Comments on: If Google Reports It Then It HAS To Be True! Oooops, My Bad ……. http://www.frankthinking.com/if-google-reports-it-then-it-has-to-be-true-oooops-my-bad/ Thu, 29 Jul 2010 22:57:28 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Carter Hostelley http://www.frankthinking.com/if-google-reports-it-then-it-has-to-be-true-oooops-my-bad/comment-page-1/#comment-105 Carter Hostelley Sat, 13 Sep 2008 05:58:32 +0000 http://www.frankthinking.com/if-google-reports-it-then-it-has-to-be-true-oooops-my-bad/#comment-105 Frank.... here are my quick thoughts/suggestions regarding your comment: "SMBs have to be concerned with what is being said about them online." Totally agree... an SMB's unhappy customer can now easily complain to the world... and be heard! Given this new reality, here are a few simple suggestions that may help a business owner better "influence" what is being said online by grumpy customers: 1) Make it easy for customers to complain to you first. A prominent feedback link, follow up survey, and/or toll free phone number... can make it easy for a customer to tell you they're unhappy so they don't have to go "public". 2) Act promptly to let your customer know that their complaint has been heard. Respond to their email, return their phone call, etc. Many a frustrated customer will be surprised that you even responded... and may give you another chance to keep their business. 3) Monitor what's being said online... and join in the dialogue. If a customer is complaining on a review site, blog, etc. then find out about it and publicly tell your side of the story. Most folks know there's often two sides and are willing to listen before passing judgment on your business... so tell yours. Frank…. here are my quick thoughts/suggestions regarding your comment: “SMBs have to be concerned with what is being said about them online.”

Totally agree… an SMB’s unhappy customer can now easily complain to the world… and be heard! Given this new reality, here are a few simple suggestions that may help a business owner better “influence” what is being said online by grumpy customers:

1) Make it easy for customers to complain to you first. A prominent feedback link, follow up survey, and/or toll free phone number… can make it easy for a customer to tell you they’re unhappy so they don’t have to go “public”.

2) Act promptly to let your customer know that their complaint has been heard. Respond to their email, return their phone call, etc. Many a frustrated customer will be surprised that you even responded… and may give you another chance to keep their business.

3) Monitor what’s being said online… and join in the dialogue. If a customer is complaining on a review site, blog, etc. then find out about it and publicly tell your side of the story. Most folks know there’s often two sides and are willing to listen before passing judgment on your business… so tell yours.

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