A Tale of Two Businesses
I was at the foot clinic the other day and the doctor commented, "I saw your four star review for our clinic." A perfect score would have been five. My foot clinic has done a fine job, but they do lack a little in communication, so when asked to rate them (by Google local), I didn't think they earned the full score. Still, I thought four stars was solid, no?
The doctor pressed on, "I also saw that you are a social media expert. Can you tell me how to get rid of bad reviews?"
Ah. The classic question. The answer I gave him didn't seem to resonate. I told him that you can't get rid of bad reviews. The system is in place to empower the customer and his best bet as a business is to learn from your bad reviews (and use them as an opportunity to turn their experience around). His response told me that he wouldn't be interested in hiring me to help them anytime soon. ;)
This week's video takes two experiences I had with two recent businesses. Both initial experiences were bad, so when prompted, I left "a bad review" for both. What each of these companies did to follow it up (and both were EXTREME - and true stories) provided me great fodder to show a contrast in how to respond to bad reviews online.
Have you experienced anything like this?
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Truly Social is a web series that you can share with your boss or client when they’re not really “getting” social. It’s also the name of my company — where we work with clients on helping them develop their own content series.
I’ve been working on this social stuff for over 18 years and I’ve been a participant in the social web since 1992. My videos (usually) come out every week …with ~5 minute “lessons” on what are truly social practices (and what are NOT).
Director & Principal Consultant - Saie Comms - Communications | Creative | Customer Experience (CX) Specialist
6 年Natasha Woolley Shannon O'Connell
Blogger and product reviewer at satonmybutt
6 年I have been testing products and writing reviews for over two years now and the hardest part was writing a negative review. But I make sure that my reviews are honest, I don't say it's great just because I was sent it for free to review, that serves the interests of no one. I was actually quite surprised that many brands react positively to the criticism and some have made changes based on the comments. I get so frustrated when I see reviews saying a certain product is amazing when I have tested it and know that it is just bloody horrible, I know brands need good feedback but it should be truthful.
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6 年Be the sun...what's great takeaway! Thanks for the the great video!
CEO at Xponent21; The Richmond Water Guy; ESPN Talk Show Host; AI Community Builder
6 年Love this. It blows me away how even people I've worked with in the past get all defensive and let bad reviews get the better of them. Your advice is spot on. I'd add that companies that want to thrive need to provide a great experience for customers, non-customers, employees and vendors in order to succeed. If done well, EVERYONE will clamor to work with you.