You are dealing with the nasty customer. Demanding, curt, and downright rude sometimes, this customer is condescending and a know it all.
But they are a significant enough percentage of your business that firing them is anything but a no brainer.
Besides losing their business, you fear they will take out their anger in that Google review, unfairly ripping you and damaging your reputation.
This subject came up during one of the better Marketing Matters Monday morning workshops recently. It resulted in a lively conversation not only answering the question but tackling a bigger issue of how to handle reviews.
Two memorable points were made:
- First, do not fear the bad review. In fact, embrace it and see it for what it is: an opportunity. People might peruse your five-star rating reviews, but they will pause and take in your one-star customer word for word. What you do next can make or break the situation. Ignore it and you have a small chance of people seeing through the anger and accepting it as a bad experience. Respond to it, discuss the details, and either push back with your version of the truth or do a mea culpa, accept responsibility end say some version of, “Yep. We sure blew that one. Sorry!” and someone reading it will likely walk away with the correct impression that you take mistake seriously and seek to make them right.
- Second, circle the wagons around anyone leaving your review. They have shown themselves to be willing to comment. Reach out to this group for their input on future company direction decisions. They will be flattered and you will get free, honest information.
These days, we live and die by social proof. Don’t let the fear of a bad review stand in the way of punching the bully in the nose.
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It takes a village to find sales and marketing success. Find yours at SalesVault.pro or call Bill Farquharson at 781-934-7036.
