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Oct 30, 2017 at 07:00 AM

Small Business Sales - When Bad Customer Reviews Are Good for Business

By Alexandra Trujillo
 Small Business Sales - When Bad Customer Reviews Are Good for Business

While good customer reviews are always great, they do not really help you identify what you need to improve. The negative reviews are the ones that will help you evaluate what needs to change in your small business in order to satisfy a larger amount of people. Things like reaching out to customers who leave a bad review can really make a great impression and that person has the option to come back as a future customer now that they have been reached out to. Read the article to find out more about why bad reviews can benefit your small business.

By: Christine James

You may be scared to look into negative reviews of your business, but you don't have to be. They contain valuable information to improve your brand.

In a perfect world, all of your marketing efforts work like a charm. Your business experiences new growth and retains existing customers in record numbers. Your reputation blooms with positive reviews and referrals. And, of course, revenue increases.  

In reality, suppliers don't deliver on time, technical difficulties arise, and many unforeseen factors hinder your efforts to deliver quality goods or services.  

If your customer feedback has taken a negative turn, and complaints, product returns and order cancellations pop up more often than not, don't worry. With a little care and cunning, you can turn that straw into gold.

Courage to face the unsatisfied customer

The goal in any business is to meet and even exceed customer expectations. However, when the tide begins to turn, it takes a lot of courage to roll up your sleeves, face the negative customer feedback and figure out what's really going on. While you may think you are ticking all the boxes, your customers may feel very differently.

Facing the negative feedback may mean ...

  • Hearing less-than-stellar comments about your products or services.
  • Learning the truth about negative customer experiences with your business.
  • A real possibility of reinvesting funds for equipment upgrades, staff training, or a complete overhaul of policies and procedures.

Knowing that it might take some money and elbow grease to correct the issues can make learning the truth a daunting task. It can be a real eye-opener, though – an essential one.

Let customer reviews identify the issues

Having the courage to take the blinders off and really listen to customer feedback is imperative if you want to turn things around.  

Keep in mind that negative customer feedback is gold. It's gold because you cannot possibly make improvements unless you know what the issues really are. It's not just a matter of what you think the issues are, or randomly throwing solutions out there without really understanding what your customers want and need.


Posted in Small Business Marketing and Sales.

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