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How to Respond to Bad Online Reviews

In an increasingly digital, on-demand world, that’s so closely and quickly connected, it’s easy to find out about a business before you do business with them. It also provides an environment where customers can cast your business in a negative light on a very public forum. Let’s face it, you won’t please everyone that does business with you and that can easily lead to a bad review. Before you know it, others jump on the bandwagon because someone else has taken the first step.

What’s counterintuitive is not all bad online reviews are bad for business. For those who already know your company and appreciate what you offer, those reviews won’t matter. What’s more, consumers who read reviews usually do give deference, putting things into context. Future customers are likely to weigh the good with the bad and make an intelligent, unbiased decision. However, this isn’t to say that not responding is the best course of action.

Ways to Respond to Bad Online Reviews

When your company receives a bad review online, it’s only natural to do one of two things: label the person who wrote it as a blithering idiot or just ignore it. Of course, the former is a one-way ticket to the insanity of trying to win an argument that can’t be won or even resolved. The latter tells people that you just don’t care enough about your company’s reputation. While the second option will certainly do less damage, it isn’t necessarily the best way to go.

Most customers won’t write you off based on one negative comment. Many, however, will gain respect for your business if you respond to the comment in a pleasant and helpful way. Of course, that’s not easy to do when you pour your life into a business and someone bashes it online. Your immediate impulse is to return fire. Don’t do it. Back slowly away from the keyboard and collect your thoughts. —Forbes

What you ought to do is approach your business in a proactive manner, which you’re likely doing naturally. In other words, providing the best you can at a reasonable price, meeting or even surpassing customer expectations. However, it’s nearly inevitable that you won’t please everybody and out of those, there will be at least one that takes to the internet to voice his or her negative opinion. Of course, your business will be cast as incompetent, uncaring, or just bad all around. What you do next will determine how a bad review affects your business. So, try these tips to turn a negative into a positive:

Don’t respond right away. It’s almost cliche to give this advice, but it bears repeating. The more in-the-moment you are, the more difficult it will be to respond objectively.
Leave your emotions and personal bias aside. Yes, your company is your very life and you’ve pleased so many others, this seems quite unreasonable, but it might be legitimate.
Try to learn from what’s being said. Don’t just take the comments at face-value, dig into what’s between the lines. You might just discover that there’s something awry you’ve never noticed.
Be brief but clear. Your response should not be a novel and it shouldn’t go off into tangents. Make a brief, clear statement so others who read it can form a sense of the situation.
Offer a reasonable solution. It might be the last thing you want to do, but offering a discount, or something else to make peace can work wonders.

What you should never do is try to win an argument. You’ll look petty and it will appear to future customers that you don’t work and play well with others because you’re always in-the-right. Keep a level head and approach it with empathy, you’ll probably be surprised by the results.

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No, It’s Not Too Late to Cash In on the Holiday Shopping Spree, but You’ve Got to Act Fast

