Hi, Mike Johnson with Vexxt Business Growth
Now one of the things we look at in terms of retail marketing is our messaging to potential
customers and past customers.
But the problem is we're missing a whole other conversation that's going on between [pause]
friends and just your audience in general.
They're talking to each other and everyone has an opinion.
Not only do they have an opinion, but they like to share with others.
So we've started seeing lots of review sites crop up and comparisons and so forth.
And not all of those are just going to come out positive.
Whether you run a tight ship and everything is perfect, you still run the risk of having
one errant customer spitefully coming after you.
Or maybe you've had a gap in good employees or something like that and you honestly had
some issues that you had to address for awhile.
So, the way to deal with that when you run into issues like because these reviews are
showing up, on, you know any kind of local marketing search whether it’s from your
phone or the computer before you run out to the store.
People are going to see these reviews.
so you have to start taking ownership and one way to do that is to talk to your customers,
talk to your clients.
Say "look we've had issues in the past-we are addresing it.
So, you know, come back and try us out again."
You know in one situation you could say I know I have got this bad review showing up
here.
I feel like I've done everything to address it and you're going to be impressed.
If you come in and mention this I'll give you a bonus gift or something like that.
Take these opportunities to talk to your customers.
Be honest.
Be human.
And, you know, get the conversation back in your domain.
They want to know what happened.
The worst thing you could have is one of these bad reviews flying out there for everybody
to see without any kind of response.
So once you start talking to people you can start to gain your reputation back
And then when they start talking about you it's good.
And that's the kind of marketing you are looking for, the organic word of mouth.
In fact people love to see overcoming challenges.
You know, so, don't let this feel like a shot to the jaw.
It may hurt, but look at what you've done.
Let them know you've got a systematic process in place to counteract any issues before.
See what you can do.
Enjoy and if you have more questions and want more info like this go to vexxt v-e-x-x-t
dot com.