Several small business owners do millions and millions of transactions with customers everyday with missed opportunities to get important feedback or more importantly they miss the opportunity for customers to rave about their business and/or service. In our business we ask thank customers with a hand written "Thank you" note in the bag, and at the end of thanking them we ask them if they would kindly leave us a review on Yelp about their experience pleasant or not. What we found is about 25% of the customers would leave a review and 90% of those were positive.
Well what about a negative review? Those can be great for authenticity purposes and give validity to the other reviews raving about your product and/or service. When you have all glowing reviews some customers begin to believe the reviews where somehow orchestrated or been incentivized. In terms of incentivizing your customers to leave a review, I would highly encourage you not to give something in return for the review as it is not authentic.
Should I respond if a customer is complaining? Sure. However I would advise that you try to take the conversation offline if you find yourself going back and forth and are not in agreement to what had taken place. If you are thank you customer in public please be sincere.
If you have not claimed your business, you should start here
Duane Cofield over 15 years selling Cocaine from the age of 11 in the gritty streets of South East San Diego. I know the "game" in and out and very few can show me something new..I am now a business owner and professor of business a a few Southern California Universities. I am available for consulting, speaking, coaching. Please subscribe to the Official Drug Dealers to Businessmen You Tube Channel Here