You’ve heard time and time again that your organization should be interacting on Facebook and Twitter, and even posting regularly on your blog. If you are, you’re heading in the right direction.
But face it we don’t live in a perfect world. Even your favorite restaurant, doctor, grocery chain, will mess up and have bad days.
So why do small businesses, retailers, manufacturers think that a bad review on Google, Facebook any of these online media sites can be a negative. I think a big part of it is human nature, we don’t like something negative and that it can only mean a bad thing. But maybe it’s because we just don’t understand the negative, but once you understand and embrace it you might be surprised.
AN OPPORTUNITY THAT BUILDS TRUST
Most customers that complain online just want you to listen to them, and help them with their problem. If you’ll do that, you’ll often flip a detractor into an evangelist. The key here is to monitor and respond to them in a timely manner. In doing so it helps personify your brand, build trust, and prevent lost customers.
Believe it or not, bad reviews can actually increase sales if you welcome feedback from your customers. NEGATIVE REVIEWS provide balance. Think about it, 90% of products are researched online before we make a purchase..why? Because there is so much information available to us online and we as consumers lower our level of perceived risk by reading what others have to say about a particular product. No one expects a product or service to be perfect. A negative review helps us confirm whether we can live with the faults of the product or the service of a company.
BETTER BUSINESS DECISIONS
If one of your products or services continually gets a negative review, thats a strong hint that you should make dramatic improvements in your product or service. The saying is 10% of life is what happens to you 90% is how you react to it. Let a negative review be YOUR time to shine! To show you care enough to listen and make something better not only for the client who left the negative comment but for those future readers. So when you get those negative comments on your pages, don’t back down. Be transparent, helpful and get a conversation going. Sometimes even your biggest fans will jump in and help you by making good comments against the negative feedback.
NJC Printing provides quality digital and offset printing to businesses in St. Louis, Missouri and throughout the Midwest. Please visit our website at www.NJCPrint.com to learn more about us or to Request An Estimate.