Maintaining a Business's Reputation
In the world of social media and online business review sites, all it takes is one wrong interaction with the right customer and suddenly, your five stars are down to four. While that one negative experience may not reflect the quality of your service and reliability of your business, it’s more than enough to do some serious damage to your reputation. While one bad review won’t scare repeat customers away, it could deter new ones.
77 percent of the U.S. population has some sort of online presence, and your business should too. In addition to addressing any potential controversies or clearing up rumors, social media can be used to generate positive attention. Posting about events, activities, causes you support or even day-to-day happenings in your store can help build a good rapport with your customer base.
Consistency is key when it comes to satisfying customers. While your employees shouldn’t be carbon copies of one another, they should be uniform across the board in terms of knowledge, honesty and helpfulness. Being that customers have the most frequent contact with floor workers, chances are they’ll base the majority of their experience around that interaction.
Don’t assume that your customers are satisfied or dissatisfied with your service if they don’t comment either way. Have cashiers ask customers for their feedback or place drop boxes throughout the store so people can voice their opinions anonymously. If you read something about your company that you believe to be untrue, don’t dismiss it or fire back with a defensive or passive aggressive reply. Sit back, let it sink in and curate a thoughtful, understanding response. After all, it’s not about what happens: it’s about how you handle it.