Your business’s reputation can make or break your success. With the rise of sites like Google Plus and Yelp, it is important to keep an eye on what people are saying about your products and services. Take some time each week to check out your online reviews to make sure your reputation is safeguarded.
Dealing with the Critics
There is an old saying that states, “A happy customer will tell five people, an unhappy customer will tell 50.” In the age of the internet, that 50 people can be multiplied to 500 or 500,000 quickly. So it is important to put fires out before they get out of hand.During the life of your business, you will upset a few people from time to time. Perhaps you did you best, but the customer simply walked away unhappy. We have all dealt with that one problematic customer. No matter what you do, they will not be satisfied.
During the life of your business, you will upset a few people from time to time. Perhaps you did you best, but the customer simply walked away unhappy. We have all dealt with that one problematic customer. No matter what you do, they will not be satisfied.
These unsatisfied customers may take to the internet to vent their frustration. It is your job to keep an eye out for potentially damaging reviews. When you see a negative review, take the high ground. Recognize that the customer had a legitimate complaint regardless of what you believe the situation to be. You don’t need to agree with them, but recognize the legitimacy of their comment. Then, take responsibility for what you believe caused the customer’s gripe. After that, state your side of the story and explain the steps you took to resolve the issue.
Do not put down the customer or argue with them, this will only lead to a comment war, and you will look foolish to anyone who comes across the review. Always take the high ground, and your reputation will stay safe.
Be Grateful for Online Reviews
Receiving a positive review is wonderful! These are much easier to respond to appropriately. Thank the customer for their patronage and give them a positive customer review if you remember who they are. Responding to a happy customer’s comment will ensure they stay that way and return to your carwash.
Respond to all online reviews positive and negative and protect your online reputation. This will also help build your social media presence and boost your web presence on Google.
For more marketing tips be sure to visit Wolford Communications. They are the carwash industry’s go-to marketing specialists.