Word of mouth has changed. There was a time where one solely gained suggestions from friends and family when looking for a new restaurant to try or a place to get their car fixed. The value of that suggestion hasn’t changed, just the manner of gaining those suggestions has. Instead we value the opinions complete strangers using review-based websites to help make our decision. Because of the rise of these websites, it has never been more important to monitor these sites, respond to your reviews and build relationships with your customers.
One of the biggest mistakes business owners make is not listening to their customers’ feedback. Whether the review is good or bad, customers use review-based sites to provide not only their peers but the business itself with valuable feedback. However, just absorbing the information isn’t enough. Interacting with customers who have had a negative experience could be the difference in gaining back their confidence, and responding to the positive ones may be the building block toward retaining their business long-term. So, if you aren’t responding to your reviews (negative or positive) because of time constraints or the inability to separate your feelings from good business sense it may be time to let us take the reins to start building long-lasting relationships your customers.