The fact of the matter is that you are bound to get a negative review. I said it. But that doesn’t mean that your business is now doomed. And it does not mean you will no longer be able to run your business with success.
Yes, it has put a bit of a damper on things. And yes, it is never a good thing for your reputation. But there are ways you can bounce back and there are ways that you can start avoiding a negative review.
Businesses are built on the reputation they have. And there are times where a poor reputation may have the ability to break your business. But that’s where you need to step up. Start making yours one that can’t be broken, even if a negative review decides to pop out of nowhere.
The hardest thing about it all? It is so much easier these days for any customer to write a post online and use the internet as their voice. With this said, it becomes highly competitive for restaurants, businesses and other hospitality industries, to find their voice and be seen as a business to take seriously. There needs to be certain things put in place to ensure your name is out there, and in a positive way.
If you do not have a reputation strategy put in place, take these few tips to avoid getting a negative review.
Ask what they like and what they don’t like.
Why not go straight to the source? It is the simplest way of figuring out if what you are doing is satisfying your customers experience with you, or not. Understand where they are coming from and make sure they are leaving with a smile on their face. Ensure they want to come back again.
The most important thing to remember is to do this before they leave, as it is a lot harder to get in touch with them once they walk out of those doors. Make it a conversation that gives you information and makes them feel comfortable and satisfied.
Customer service training
As any business owner, you must have some idea of how you think your customers want to be treated. You at least know how you want to be treated if you were on the other side of the table. You need to ensure that everyone on your team is on the same page. They need to understand the importance behind making each and every customer feel valued. Set aside a day every month where you have a training set up to go through the values and standards you want to be set. Make sure that everyone understands and knows what is expected of them.
Touch base with the simplest of things. The language that is used, the way a phone call is answered, how to handle a customer when they are upset. Each of these things will start to play a bigger role as you get a wider customer base.
Always be available
No matter if it is on the phone or over a message, always have some form of contact available for your customers. Have a section on your website that allows people to leave a comment, complaint or even recognition. This way they can feel that they can always get a hold of you and express how they feel. Customers enjoy the idea that their voice is being heard and they may feel that their opinion is highly important.
Once a comment has been left, follow up. Whether you are replying to a complaint or a comment of recognition, make sure you have a professional voice that results in the customer feeling better than they did before. Never get defensive when you get into a negative conversation and keep the values and standards of your business throughout.
Be the best
At the end of the day, you need to find your niche and work with that. If you feel like you are not the best, or you can be better, do everything possible to get to where you want to be. You need to have no loop holes that you feel a customer can complain about.
Given that social media, and the internet in general, has taken over almost every form of communication, means you have to be the best you can be on those platforms too. Build each platform with consistency and creativity, and keep up to date with all the latest trends. People are trusting online reviews from customers more than ever, and that is where you need to thrive.
No matter what, someone will have something negative to say. Whether it is fake or not, it will still bring down the reputation you have built up. Develop a crisis plan, reiterate your standards, be kind and never turn aggressive yourself. You need to continuously uphold your business and ensure that you are the best possible business you can be.
Don't hesitate to contact us for more information about avoiding a negative review.