When we receive good feedback from customers I'll personally relay that to my team. I think it's important that they feel appreciated and their hard work is acknowledged both by the public and myself. Often a simple thank you is enough. Equally, if a customer makes a fair observation that's constructive we'll discuss it and take the lesson on board because we always want to make our product better.
How do you respond to any negative reviews?
With negative reviews we'd adopt the practice of 'the customer is always right' and try to fix the matter to the best of our ability. We'd then look internally to see what went wrong and where our systems failed us so that there isn't a repeat of the situation. And in some situations we just have to accept that not everyone will appreciate our offering and that's okay, as long as we've maintained our standards from our perspective.
Are false reviews placed by competitors an issue in the industry?
We're aware that false reviews do happen but we believe in our product and offering and we'll always maintain our own standards regardless of what competitors are doing. We don't conduct our business that way and if others choose to behave in a negative way then that's a reflection on their business practices and not ours. We won't ask anyone to give us a good review if we don't deserve it and we won't post false reviews on others. The industry is hard enough without all the dirty tactics.
Lastly, what are your top three tips for handling customer reviews?
1. You will never be able to please everyone.
2. Have a guideline from day one for how to handle feedback, as it is inevitable.
3. Focus on the positives and use them to give recognition to staff.
Coming up in Your Business: What are small business owners doing to make their operations more sustainable? What measures are they putting in place to ensure they lessen their impact on the environment and improve their bottom line? If you've got a sustainability story to share drop me a note: nzhsmallbusiness@gmail.com
For more on NZ business ambitions go to www.businessambition.co.nz