We rolled out the ability for your clients to review both their experience with the Instant Gift Certificate process as well as your business as a whole. You can add those reviews to your website, show them off for all the world to see and even choose to not display the ones that might be inappropriate.

There is a long way between "showing" and "doing," however. What can the reviews give you to make your business better? Negative feedback!

When you log in to your SpaBoom account, we have been showing you a notice on your Today tab when you've recently received reviews. Now, we have added an extra head's-up if any of those reviews are either 1 or 2-star, ending the notification with, "and one of them needs your attention!"

It looks like this:

When you receive a less than stellar comment, it might be instinctive to flinch and just brush it aside. However, little can help your reputation and the happiness of your clients more than a quick and effective response to complaints that could indicate real problems with your business.

For example, when we check on the link to the reviews report from the example above, we see the following:

Uh-oh. It looks like Maggie is going to need a phone call to ensure she feels taken care of — otherwise it could be hard to convince her (or her friends, since the word will probably circulate at her next social gathering) that visiting your spa again would be an enjoyable experience. Luckily, because she signed in with her client account, you know how to get a hold of her, via email or phone.

What might happen if you got a negative review that was left anonymously? That depends on the review. Let's say it just says, "Your lobby is horribly smelly." Even if you don't know who left the review, you can still do a spot-check of the lobby and see if anything is a problem. If not, get a second opinion and then move on. Any negative review, anonymous or not, should at least garner a quick investigation to see if something can be improved.

In the business world, focus groups are created for the purpose of getting consumers to tell companies what they really think. Focus groups cost money, time, and are not easy to do for a small business — and with reviews, you have the opportunity to get the same kind of valuable information, while at the same time building your relationships with your customers and the local community.

Now, go forth and create some happy customers!

One Response to “Love Your Negative Nellies”

1. Mark Says:
   August 18th, 2008 at 7:52 am

   We have had great luck with reviews. You would be surprised at how many people call us and remark on our great reviews and are anticipating an excellent experience, long before they walk in the door for the first time.

   http://www.PlanetMassage.com

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