Tuesday, June 23, 2015

Handling Negative Reviews

(0:57) Over the next couple of weeks we will be releasing new Services categories. The Services capability allows boaters to share their experiences in a much wider arena. In addition, it lets them share information with finer detail. I will be providing more details next week.

(0:50) In light of what is coming, I felt it was a good time to revisit the topic of negative reviews. No one wants them but everyone will eventually receive one. Remember, handled properly a negative review can be turned to a plus for you and your marina.

(0:44) Several years back I wrote an article about how to handle negative reviews. You can find it on the website at the link below. The points remain very relevant today.

(0:39) Here are the points I think are the most critical. First, try not to fret over the occasional negative review. Instead, use them to learn and become better.

(0:34) Never argue with the boater, they will usually win. When you become defensive and argue with the reviewer other boaters will tend to sympathize with the boater and may view your defense as an attack.

(0:28) Keep your ego out of it. As a small business owner I know how hard it is to do this. But it is important not to take the criticism personally. Rather view it objectively, using it to improve, if possible.

(0:23) Always apologize. Even if you don't agree with their assessment, you should still be sorry that their experience was not positive. And if you actually did blow it, then apologize, make it right, and let boaters know what you are doing to stop it from happening again.

(0:16) Most importantly do not agonize about an occasional negative review. If you've kept your standards high and worked to consistently provide exceptional service the occasional mishap or disgruntled customer will not have a lasting impact.

(0:10) Finally, remember the adage, "The best defense is a good offense." Make sure you have a strategy for encouraging boater reviews. I have written about this topic in past Minutes. A quality marina will overwhelmingly generate highly rated reviews. Having a large number of positive reviews will quickly negate a lone negative one.

(0:02) And that's the marina minute.