December 7, 2023 No Comments

No, It’s Not Too Late to Cash In on the Holiday Shopping Spree, but You’ve Got to Act Fast The holiday season is a magical time for businesses, both large and small. While you might think you’ve missed the boat, it’s not too late to dive into the holiday shopping spree. In fact, with some strategic planning and swift action, small business owners can maximize their profits and make a significant impact during this festive period. Ways Small Businesses Can Take Advantage of Holiday Shopping The holiday shopping season is already underway, and small business owners know what that means: a chance to make a big chunk of their annual revenue. But with so many businesses competing for customers’ attention, it can be tough to stand out. If you’re worried that you’ve missed the boat on the holiday shopping spree, don’t despair. There are still plenty of things you can do to attract customers and boost sales this season. Here are a few tips: Make sure your website is up-to-date and ready for holiday shoppers. This means having a festive design, a user-friendly interface, and a secure checkout process. You should also ensure that your website is mobile-friendly, as more and more people are shopping on their smartphones and tablets. Offer holiday promotions and discounts. This is a great way to attract new customers and encourage existing customers to spend more money. You can offer discounts on specific products or services, or you can offer free shipping or other incentives. Run social media contests and giveaways. This is another great way to attract new customers and generate excitement about your brand. You can offer prizes such as gift cards, free products, or even a trip to your store. Partner with other local businesses. This could involve cross-promoting each other’s products or services, or hosting a joint event. Partnering with other businesses is a great way to reach a new audience and increase your visibility. Get involved in your community. Sponsor local events, donate to charities, or simply volunteer your time. Getting involved in your community is a great way to build goodwill and show potential customers that you care about more than just making money. If you follow these tips, you’ll be well on your way to a successful holiday shopping season. But remember, you need to act fast. The holiday shopping season is short, so it’s important to start planning and implementing your marketing strategies now. More Strategies Small Businesses Can Use to Promote Their Products and Services During the Holidays While the above advice will certainly help, if you’ve already got most or all of those bases covered, there are still other things you can do. So, here are a few additional tips for small businesses to cash in on the holiday shopping spree: Focus on your best-selling products and services. Don’t try to sell everything to everyone. Instead, focus on the products and services that you’re best at selling and that your customers love. Make it easy for people to shop with you. Offer a variety of payment options and make sure your checkout process is quick and easy. You should also offer free shipping or low shipping rates. Personalize your shopping experience. Send personalized emails to your customers with recommendations and special offers. You can also offer gift wrapping and gift notes. Provide excellent customer service. This is especially important during the busy holiday shopping season. Be responsive to customer inquiries and go the extra mile to make sure your customers have a positive experience. While it may be a little late in the game, small business owners can still cash in on the holiday shopping spree by acting swiftly and strategically. Understand the mindset of last-minute shoppers, optimize your online presence, leverage social media, offer irresistible deals, collaborate with local businesses, and maximize customer experience. Do you want to grow your company in 2024 but you are not sure what’s required to make that growth happen? Attend our “Planning for Growth” half-day workshop where you will get amazing details specific to your business for what’s needed from your marketing, your sales team, your production team, and your financial performance to enter 2024 with confidence you can indeed grow as planned. You will have the clarity you’ve always wanted but didn’t know how to create. It’s a $1495 value we are offering in November for only $99. Contact us for dates and times. We offer a 100% money-back guarantee if you don’t leave the workshop confident that you know what to do to grow your company in 2024. So, go ahead and contact us by phone or email! By phone 602-435-5474 By email: SteveM@WatersBusinessConsulting.com

Waiting for Perfection is a Perfect Recipe for Failure

May 16, 2017 No Comments

We see it all the time–especially in the technology sector–companies pushing out products that aren’t perfect. Bugs, hang-ups, you name it, they exist right inside, and it’s usually weeks, even months, before the fixes come. It happened when Disney first opened its parks, when Apple rolled-out a smartphone with a proprietary map, when this or that company introduced a product with this or that problem. With so much money at-stake, and, the sheer number of consumers waiting with baited breath to get their hands on the latest, it’s little wonder why companies push-out products that aren’t quite ready. The question is about these instances is just why that is a reality? Why is it that mega-corporations, with some of the best talent on the planet, putting out products with bugs? The answer might lie in the quality control, or, it could be just a matter of human limitation–that is, not knowing everything about the product and/or not being able to foresee the future. Waiting for Perfection is a Perfect Recipe for Failure Though large organizations do introduce products that have problems, these are usually minor. However annoying the faults might be, they are not typically too big a deal. It does boggle the mind how it happens, but, it gives us a very good lesson about business: waiting for perfection is a perfect recipe for failure. Chasing perfection can become an addiction that’s unlikely to help your peace of mind or your business. It seems counterintuitive to stop reaching for perfection, especially since we’re often told it’s the only way to achieve success. All the extra time and effort to ensure every aspect of your business is perfect won’t move your company forward, and it’s very likely to drive you crazy. —Forbes Like the nearby quote states, it can be downright unhealthy to chase perfection. The larger lesson, though, is that nothing is ever finished if it isn’t started. We’re talking about ideas, new products and/or services, a new take on something old. Whatever it might be, entrepreneurs can’t wait to get it perfect because the longer it stays inside as a secret, the more opportunity there is for someone else with a similar idea to launch and chase their dream. While you’re waiting to get it 100 percent right, it’s costing you time, effort, and a lot of frustration. Instead of striving for perfection, here’s what you ought to be doing: Place value in feedback. You can always make changes and when people see that you’re not only willing to make them, but also to make other improvements, will come to trust your brand. Understand that you have limitations. Sure, you might be able to get it to work without a hiccup, but that comes at the cost of lost time and revenue. What’s more, you’re putting way too much pressure on yourself and team to demand it be exactly right. Launch in stages, if possible. If you are able to do so, release it in stages and fix along the way. Chances are if you can do it incrementally, you’ll see things that can be changed or improved for the next increment release. While you can wait to make it great, you shouldn’t rush to completion. Sometimes, companies give into the temptation to rush something out, even if it’s completed, just to get it out to sell. When you hurry, you make mistakes and don’t have the time for consideration. Perfection is admirable, but, it means you’ll fail if you keep waiting and waiting to launch. This type of Start up practice; don’t wait for perfection … has been formulated recently into what is called Lean Startup Methodology. Several of my colleagues and I met on this subject and we are planning a work shop for Entrepreneurs in October. As written by Steve Blank in the Harvard Business Review, “…recently an important countervailing force has emerged, one that can make the process of starting a company less risky. It’s a methodology called the “lean start-up,” and it favors experimentation over elaborate planning, customer feedback over intuition, and iterative design over traditional “big design up front” development. Although the methodology is just a few years old, its concepts—such as “minimum viable product” and “pivoting”— have quickly taken root in the start-up world, and business schools have already begun adapting their curricula to teach them.” Take your idea to market and test what the buyer says about it … today! [shareaholic app=”follow_buttons” id=”26833294″]

