Bad reviews sting like saltwater in a cut, especially if you think you’re doing everything right. But we all have rough days, sometimes something is overlooked, and on occasion you run into that member or guest who is really hard to please. Unfortunately, in the end, a bad review is a bad review, and it shouldn’t be overlooked, ignored or deleted.
Before you let a bad review throw you into a tailspin, take a deep breath and relax. Something good could come from the mishap, although you may have to work a bit to see it clearly. As Bill Gates said, “Your most unhappy customers are your greatest source of learning.” So regardless of the unpleasant details, there’s probably a silver lining trying to shine through the stormy situation which will make your facility better.
Take a moment to understand the complaint.
Member and guest feedback is the number-one way to understand how to serve your customers better. Reviews help you see what customers like and don’t like, so you know how to improve your services at your facility.
Member and guest feedback is the number-one way to understand how to serve your customers better. Reviews help you see what customers like and don’t like, so you know how to improve your services at your facility.
After the initial surge of anger or despair ebbs, you have a chance to publicly offer a solution and give transparent customer service that shows you care—which is one of the best ways to impact your brand’s image.
One sure way to accomplish this is to acknowledge the problem and assure the customer you will try your best to improve the situation. It's kind of like asking for a second chance. Once you have acknowledge the problem, invite them back for another visit. Under no circumstance argue with the customer, even if you think they're wrong and you're right.
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