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Anyone in business today is concerned about online reviews. Am I getting enough reviews? Do I have bad reviews that are hurting my business? Should I be doing a better job of monitoring?
We’ve written several posts about the importance of online reviews and even shown an example of how an entire industry has changed because of online reviews. While you might see online reviews as a thorn in your side, they are actually forcing people to rethink the way they do business, and in sum this is a good thing (even if it makes you a bit grumpy from time to time).
The Not-So-Distant Past
Before online reviews, the good or bad impression your business left just didn’t travel as far. Don’t like the way someone is dressed, kick them out of your place of business. Don’t feel like working today, be in a bad mood and take it out on whomever is in your path. Have a grudge against a particular customer, just ignore them.
But today, if you take out your frustrations on a customer, you are going to hear about it online and suffer the consequences. Depending on what you do, it could go viral and really hurt your business.
Since everyone now has a say in how you operate your business, it’s forced many business owner to completely rethink the dynamic with their customers. While it can be frustrating that other people have this much control over you, it’s actually done one great thing: improved customer service levels across the board.
The Golden Rule
You heard the Golden Rule growing up, and you better be applying it to the way you do business:
You should treat others as you would like others to treat you.
What a simple concept. Do business and treat your customers like you would expect to be treated yourself when visiting someone else’s business. Treat each customer and make them feel special just like you like to be made to feel special when you are making purchases or spending money on a service. Go above and beyond to make that person feel good about themselves and their purchase and walk out your door happy.
How hard is that, right?
The Bottom Line
You are not going to make everyone happy, all the time. As your momma probably told you, expect the best but plan for the worst. Even if you work hard at delivering stellar customer services, chances are good that someone you serve is going to be disappointed and need to voice their disappointment online.
When this happens, ensure that you have done your part to try to make things right with that individual and take a step back to hear the complaint and revise your processes if necessary. Online reviews are definitely a new thing we must all think about, but they also reveal the two-way street: if you want great customer service, you better be able to dish it out too.
