Make a pos­i­tive out of com­plaints

Canning Gazette - - SHOP LOCAL -

Lo­cal Busi­ness Mat­ters David Ea­ton – WA Small Busi­ness Com­mis­sioner

NO mat­ter how long you have been in busi­ness, there is noth­ing quite like the sting of a neg­a­tive re­view.

With more op­por­tu­nity for cus­tomers to share their opin­ions with the world via Google Re­views, Face­book and other plat­forms, ev­ery busi­ness owner needs to know how to ad­dress neg­a­tive feed­back in a very pub­lic space.

While it’s never nice to re­ceive poor feed­back on your ser­vice or prod­ucts, it doesn’t need to im­pact your busi­ness – if you deal with it in­tel­li­gently. You could even win new fans by show­ing how you re­spond pos­i­tively to crit­i­cism.

Firstly, never ig­nore a bad re­view.

You should re­spond as promptly as pos­si­ble, al­though avoid the key­board when you are feel­ing hurt or an­gry.

If your cus­tomer’s con­cern is gen­uine, an­swer in a po­lite, pro­fes­sional man­ner, ac­knowl­edg­ing the prob­lem and ac­cept­ing re­spon­si­bil­ity for the is­sue as the busi­ness owner.

Af­ter ac­knowl­edg­ing the re­view, try to take the dis­cus­sion off-line as quickly as pos­si­ble.

Give the re­viewer your email or mo­bile num­ber so you can gather any ad­di­tional de­tails needed to re­solve the mat­ter pri­vately.

There is a grow­ing trend of mis­lead­ing or fake re­views be­ing posted by com­peti­tors, dis­grun­tled staff or former part­ners.

It may be more ef­fec­tive to re­spond to fake re­views with a state­ment such as ‘While we take feed­back se­ri­ously, we have no record of you be­ing our client and be­lieve you have re­viewed the wrong busi­ness’.

Re­mem­ber to en­cour­age cus­tomers who are happy with your prod­uct or ser­vice to add their re­view.

The Small Busi­ness De­vel­op­ment Cor­po­ra­tion of­fers a range of on­line and in-per­son ser­vices.

Visit small­busi­ness.wa. gov.au or call 133 140.

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