Just Look at all Those Testimonials
Well, congratulations, Johnny business man… Looks like you know what to do with testimonials. Just load them up on your website pages. Seems everyone is completely satisfied with your service too.
Wait… what’s that? You’ve received some negative comments? Well, what are you doing with those notes? Are you keeping them for inspiration? Will you file them without acting on them? I know… File 13 is always an option too, right?
Whoa! Stop right there! What are you going to do about the problem? If there’s negative feedback, then surely there must be a problem that needs attention or fixing.
Oops… Now What?
Look. It’s fabulous that you have so much great feedback, and you’re only too proud to boast about it on your website. We all love to be patted on the back. And I can just see you cringing at the thought of posting something that may put you in a bad light, so I can’t blame you for hesitating in this instance.
It’s important to realize that negative feedback matters too. After all, how else do we learn, but from our mistakes, right? And perhaps you’ve received several e-mails or letters concerning the same issue. And if that’s the case, then my friend, you’ve got a problem. Again, what are you going to do about it?
I suppose you could just ignore the bad comments, let the problem continue unchecked, and hope it goes away. Or, you could be proactive, respond to criticism, let the folks know you’ve taken note, and you’re doing something to solve the issue.
Sure, no one wants to display negative testimonials on their website. What will the neighbours think? Well, they’ll think plenty if you’re showing that nasty comment, and then responding to it in a manner that lets the client know you care about the experience they had and how it affected them, and that you’re looking to make things better. They’ll be like, wow… these guys really know how to treat their customers.
And at the very least, you’re letting all the visitors to your site know you pay attention, you care, and are willing to find a way to resolve issues to keep customers happy so they will come back to you for more business.
Because in the end, it’s all about client service. So do the right thing.
I’d like to hear what you do with your testimonials. Leave a comment if you’d like to share.