Customer service. In any business that you’re in, you’re always going to have to deal with someone who’s unhappy. It’s important to be aware of customer dissatisfaction, especially the Internet. In the past, one disgruntled customer might complain to ten of his friends. Today, that number could easily reach 10,000. Unless you’re competing on price, your customer service is going to be the most powerful tool to distinguish your company.
First, if you’ve done something wrong, admit it. I don’t understand why this is so hard for some people! Do not try to hide it or cover it. That will only make you look worse when the truth is revealed (and it will be). Admit that you’ve wronged and try to fix it. I get in contact with the unhappy customer as soon as possible and ask him or her, “What can I do to fix this problem?” I know this is probably impractical for everyone, but my company offers a 100% money back guarantee. It’s because we want to create an environment that has guaranteed customer satisfaction. In fact, I want more than satisfaction. I want my customers to be glowing.
So basically: if they have a problem, resolve it. An unhappy customer may even turn into your biggest ally. If they’re raving about how you admitted your mistake and made good on it, that’s a powerful statement about your brand.
I also frequently type my name and my company’s name into a Google search to discover if anything anyone has said may potentially hurt my brand. It is also possible to set up a Google alert; every time someone publishes you or your company’s name, you’ll be alerted.
Don’t just let bad reviews happen to you. Get on top of whatever problem it is right away.
Stephen Key is a successful award-winning inventor who has licensed
over 20 products in the past 30 years. Along with business partner
Andrew Krauss, Stephen runs inventRight,
a company dedicated to educating inventors about selling their ideas
and the skills needed to succeed. You can listen to the weekly radio
show on inventing. Get In The News, list your invention to have media
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