Why Businesses Shouldn’t Ignore Bad Reviews

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.

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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). 

Corporate Culture’s Impact

By R.Bruce Dalglish of Philadelphia, Pennsylvania

A proper corporate culture is instrumental in any business’ long-term success. That is why it’s important to recognize your organization’s own culture and perfect it.

It is not difficult to create a corporate culture of your very own.  Harvard Business Review recently published a new article describing the six components of a great corporate culture. Those components are: 1) A strong mission statement, 2) A clearly articulated set of values, 3) Practices that mirror these values, 4) People who express these values, 5) A unique narrative, or origin story, and 6) An open floor plan.

There are more components besides the ones mentioned above, but those six should provide any business with a solid enough foundation to develop their own corporate culture.

Your corporate culture does not only define how your employees interact with your clients but also how they interact with one another. Remember that every employee is a representation of your business, and if an employee isn’t expressing your values, then they may not be a proper fit for your organization.

Follow R. Bruce Dalglish on Twitter, Facebook, LinkedIn, Google+ and YouTube.

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).