by Art Piccio . July 1st, 2014
One negative review is all it takes to adversely impact your future prospects with clients and customers. While producing products and services people actually care for will always be the best way to avoid this, you’ll never please everyone and chances are pretty good someone will give you a bad review in the future.
This post isn’t mainly about how to do damage control, but rather -WHY you have to do it. Visioncritical.com recently made this infographic on how much unhappy customers can set back your business.
5.) Address issues as quickly as possible.
I also work in the online printing industry. As a rule of thumb, we try to handle all complaints within the day. The more time that elapses before reviewers get an answer, the harder it will be to get them on your side.
We’re not saying you shouldn’t ignore the occasional complaint — it’s a totally valid action in a few cases. But it’s one thing to willfully ignore a groundless review, it’s totally something else to not know something exists.
4.) Develop a standard procedure for handling negative issues.
Give them a coupon code, or a discount on the next item or project. Whatever makes sense for your business. The point is you should already know what to do in case the inevitable bad review comes your way.
3.) Avoid burning bridges.
We’re not saying don’t burn them ever. Some people are more trouble than they’re worth. But if you could part ways with all parties looking like winners, it not only reduces the chance of a FUBAR situation escalating, it may very well lead to referrals in the future.
2.) If merited, change the thing that led to the negative review.
This really goes without saying. We all mess up. None of us are perfect. Get over yourself, and leave me to get over mine. We can ALWAYS do better.
1.) Be an adult. Or pretend you are one.
Don’t take things personally, even when you’re attacked personally. Take it as an opportunity to make things right, for your customers, and for yourself. Easier said than done for new (and old) entreps who feel a strong passion for what they do. But it has to be done.
What other tips can you share? Comment below!
Arthur Piccio manages YouTheEntrepreneur and has managed content for major players in the online printing industry. He was previously BizSugar's contributor of the week. His work has appeared multiple times on The New York Times' You're the Boss Small Business Blog. He enjoys guitar maintenance and reading up on history and psychology in his spare time.