Hi Wash Weekly Family.
Client reviews can have a huge impact on any business.
Think about it — how often have you read client reviews to decide where to visit, what to do, or even what products to buy?
I know I use them to make a lot of decisions.
94% of consumers say a bad review has convinced them to avoid a business. (Source)
25% of consumers say a company they reviewed never even responded.
94% is a huge number.
Emerging (small) businesses can’t afford that kind of negative impact.
So, it’s important to understand the different types of reviewers out there:
The Evangelists. They love your business and share it with people in the circle of influence.
The Saddie. They like your business, but are sad about a current, negative experience.
The Meanie. They are never satisfied and even when they are satisfied, they refuse to let you know it.
The Helper. They want to share their experiences, both good and bad, to help others.
The Sandbagger. They are an angry/former employee, competitor, etc.
Each has their own agenda for writing a review — and each requires a different approach to diffuse the situation.
The Evangelists
They will share and post goodwill about your business all day long. Don’t take it for granted.
Stay connected to them and constantly get their feedback and ideas about the business (remember issue # on SMS surveys).
That feedback will go a long way to improve your business and help others want to do business with you.
The Saddie
This person might write a review simply because they had one bad experience and are too shy (or just don’t like confrontation) so they didn’t mention it in the store.
You might recognize them as a 4-star review that reads:
The service here is normally great, but this one time…….
Saddies will often allow you to correct the issue and make them happy again.
The Meanie
The meanie just likes to complain.
They’re always looking for something to go off about and want everyone to know that someone did something wrong to them.
They’re typically nice people on the inside but have faced some kind of trauma in life.
You can win them over, but it will take time and effort.
The Helper
The helper has no ill will against you or your business.
They just like to share their experiences on a regular basis to help others as a moral duty for the common good.
They are typically nice, which makes it easy to connect with, understand what went wrong, and make it right.
The Sandbagger
The sandbagger is the worst type of reviewer.
They are just looking to bring you or your business down. They might be an angry former employee, a competitor, or someone who just doesn’t like you.
There’s not much you can do here to make it right with this individual because their review isn’t so much about your business or service as much as it is about hurting you.
Phew — that was a lot!
So, how do we respond to a bad review?
More on that next week.
Just don’t go being a meanie or a sandbagger and leave me a bad review for making you wait. 😉
—---
TL;DR:
Reviews can have a big impact on your business.
There are 5 different types of reviewers.
Identify the type of reviewer to know how to respond to their review
More on dealing with a bad review next week
Til the next time, I’ll be here airing out some not-so-dirty laundry every Sunday!– Waleed 🏴☠️
I would love to hear your thoughts on this week’s topic– let me know in this issue’s survey below. And for more on the garment care business, connect with me on Youtube and Linkedin!
🧰 RESOURCES
🗞 IN THE NEWS
📆 EVENTS
❝ QUOTE OF THE WEEK
Quality is the best business plan.-John Lasseter
What Do You Think of This Week's Issue?
🎤 WASHERS REVIEW
Selected 😁 Loved It and wrote
