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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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Is Your Business Really Ready to Expand in the Coming New Year

January 7, 2020 No Comments

Is your business really ready to expand in the coming new year? Although the question seems complicated, it’s not too difficult to answer. Just four key factors can quickly help you determine if you’re ready to expand your business. And, perhaps more importantly, if your company is ready to expand. What it Really Means to Expand a Business Business owners often think about two elements when it comes to expansion — output and sales. Of course, it’s not that simple. However, these are two very important parts of the overall equation. Nonetheless, what it really means to expand a business is to take on a whole new level of responsibility. Even thinking about growing your business is exciting. Expansion means more products or services, customers, sales, and income for you. And, for businesses with physical locations, expansion might mean opening a bigger or second location. Before you rush into expanding your small business, you need to make sure your company is actually ready for growth. Your recent business success isn’t the only thing you should look at. —Forbes.com It also means the business having to respond to a new level of production while not losing it’s nimbleness or its personalized customer service. After all, if it can’t do the latter two — stay agile and maintain customer care quality — it will hurt the company greatly. 4 Signs It’s Time to Expand Your Business So, just what are the signs that it’s time to expand a business? Well, it comes down to only a select group of factors, which include the following: You have too much business. Time and again, you’re falling behind because you simply lack the resources to get all the work done. You’ve streamlined every single solitary step along the way and still, you’re not able to adequately keep up. Worse yet, it’s starting to show itself to customers. Too much work and too few resources to get it done in a timely manner. You have a strong team in-place. Your team members are your secret sauce. Without them, you’d really be in big trouble. Fortunately, they’re able to pull off magnificent feats over and over again. Well, that’s not only good news for the present, but really good for a future expansion. You have the money to expand. Expanding usually means incurring significant expenses. But, if you have some retained earnings saved and a strong forecast for the next several months, you probably can afford to expand your operation. You have a plan to upscale your operation. While the first three elements are absolutely critical, this is perhaps the most important of all because it will define your way forward. (It’s also where winging it just won’t cut it.) So, take the time to consult an experienced business consultant and coach. Someone who has helped companies grow before. Work together to formulate an actionable expansion plan. What other advice would you give business owners who want to know if it’s time to expand? Please share your thoughts and experiences by commenting! Interested in learning more about business? Then just visit Waters Business Consulting Group.

Is It Time to Grow? 7 Signs Your Small Business Is Ready for the Next Step

July 2, 2025 No Comments

Running a small business is a thrilling journey – taking it to the next level can be daunting

3 Unconscious Mental Blocks Your Routine Creates that Hold Your Business Back

September 24, 2021 No Comments

Your routine is your frenemy. Let’s repeat this paradoxical reality again. Your daily routine is your frenemy. It’s an often unspoken, difficult truth. Something most of us either ignore or just never think about. Regardless, it is inescapable, because there are two sides to everything. And your daily routine is certainly no exception. What is supposed to be highly advantageous, can also unleash equal disadvantages. So, it’s time to look at this with a curious, open mind. Biggest Daily Routine Benefits Routines obviously have their benefits. Otherwise, we would not institute and follow them at all. For example, keeping you on time and task certainly is a huge advantage. By following a routine, you are much less likely to get distracted and you’ll complete priorities in order of importance. Additionally, a routine helps with the ebb and flow of life. Which is to say, uncomfortable or emergency situations. It’s a fundamental truth that sometimes the greatest barrier to your success is yourself. Not that you don’t try, aren’t talented, or don’t have the resources to succeed–you do. It’s just that a self-limiting mindset can creep into your worldview without you realizing it, keeping the achievement of your goals forever on an unreachable horizon. —Inc.com It’s common advice that when you’re in unfamiliar territory and feel overwhelmed, settle back into your routine. This helps you to relax and look at the bigger picture. Ultimately, it gives you the calming effect of being in control. Moreover, a routine lets you to chart your progress throughout the day. You feel a sense of accomplishment with each line item you cross off your list. 3 Ways Your Routine Sabotages Your Business Although routines are beneficial on one hand, on the other, they can be downright detrimental. We usually don’t see these disadvantages because routines offer a sense of continuity and comfort — to mindsets that can be counterproductive. Here are three unconscious mental blocks that your routines create and hold back your business: You feel satisfied. There’s nothing quite like the feeling of satisfaction. It puts your mind at ease and lets you put your brain on idle. And, that’s the very problem with the mind being satisfied — the satiation is an impediment to wanting and doing more. When you are satisfied, you stop and disengage. Done too often, this is a recipe for stagnation. You’re not as creative. Have you ever noticed those “eureka” moments are now few and far between, or worse yet, absent entirely? When you started your business, you did so with enthusiasm, drive, and purpose. But, you’ve come to a point where you’re not nearly creative as you were in the past. That’s because you’re just following a routine, which means your no longer freeing yourself to think outside of the box. You can’t envision a different future Sure, the future is always uncertain. However, there’s a difference between not knowing and not dreaming. If you hit enough of your goals, you’ll probably stop thinking about reaching new achievements and that is tantamount to not reimagining your possible future. After all, as time goes by, changes occur and the future might actually look completely different than it did before. What other ways do routines undermine your success? Please take a moment to share your thoughts and experiences. Your unique perspective just might help one or several people out! Interested in learning more about business? Then just visit Waters Business Consulting Group.