The dissatisfaction of poor quality and service will last longer than the sweetness of a low price. I don’t know where I heard this before, but it still rings true in today’s world. With the inception of social media (LinkedIn, Facebook, Instagram,Yelp) and reviews for businesses, these “dissatisfactions”may have lasting effects on your business. Being that it’s Super Bowl Sunday, I decided to tackle why these reviews are good for business and how we turn negative comments into positive situations for the customer and our business.
At 2 the Tee, when evaluating ideas, we lean towards making a list of positives and and a list of negatives. 9 times out of 10 whichever list is longer answers whether we will be moving on with the idea or reevaluating the idea. For social media, it was very evident that
1. Social Proof Drives Purchases
2. They Make You More Visible
3. They Make You Look Trustworthy
4. They Expand the Conversation About You
5. They Are Increasingly Essential to Decision Making
6. They Have a Clear Impact on Sales
7. They Give You An Open Line to Consumers
The hardest part with reviews is those dissenters. We all have them. The ones that only negatively comment on reviews. The ones who have reviewed 2500 times and they are all negative. How you use the information spewed can go a long way for your training process in your office.
Take those posts and share them with the office. It can be in sales meetings or production meetings , but share it. Let the employees understand how harmful words can be on your small business and have them be a part of the process to rectify the situtation. Then talk about what can be done better in the sales process to reduce how many bad reviews you get in the future.
Ultimately, reviews are good. It’s what you do with the info that can make all reviews……Great!
