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Negative Customer Reviews: Avoid These Deadly Mistakes

Deadly mistakes you want to avoid when handling negative customer reviews

No one, no small business owner wants to see negative customer reviews. They can be so totally disheartening, annoying and quite shocking.  If you can take a step back they can also provide you with some honest feedback about areas of your business that you may be blind to. This isn’t always the case but important to take a look and be honest with yourself.

Online reviews are here to stay so it’s best to know how to handle them correctly and how not to handle them.

Here are some common mistakes business owners make in handling negative customer reviews

1. Don’t Get Emotional

One of the biggest mistakes a business owner can make is to take negative reviews extremely personally. While negative reviews can be hurtful, it’s important not to get swept away into an emotional state of depression, anger, self-pity or hopelessness. If you have a few negative reviews amidst a lot of other positive ones, realize that these are just the opinions of a minority. Also understand that people need to air their grievances and possibly found the easiest way to do it was online. By having a sober and objective view about negative publicity, you will be able to better tackle the problem in a calm, organized and respectable manner than if you are on an emotional roller-coaster.

2. Don’t Fail To Research The Complaint

KNOWLEDGE IS KEY: One of the key weapons in dealing with negative reviews is having an arsenal of factual information about the business transaction that resulted in the negative publicity. However it’s easy to get impulsive and immediately respond to a negative review without checking your facts. This can only lead to false assumptions and further public embarrassment as you will come across as a business that doesn’t know what it is talking about.

Getting your facts right is also critical in knowing whether the negative review was accurate or inaccurate.

  • Were your employees really rude to that customer?
  • Did that package go to the wrong shipping address?

If your facts reveal your business messed up, you will need to apologize and rectify the situation and if the client was the problems, you can still approach them with a mind to helping them see your side of the story.

3. DON’T Be Defensive

Another big mistake is being overly defensive and seeking to pass blame to everyone but your business. One of the marks of being defensive is getting involved in a back and forth online shouting match with your customers. This is definitely not the way to go because first of all, you have an online audience witnessing your tirade and secondly everyone expects your business to be professional and take the high ground.

As you engage, maintain a respectful, truthful and objective approach as this will most likely win over your negative reviewer and other online users

4. Don’t Ignore The Review

Take your head out of the sand!!

Just as bad as being defensive, is being flippant and ignoring negative reviews. Every negative review is worth taking a look at and worth rectifying to the best of your ability as a business owner. By burying your head in the sand and ignoring what people are saying, you are only setting up yourself for a major storm ahead. It’s always best to nip bad publicity in the bud and save yourself a lot of trouble and money down the road.

As I said, customer reviews are here to stay.  It is important to be on top of them.  The good and the bad!

crconlinemonitor3Check out our online monitoring service — we monitor your reviews, we help you generate new reviews and we help you handle the good, bad and the ugly!!

www.MeetWithDonna.com

Getting Customer Reviews

How To Get Audio/Video/Photo Customer Reviews For Your Small Business

Customer reviews can be so helpful to a company.  Video and photo gives you an added advantage of add authenticity to the review as well as search engine ranking power.

customer reviewsAn often overlooked method of collecting online customer reviews is through videos and photos. With so much emphasis on written reviews, no one bothers thinking about video and image reviews yet they have a more powerful influencing effect than text due to their visual and audio benefits. A majority of people take in information better and actually enjoy doing so when it is present in picture or video format. Cell phones give you an easy way to collect both video and photo’s for your reviews.

As with anything there is a right way and a wrong way to collect video and image reviews. Let’s start with how NOT to do it. Do not try recording videos or shooting photos of your customers on an ordinary business day at your shop. There will be no excitement necessary to portray all the right mix of emotional energy to make the review enjoyable and convincing.

The right way to do it is to capitalize on an event that is taking place at your business or being sponsored by your business. Events include:
* Parties
* Concerts
* Product Launches
* Store Openings
* Holiday Celebrations such as Halloween, Christmas, Independence Day
* Community Events
* Fundraisings
* Sporting Events
* Family Fun Days
* TV Coverage of your business such for a show.

These are all opportune moments to take video footage and photos when your clients are exhibiting positive emotions – they are excited, attentive, entertained, astonished, cheerful, engaged and relaxed. If asked a question about your business, they will be able to naturally and enthusiastically give a positive customer testimonial. You can easily set up an area for shooting the short 30-60 second reviews.  Have someone else record the videos so that customers don’t feel uncomfortable.  But when you are at a special event, you have your fans there! These are the people you WANT to give you reviews.

With their permission, you can post these videos and photos on
* Your website
* Your facebook page
* Your YouTube channel
* Your review site and business directory profiles

Videos do not have to be lengthy – in fact the shorter they are the better. A 60 second video clip is just the right length. While you may think you need expensive equipment to make this happen, a simple point and shoot digital camera or a good quality mobile phone camera will do the trick. You want your videos to look amateurish because that makes them look more credible. Super professional videos just look fake and hard to believe so it’s best to keep it simple and believable.

