Ways to Recharge for Successful Entrepreneurs

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Entrepreneurs are a different lot. It takes a certain type of person to hang out there on the edge and take calculated (and sometimes not so calculated) risks.  The rush of adrenaline that keeps tycoons in the sweet spot of success can wear a person out, though.  The hard-charging, always-ready attitude is a unique quality that has its own set of rules when it comes to taking a little downtime without losing precious time and opportunities.  The following are excellent strategies for how to recharge for moguls of business.

Contemplation
There is no “right” or “wrong” way to sit quietly for a few minutes a day.  Taking the time to think and contemplate things is a real game changer. It teaches you to quiet your mind and gives that big brain of yours time to rest.  That’s all it is. Give it a try.  Take 20 minutes and sit quietly.  Let your thoughts come in and gently focus on them one at a time, allowing yourself to sit in silence.  Over time, the effects build and offer a calmer mind and body, heightened focus, more patience, and greater productivity.

Movement
Your doctor and Jillian Michaels are right.  Exercise is especially critical for entrepreneurs.  You may feel like you are going 100 MPH on any given day and do not need “additional” activity, but get outside and take a brisk walk.  You can even take the time to think at the same time. It’s a twofer for the multi-tasking magnate in you.

Experience the Outdoors
Great Scott!  Throw nature in the mix and it’s a “three-fer” (it’s a real word – scout’s honor).  The outdoors can spark relaxation, creativity, and help stave off burnout.  Daily exposure to natural surroundings will give you the fuel to get back in the office and power through your day.

Schedule Your Time
Keep a single calendar that gives you mandated time each day to walk away from your desk, your phone, and your email.  Maybe a couple of 10-15 minute breaks that give you time to stretch your legs, interact on a social level, grab a (healthy) snack or call a loved one.  This single calendar will house business related obligations and personal outings and priorities.  Seeing all of your obligations in one place helps eliminate the over-scheduled executive trap and gives you the opportunity to see, in black and white, how you are spending your time.  In addition to your breaks, dedicate some time to your meal periods.  Maybe you do not want to allocate an hour per day for lunch.  At the very least, turn off your electronic world for 15-20 minutes and give your food your full attention.  Think of it as “eating meditation.”

Unplug
Unplugging from all electronics, while a little frightening at first, can help alleviate a ton of stress. Think about it; all of those dings and beeps and buzzes that are always pulling at every last ounce of concentration you have. There’s only so much a person can take.  Every tweet, poke, Instagram, Snapchat, email and reminder activates responses in you that eventually lead to mental and emotional breakdowns. It’s a daunting prospect, but consider taking an hour away from all electronics and build from there.  Who knows, maybe you could allocate an entire electronics-free day or evening.  Your creativity and your soul will thank you.

These few tips can help avoid burnout and create the optimal environment for the successful entrepreneur in you.

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5 Psychological Triggers To Convert Prospects To Clients

Any marketer worth anything will tell you that the key to increasing sales is to use A/B testing to determine which sales tactic is more successful than another. If you’re not familiar with it, A/B testing (sometimes called split testing) is comparing two versions of something to see which one performs better. With that in mind, have you ever wondered why some tactics are more successful than others?

Logically, we think that if we appeal to the rational brain, we will convince people that our product is the best possible product for their needs.  However, if that were the case, would anyone ever buy Croc Accessories or Pet Rocks? Nope.

Unless you’re selling to Mr. Spock, there’s a much simpler way of convincing people to buy what you’re selling. The key to turning prospects into clients is tapping into the deeply embedded emotions inside each one of them.

By identifying these emotions and learning how to trigger them, you can increase your revenue faster than you can say “Chia Pet.”  Here are the top 5 psychological triggers you can start using immediately to boost your bottom line.

1. Increasing Pleasure and Avoiding Pain

Avoiding pain and increasing pleasure are the driving forces of all human activity.  This idea is the most fundamental reason we have a nervous system.  If something hurts, we find a way to stop it. If something feels pleasurable, we do it more.

