the episode

You may not believe this, but a negative review is a gift. They give you a chance to improve to change your customer perception, and maybe even be a hero.

When someone writes a negative review, they’re annoyed at your company, not you, so don’t let it get personal. Instead, put yourself in the customer shoes and get ready to engage. Be sure to respond quickly to take control of your brand and the narrative.

As you respond, be sure your answers are well written with good grammar and spelling and resist the urge to respond quickly on your phone. Why? Because autocorrect may make you look a bit foolish and may make things worse.

Remember people often write a negative review because they just want to be heard. So give them that opportunity. Reach out, try to take it offline so you can resolve the issue.

Finally, deliver service with a smile. It’s hard when someone says something negative but that’s what you need to do. Thank them for their feedback, acknowledge their dissatisfied and do not try to prove them wrong. The argumentative tone never ends well. The fighting escalates, you don’t make the person happy and worse. You show other people but if they’re dissatisfied, you’re likely to treat them poorly as well.

The bottom line, don’t be afraid to see it as an opportunity to do better

about the marketing minute

Each week, host Lorraine Ball shares just a few words on a marketing topic. She boils down creative ideas, practical tips, and decades of real-world experience into a mini podcast which is always less than two minutes.

Look for these mini bits of marketing inspiration every Sunday.  Then come back and enjoy the longer interviews every Thursday.

Look for the mini podcasts and full episodes on iTunes, Spotify, Google Play and wherever you listen  to podcasts.