Page 53 - My Marketing Sucks Book

Dissatisfied customers want to know you take their concerns seriously. A boilerplate response
says you don't actually care, and that you're just responding for the sake of optics.

Responding authentically means responding to the individual. While the content of your
responses will inevitably be similar at times, resist the urge to save time by pasting in standard
responses.

8. Turn the situation around
Keep in mind that when handled correctly, people who complain the loudest can potentially
become your most vocal fans and advocates.

When responding to complaints and negative feedback, go in with the attitude that there is
something to salvage here. Instead of writing off all negative reviewers as unreasonable, do
your best to satisfy them and turn them into a repeat customer.

Of course, sometimes this just isn't possible. In those situations, remember that a respectful
and generously-worded public response can actually make you look better, while at the same
time discrediting the reviewer.

Courtesy of Inc. magazine

Negative reviews can feel lousy, but they aren't the end of the world. Believe us,
we know!

If you're providing a great product or service and take customer service seriously,
a few negative reviews shouldn't do irreparable harm to your business.

On the other hand, if you find that negative reviews are consistently
outnumbering the good, your issue is probably less reputation management and

more business improvement.

Fix what's broken in your business, and then deal with fixing your reputation.

Follow these tips and you can dramatically increase the results of your online

traffic and lead flow. The kicker here is most of these won’t cost you a cent, but
they can turn your business around - immediately!

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We created a 7 Points of Contact Evaluation Guide.