Start adding video reviews to your website.

With some cool plugins you can have a carousel of video testimonials.

crconlinemonitor3You can also ask people to add reviews on social media sites.

OR of course, we are glad to help you.

If you want assistance getting your customer review program started…..

Set up a consult with me: www.MeetWithDonna.com

Your Book, Your Business Card

Smiling Woman with Stack of Books --- Image by © Royalty-Free/Corbis

Smiling Woman with Stack of Books — Image by © Royalty-Free/Corbis

Adding a BOOK to your marketing strategy makes sense!

Everyone, yes everyone has a story! And as a business owner you also have expertise!

You might think that you are SELLING a service or a product, but you are also selling YOU!

Your story, your expertise, your knowledge and experience, all make a difference in your business.  Imagine, an electrician that knows nothing about electrical.  Would you hire him or her? I know I wouldn’t.  That is exactly what I mean. YOU — >> are an expert in your field.

You need to shine a light on that and a book is one of the best ways to do that!

Adding a book to your marketing plan gives you credibility beyond an article or a report.

It gives YOU a book that you can have on your counter, for sale or as a give away to your new prospects.

With the advent of the Internet — you can also use it as a business building tool via e-books.

Publishing a Book Can Be Your Best Business Card!!

Take my 5 Day E-Course and Receive a complimentary copy of:
self publishing bookTen Top Things YOU Need to Know About Self Publishing

Then receive 5 days of tips and strategies for getting your book finished and start your book marketing journey!!

Self Publishing makes sense for many business owners because you retain control of your book and you can use it more easily with event planners, as give-aways and business builders.  Self Publishing is easy and you can get your book into the hands of your prospects in less than 90 days or even 60 or even 30!!  But the most important step is to get STARTED!!




Webinar Jeo Replay

webinar jeo replay

Webinar Jeo Replay Is HERE!!

Have you had a chance to look at Webinar Jeo yet?

I think it looks incredible. Check out the Webinar Jeo Replay.  This webinar happened a few days ago.  But I wanted to give you a chance to check it out.

The price is great.  Think about it, compared to the other players — GoToMeeting/GoToWebinar it is a HUGE savings.

It is built by a reputable team — Walt Bayliss.

I have used products developed by Walt for many years.

So, here is the webinar replay!

Webinar JEO is designed to be a fully functioning webinar and live streaming software for your training presentations, meetings, collaborations with  an unlimited number of people.

Built in partnership with Amazon’s Web services infrastructure, Webinar JEO has the backing to increase computing power to an unlimited level. This provides assurance to it’s users that the events will always be ‘kitted up’ with the best hardware as it’s backing.

More Information http://webinarjeo.com

Webinars are one of the best ways to build your business. They give you a broader reach, beyond your local community, but they also make it possible for business owners to access your training in a convenient way.  Saving on travel time and expense.

You can record your webinar and have the replay available to people for days, weeks, or even years to come.

There are so many possibilities when it comes to webinars and how you can use them in your business.

This software is at an incredible launch price.  Save hundreds of dollars today.

 

Client Attraction: Webinars to Attract NEW Customers

client attractionWebinars can be GREAT Client Attraction Tool:

Whether you are a real estate agent, dress shop owner, pet store, plumber, consultant, massage therapist or lawyer, webinars can help you to build your business and be a great client attraction tool.  With webinars you can build your reputation, your expertise status and your reach.

Your webinar can give your current clients access to you from the comfort of their home or office.

Maybe you are wondering — What would I say on a webinar??  Great question!!  I am glad to brainstorm with you specific ideas for your business but here are a few off the top of my head:

  • fashion tips and trends
  • home prep for sale — staging, how to sell fast and easily, pricing right….
  • maintaining your homes systems — plumbing, electric, HVAC….
  • top strategies for staying relaxed
  • meditations
  • when you need a lawyer
  • how to hire the best…..xyz professional

The possibilities are endless.

BUT — >>> once you decide to use webinars as part of your marketing strategy, then you have to figure out the details — how to do it and how to afford it.

That is where Webinar Jeo comes in.  It is state of the art new webinar platform that is running off of Amazon.

Walt Bayliss the developer has a track record of innovative software development.  I have purchased his webinar platform that ran on Google Hangouts — RunClick.  Great software too, BUT hangouts were buggy and it made it challenging.

I am so excited to see this new software launch and get in the special launch pricing.

Compared to GoToWebinar — the price is an annual payment that is less than what most are paying monthly with GoToWebinar — and the benefits exceed, far exceed what you get there.

Unlimited partipants

Evergreen webinars — if you don’t know what these are you need to. Evergreen can save you hours and hours and still bring in more clients.

client attraction This software looks to be the biggest webinar platform launch in a long time and many, many Internet Marketers are moving their business over to it.

It just launched yesterday and already it looks to be the biggest launch in JV Zoo history.

Incredible.

I know that I have tried several other platforms and am excited to be back with Walt Bayliss on Webinar Jeo!

 

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