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They're Talking About You... What' the Buzz About Your Business?
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They're Talking About You... Who? Your customers of course! We all know that customers who have a poor experience talk about it to far more people than those who have a good experience, it's just human nature. And these days, they yelp about it as well! Social media has added a whole new dimension to 'spreading the word,' and often that word is damaging. And what's worse, most of the time you don't even realize that you had an unhappy customer. If you had known, then you would have had the opportunity to turn it around - before they started talking - or writing! - to anyone who would listen, or read. There are posts like this all over the various social networking sites:  And people don't just use review sites, but the word might be spreading other places as well, places where you won't be able to see it and comment, such as facebook:  "I tend to be non-confrontational, so I’m more likely to just never come back than to actually make a complaint unless I literally cannot eat the food." "...and I just didn’t bother to complain." "...we couldn’t even find someone to complain to." "Sometimes my order will be completely messed up and I won’t say anything about it. I don’t like confrontation." Personally, I don't care for customer feedback cards that are either placed on the table or given out with the check. In one restaurant,I were supposed to leave it with the server. What if it was the server I was unhappy with? Many people prefer not having to complain face to face, or may not wish to take the time if they are busy - or you are. On the other had, there is so much to be gained by doing online customer satisfaction surveys, including ease, cost and timeliness. A small business can gain extremely useful information; for example, a newly opened restaurant can find out how the customers found them, what they liked best, and whether they'll come back for more; perhaps saving them valuable advertising dollars. An analysis by Fred Reichheld, author of Loyalty Rules, found that even a 5% increase in customer retention rates will result in a 25% to 95% increase in profits (depending on the business). It definitely pays off to keep customers happy enough to return. Best to start asking your customers what they think, before you're confronted with a yelp such as this:
People are already talking. Your only option is to join the conversation. And to ask their opinion - before they share it with others. - Margie Do you need a custom guest satisfaction survey? Call me at 707-933-0687 or email me! Connect with me on WineAndHospitalityNetwork.com, Facebook, Twitter, LinkedIn, FourSquare or GoogleBuzz!  |
1 comment
Comment from: Scott Thomas [Visitor] · http://www.brewsterhouse.com
So true! The best way to avoid damaging comments is to proactively verify that the customer (guest) is having a good experience. Sometimes that isn't possible, and things get said. That is why guest satisfaction surveys and reputation management (for online mentions as well as social media) is so important.
Whenever possible guest satisfaction needs to be addressed early, quickly and leaving a happy guest.
Whenever possible guest satisfaction needs to be addressed early, quickly and leaving a happy guest.
06/17/10 @ 11:15
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