According to Fast Company, “Bright Local’s 2017 Local Consumer Review Survey found that consumers are increasingly weighting online reviews as roughly on par with personal recommendations. Nearly a third check to see how businesses respond to reviews before deciding where to spend their cash.”
We’ve seen it all — Yelp or social media reviews, comment cards, the “may I speak to a manager?” question we all know and dread, etc.; everybody has an off day every once in a while whether they want to admit it or not. The number one thing to do to prevent crisis from spiraling out of control during these off days is to plan ahead about what to do when your services fall short of a customer’s expectations or there was simply a misunderstanding.