By R.Bruce Dalglish of Philadelphia, Pennsylvania
In business, one of the most important factors is to always be mindful of customer feedback. Customer reviews are a type of feedback in which your customers and clients inform you about the quality of work or services you are providing, thereby giving you the information you need to better your product and company. But what if the feedback isn’t positive?
When a negative review appears, the prudent move is to respond to it. Shrugging it off is understandable, especially if the complaints are outlandish or unwarranted, but leaving them unanswered could also bear negative consequences. By failing to acknowledge and address negative reviews, business owners may unwillingly communicate to present and future customers that their satisfaction is not important.
Such negative reviews should not be met with hostility either. Even if the review is harsh or even personal, the practical thing to do is to respond quickly with compassion and understanding. Remember that a customer is allowed to be upset, and it’s your job as a service or product provider to meet their expectations. Sometimes all a disgruntled customer needs is to be heard; so don’t be afraid to apologize if an apology is needed.
Receiving bad reviews is never easy, but if handled well, such feedback can be turned into opportunities to improve and make your business better and stronger than before.
About the Author
A resident of Philadelphia, Pennsylvania, R. Bruce Dalglish has served as the Chairman and CEO of Alliance Hospice and All Caring Hospice since 2005. In this role, Bruce Dalglish oversees the development and strategic direction of both companies. From 2008 – 2013, Bruce Dalglish served on the Public Policy Committee of the National Hospice and Palliative Care Organization (NHPCO).