We all have expectations for many different aspects of our life, especially when it comes to building our own business. These expectations bring along the willingness of making sacrifices so that our project results the way we imagine or even better. One of those sacrifices people end up making, when the goal is to be successful, is losing the freedom of acting in the spur of the moment or just following their gut without giving it a thought. Situations and events tend to lead us to think twice before making a decision, changing our priorities, and redistributing our time and routine. In other words, we might not be able to attend social events, family parties or just spend sometime in the gym because our business demands from us time to develop ideas.
Imagine how disappointing it can be for one of those devoted entrepreneurs to see their business grow, collect a great number of customers, run smoothly for a period of time and then, out of the blue, just notice that the company got stuck and it is not going as well as expected. For instance, regular consumers stop requesting the company’s services; or they do request services but less frequently. It is also possible that the company keeps its regular consumers but it seems not to be able to find new ones. It has been proved that either of the situations mentioned above are due in many cases to the negative reputation the company has earned.
It is important for customers to validate the information offered by the company. Looking for information online has become a very popular way to find out whether the perception of the company is positive or not. Additionally, it has become a trend for customers to find a way to globally share their experiences. It is unavoidable that both parts end up visiting pages where they can write and read nice and ugly comments. This is how reputation is most easily spread out.
Although it could drastically affect the success of the business, not everything is lost when your company happens to have a negative reputation online. Fortunately for companies, there are actions to be taken in order to lower down the negative impact on regular customers and the new ones aimed. Not all the negative comments have to affect your company in a bad way. Some of them will actually help business improve if they are taken into account! Despite the disappointment, what really matters at this point is not to give up. Instead, it is the right moment to find out what the real reasons for this outcome are, take in what you think can help your company have a better reputation and, as for the rest, just let go.
What to do to reduce negative reputation among regular customers
It is a great idea, and it has been proven to work, to find out customer’s perception internally, as a company quality process. It is known that customer perception surveys are challenging to carry out. However, companies should not be dissuaded by the feedback surveys will bring up. No company has ever regretted doing this process, even when the outcomes aren’t all good. Asking customers how they liked their experience and receiving their direct feedback on how they perceived the delivery of the service can avoid having customers share comments online. This feedback can be used to inform and influence your staff on internal issues that need to be addressed. It is important to make sure that any flaw in the internal processes of the company is not reflected on the relationship or delivery of the service with customers… It is very likely that unsatisfied employees provide unsatisfying services.
Do not doubt customers’ willingness to respond the survey. They welcome the opportunity to express their opinions. Being heard opens the possibility for a change and they will gladly wait for it to happen, which means, they might give your company another chance before going to the web to speak up their mind and let their dissatisfaction out.
As it can be expected, surveys will also bring up customers with a positive perception of the delivery of services or products your company offers. Make sure they share their experience with the rest of the world, as this will also have an influence on the reputation your company is earning every day.
Every company that wants to be successful for long time should be concerned about its reputation and be aware of how powerful its impact is. This is why, for companies, I would suggest to never take for granted the importance of the comments customers have. And as for customers seeking for the best option they can find online, I would recommend to give it a chance to companies that care about customer’s opinions and needs. And don’t forget… there is no need to believe everything you read!