Translating this into your marketing strategy, you must first identify what your clients associate with pain and pleasure. Once you’ve figured that out, the rest is easy. Draft your marketing message in a way that shows your customers how your product or service will get them as close as possible to their pleasure trigger and away from their pain trigger.

2. Simplifying Life

For most of us, life is complicated. Too complicated. It takes 47 steps to get us from the comfort of our beds and out the door prepared to work.  We don’t need another product or service that will add more steps (obstacles) to our day.

Take a good, hard look at what you’re selling. Does it add or remove barriers from people’s lives? If it’s not easy and fast to use, consider making a few tweaks that will take all of the “no’s” out of the equation.

3. Creating Novelty

New and shiny are what we love. In fact, it has been scientifically shown that exposure to something novel increases the amount of dopamine in the brain, that chemical that makes us all tingly and excited.

If you’ve ever heard someone complaining about the lack of significant changes in the latest iPhone, but still stand in line for hours to get one in their hot, little hands on release day, you’ve witnessed the power of novelty.

You can easily create innovation with your products by making a few simple changes and give your prospects that shot of dopamine they’ve been craving. Think googly-eyes on the pet rock.

4. Telling a Story

Humans have evolved over hundreds of thousands of years by telling stories. It’s how we share our experiences.  The best storytellers invoke all of the senses to put their audience directly into the action.

You can infuse even the most mundane products with the magic of a good story. Try updating your copy to tell a story about your product that transports your prospects to a happier, more memorable place. They’ll buy just to keep the story alive.

5. Building Anticipation

We’ve all turned 16 at some point in our lives. Remember the anticipation we felt as the day drew nearer and the prospect of being able to drive around without an adult sat winking at us in the distance? It made life a little more sparkly, didn’t it?

If you’ve got a new product or service in the works, don’t just plunk it down on the counter when it’s all done. Start building some buzz while you’re still working on it. Send out emails to your current customers and prospects. Create a series of videos giving out little bits of information at a time. Get people in that “I can’t wait” mode and your launch day will be more profitable than you can imagine.

Is Your Office a Gossip Shop?

Let’s face it – we all have our quirks. Part of working with others is the opportunity to develop collaborative working relationships.  Other people’s habits and behaviors affect us when we are in a shared environment.  In many instances, these are the people that we interact with for the majority of our days.  As a natural result, friendships form as trust and respect are gained from our day-in and day-out interactions.  You may have experienced this in your own company.  And then, one day… BOOM! Like a bolt of lightening, an employee begins to engage in storytelling that looks and smells an awful lot like gossip.

“Did you hear about Kathy?  She is dating one of her supervisors…”  or “I think Corey is on something. He has been late a lot lately and his eyes are watery…”

And with that bolt of lightening you have an out-of-control wildfire on your hands.  It only takes one person to spark this type of destruction.  Once one person speculates to another and then another, that speculation soon becomes a “fact,” and the object(s) of the gossip are in a position to defend the truth.  This type of defensive space can shut down trust and, as a result, the creativity and collaboration that take so long to cultivate are lost.  Gossip wars can emerge with retaliation, and the cycle of destruction keeps on going.

So how can you protect your workplace from gossip?  Here are a few tips to help you guide your employees in stamping out the gossip wildfire.

Change the Subject.
If a conversation isn’t heading in a positive direction, encourage staff to change its course by politely changing the subject. It can be easy to say something that’s interesting – and upbeat – while also sending them a clear signal that you don’t want to talk about whatever you perceive to be gossip.

Say something positive about the person who’s the target of gossip.
No matter how negative a story about a person may seem, we rarely have all of the facts and there are likely positive qualities to that person. Remind people who are engaging in gossip that the person they’re talking about has done or said something praiseworthy by mentioning something specific that’s positive.

Confront gossip politely yet firmly.
Stand up to people who are gossiping by saying that you don’t want to know about the story they’re trying to tell you. Don’t hesitate to call out gossip when you hear it, but do so with grace. For example, you could say something like: “That sounds like it is none of my business, so I don’t really want to hear any more. Let’s just drop it.” Encourage your employees to hold others accountable for their choice of words.