Let’s Talk about the Office Break Room — Seriously

August 12, 2021 No Comments

Did you know that a full 86 percent of employees believe breaks during the workday make them more productive? Also, 59 percent indicate that regular breaks increase work satisfaction. What’s more, 43 percent say breaks improve their personal happiness. Sure, this certainly isn’t the most exciting topic. But it’s an area of your workplace that does play a vital role and in more than one way. On the positive side, it’s where your team members go to relax and decompress, and even form interpersonal relationships. However, it can also be a battleground for bickering employees and an area that breeds and thrives on office politics. That’s why you should make it into a place that promotes good vibes, relaxation, and yes, a true break from work. Beware the Break Room Drama There’s no question that there are two sides to every break room in every office building. While it can provide an escape for employees, there are inevitable instances when it is hijacked and made into a room full of drama. In most cases, this is simply a matter of conflicting personalities and people who really like to push conflict on to others. It’s also a place where people who will avoid conflict tend to retreat, only to be thrust into an argument. Today’s workforce works extremely hard, putting in long hours that often spill into our home lives. People need a place to decompress at work, both physically and mentally. To do that effectively, the space should look and feel different from the rest of the office to distinguish it as a place to relax, rewind and collaborate with colleagues. —Business News Daily So, it’s important to understand that the room itself can be part of the problem. That’s right. If the break room environment, meaning it’s aesthetics and functionality are counterproductive, it won’t naturally be a relaxing place to take a little time away from the daily grind. Make no mistake about it, if the room feels empty, unwelcoming, and doesn’t provide ample distraction, people’s bad feelings are more liable to escape them and that’s obviously bad for company morale. How to Create an Effective Break Room in 3 Easy Steps The break room should be a place that feels separate from the workplace itself. Think about it as an oasis of sorts, a spot where employees can truly unplug for a few moments and enjoy their breaks away from their roles and responsibilities. Here are three simple ways to create an effective break room: Provide food and beverages. A nice variety of healthy snacks is always a good idea. Particularly, popular food and drinks, like water, sports drinks, and even energy drinks, along with fruits and vegetables and perhaps nuts and other snack foods. While you don’t have to stock the refrigerator and pantry with entire meals and common dry goods, there should be enough delicious little edibles and both cold and hot drinks available. Furnish it for comfort and relaxation. Whatever type of furnishings you put in the break room, don’t make the colossal mistake of turning it into a stuffy office or crowded cubicle. In other words, it should feel very homey, with comfortable furniture and even some fun pieces, like oversized bean bags and such. Additionally, having relaxing music playing in the background is a nice touch. The decor should also be aesthetically pleasing and it should forgo any corporate feel. Make it a fun place with games and entertainment. Not only should it be comfortable, the break room ought to be a fun place where employees are encouraged to escape with things like simple board games. Or, if your company culture permits it, table games like foosball or ping pong. Alternatively, you can put a television in the room but this particular idea may not work in every workplace environment. What other suggestions do you have that might be of help? Please share your thoughts and experiences by commenting so others can benefit from your perspective! Interested in learning more about business? Then just visit Waters Business Consulting Group.