I just gave some advice to a client who was asking how he should respond to some negative survey responses he has received.
What advice I gave isn’t the usual advice you might get, in fact it’s probably the opposite – but it makes sense to me.
Screw the Haters – Here’s Where You Need to Focus Your Energy
Many people reckon you should focus on responding to the bad reviewers.
My thinking is the exact opposite (wasn’t always though. I’ve written articles before on why you should respond to the haters).
Whilst you might be able to placate them and swing them back to being a bit happier, your business will much more likely grow with word of mouth referrals of delighted customers.
So I reckon:
Screw the whingers and don’t waste your time moving them from grumpy to reasonably happy.
Spend your time keeping the delighted ones delighted and building a relationship with them.
They’re way more likely to refer you business and they’re the sort of clients you want.
(Having said that, I’d respond to the bad reviews but don’t waste too much time and mental energy on them.
Sometimes shit happens and you don’t do a perfect job/their expectations are unreasonable/etc – BUT ensure that their criticisms are dealt with and that you learn what you can from them as they may have a point or 2, especially if the same criticisms come up time and again.)”