Let me start by saying this, the first time you get a bad testimonial or a less-than-professional review, it does not feel good on the receiving end. You may get upset; that pit in your stomach may grow and you may sit up at night questioning why the reviewer said what they did or what the testimonial will do for you and your company. All these thoughts will race through your brain and here is where I am going to tell you to take a deep breathe and listen to me when I say; all reviews and testimonials, good or bad, are good for you and your company and I am going to tell you why.
· The reason most customers leave a company or stop using a product isn’t because they are necessarily dissatisfied with the company as a whole or the products they supply but how they were treated by an employee, the help team, etc. Customer support and how they are treated is the main factor with customers and if they feel they were treated poorly or their situation was handled poorly, get ready to wave goodbye. Knowing this is a huge advantage to you as a business owner because those are problems you can fix. My best advice would be to listen closely to the customer (and not all customers are the easiest of people I understand that and they may feel they deserve special treatment) but overall listen to what they are saying and make changes where changes need to be made. When you are developing your team of workers, surround yourself with a team who treats people the same way you do, no matter their title or their position. Customers can come from all walks in life and you and your team have to be prepared to go out on a limb for some to make them feel comfortable.
· Customers are skeptical of almost any business they first work with and that is understandable. But it is those returning customers, the ones you have worked with for years, the ones who you send ‘Happy Birthday’ cards to and who continue to come back to you year after year that you need to write you a good testimonial. When researching companies to work with or products to use, people today turn to the Internet and read testimonials and reviews to decide where they should take their business. It is up to you as a business owner to ask your repeated customers and even your new customers to write reviews for your company and express how that will help your company in the long run.
Reviews and testimonials are a great way to connect with your customers and work on issues in your company as well as your own personal issues that could be pointed out through a review or testimonial. The bottom line is, by knowing what you are doing well and what you are not doing so well, these things will allow you to grow as an individual and as a company so you can continue to be better in the long run.