Feedback for your business is vital. Without feedback, you are relying on pure instinct and running your business in the dark. As we highlight how useful feedback can be, we will share with you how you should approach & utilise the feedback you receive.
So, what is the point of feedback? Apart from giving you an accurate idea of the customer’s perception and regarding for your business, it is also a crucial tool to make effective changes which in real terms; effects your bottom line! Feedback is often placed in a “nice to have bucket, instead of the essential one it justifies. To elaborate on this even when companies do ask for feedback, they often only ask happy or regular customers which absurd, ego-driven & defeating the purpose. Obviously, it is helpful to receive recognition for a job well done. When you are significantly challenged by receiving that scathing critique. That is when you will be prompted to make the change and a change for the better. As businesses, we do not grow or adapt if we remain stagnant, and to build on this without feedback, where are we getting this information, Gut? Instinct? Copying someone else? Let us promise you this; embrace the negativity. The more detailed someone’s negative feedback, the better, it really will open your eyes to a whole new business opportunity.
What’s the best and easiest way to get this ever so valuable negative feedback. In the ideal world, A customer would ask for a moment of your time and brief you on their discontent. We did say “ideal” world. It would be perfect as you could gain all the suggestions without everyone else hearing, judging and jumping to conclusions based on that sole opinion. However, what is more, likely is that the customers will pay for their goods or services, smile and say goodbye.
Within 24 hours, you will stumble across a paragraph on Google. This is often accompanied by a one-star rating stating how disgusted the customer was for reasons X, Y & Z and how nobody should ever go there. Chances are this will happen to every business at some point, our advice – Don’t panic. As we stated earlier embrace the negative response, don’t overreact and respond in a sympathetic, professional and calm manner. Understand their concerns even if you don’t agree and reassure them your business is not typically conducted this way. We would also go as far as saying your online reputation could be improved by a negative review (which is responded to correctly).
There is no escaping the fact most negative reviews are for all to see online, so as we advised, embrace and act accordingly. Then, if needed, make the changes/improvements in your business, especially if you start seeing patterns. “Great things happen when we listen.”
One final point on a common mistake we see, owners/managers are taking negative feedback personally. It’s easy to say, but everyone/every business can have a bad day as we are human after all, but it’s how we react that counts. Please, we implore you – seek the most cynical, critical constructive feedback you can find, make changes in response and watch the business results show.