace them as it allows you to develop strategies that will make your business better.
Till next time,
P.S. Here is the link to read some recent customer reviews of my window washing business here in Australia.
http://getabetteroutlook.com/customer-reviews
Recent Comments
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When a review is going to be posted for posterity online, it's understandable that folks get a little nervous. But, remember, if you get nothing but rave reviews, people might think you planted them, so it might actually be a good thing if you get a harsh critique every now and then. As long as you know that you've strived to do everything you can to resolve the problem, it's all good!
So very well said. We have to be prepared for some negativity since that will help us learn and grow. It is the same when we ask for feedback about our websites through Site Feedback. We won't like all that is told to us, so we have to toughen up and work through it.
Absolutely. Most people want to be constructive; it is the small minority who want to trash your reputation.
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I did something like this a couple of years back when I first came to the wealthy affiliate. I was surprised. I think we only had 7 customers well 7 clients back then. What's 31 clients now maybe it's time to do this again. I had a forum from another group like wealthy affiliate. I'll do this again around Christmas Time.
Lying here in this bed I guess I do have more time now... Soon they're going to come in and take my blood pressure and all that mess.
Hope the health issues you are dealing with are not too serious. Sad to hear what you are going through.