“I dare you to give us a bad review”! Have you ever thought this? Have you ever said this? Have you ever wanted to say this?
Online reviews are part of the modern culture. We certainly like to use review sites to gain insight into a product or service for ourselves, but when it comes to our customers, we become so offended if they do not like a product, their experience, or worse yet . . . US!
I recommend creating a culture that is so customer centric, that our reputation speaks for itself in the marketplace. If our focus is for our customers to be ecstatic with their experience with us, then we should never fear a bad review. Bad reviews simply state we missed the mark. Most people are reasonable and will allow us to rectify the situation and in return they will either update the review or delete it all together.
If we have a good follow-up process to ensure our guests are happy in the first place, bad reviews become even more rare. Especially if we are consistently getting positive reviews. A bad review will not kill your business, it is an opportunity to correct a bad experience. It will not hurt your great reputation if your focus is giving the customer an amazing experience each time. If the customer has a valid point, you will resolve their concern. If they are professional extortionists, you can say “I dare you” rather than bend for someone just looking to get something for free, by using the platform of online reviews as leverage to extort you.
EBTGains 