Point out missing information.
If all else fails, ask questions that point out gaps in a story, such as specific times and places of events that supposedly happened. Challenge gossiping people to tell you how they personally verified the information they’re spreading about others. Help them see that just because they heard a story doesn’t mean it’s true – and even if it is, they can’t possibly have an accurate perspective on the situation.

Making it clear to your staff that gossip will not be tolerated. Eliminating gossip in the workplace will perpetuate an ongoing culture of kindness and respect.

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Sharing the Challenge Means Sharing the Victory: The Two-Way Street of Team Leadership

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Many people work their entire lives to achieve a leadership role within an organization. They’ve put in their time, tirelessly working their way up through the ranks and then, it finally happens: they’re trusted enough to be given the responsibility of bringing a team together for the benefit of a business’s long-term goals. And yet, unfortunately, far too many people tend to veer off course with this almost immediately by assuming that respect is a given (which we’ve talked in detail about before), and by looking at “the team” as one thing and the “team leader” as something separate. They’re not separate, and they never were. The sooner this is understood, the sooner you’ll be generating the types of results you were after.

There IS an “I” in Team – It’s Just Silent

An old saying has told us for years that “there is no ‘I’ in ‘team'”, meaning that in order to become a successful, respected leader, you have to put aside your own needs and look at yourself as just one part of a larger whole. While this is certainly true, from the perspective of a leader there actually IS a pretty important “I” in team. It’s just that most people use it incorrectly.

As a leader, you don’t lead by delegating authority or even by simply demanding excellence from those around you. You lead by example. You always have (whether you realize it or not) and you always will. You set the tone for everything that happens. Think about it – if you like to joke around throughout the work day, your team members will probably joke around a bit, too. If you like to keep things a bit more on the serious side, the mood of your team members will reflect that.

This is a clear-cut example of the two-way street of team leadership, and it is one you NEED to know how to use to your advantage. Never, under any circumstances, should you ask something of your employees that you would be unwilling to do yourself. Don’t say to your new graphic designer, Timothy, “Hey, we’re a bit behind on this upcoming project and I need you to come in on the weekend.” Instead, say, “Hey, so that we can get caught up, I’m going to be coming in on the weekend and I would really appreciate it if you could find the time to as well.” This goes above and beyond just showing your team members that they’re appreciated. It lets them know that you’re not JUST the team leader, you’re a part of the team as well. Of course, you might not always be able to come in on the weekend yourself, but showing your willingness is more of the idea here.

Pay attention to the way this idea plays out in visual cues, as well. If you want your employees to dress more professionally in the office, don’t call them together and reprimand them for their current appearance while you’re wearing beach shorts and flip-flops. Doing so will end in slowly chipping away at that high-functioning team you worked so hard to build in the first place. If you show up every day at the office dressed in a suit and tie, just watch how your employees will rise to meet your dress code.

A Team Shares EVERYTHING

This idea also plays out in how you celebrate your accomplishments or lack thereof. By making yourself a more ingrained part of the team and sharing the challenges, it means that you truly get to share in the victories as well. Remember – you don’t work in a vacuum. When a project finishes successfully, people may want to give you the credit because “you told the right people to do the right things.” You didn’t. Never forget that you’re just one small part of a larger whole. If you were willing to share the challenges, you have to share the victories as well – this means that any success is the TEAM’S success, not yours.

In the end, the phrase “team leader” is actually something of a misnomer. People tend to think of it as immediately positive – you’re in a position of authority and that is something to be celebrated. While this may be true, it’s also something that can be far too easily abused – even unintentionally – if you’re not careful. If a chain (or team) is only as strong as its weakest link, you need to understand that the weakest link will ALWAYS be the team leader by default. Your number one priority is making sure that the entire team is moving forward through the way you treat your team members, the way you behave, and the way you show them that you’re all in this together.

Using Customer Data to Create a More Powerful Customer Experience

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Make no mistake: the data revolution is upon us and has, perhaps, affected no industry more than the wonderful world of marketing. Your average marketer now has access to huge volumes of information about who their customers are, how they’re behaving, what their thoughts are on certain issues and more – all of which can quickly prove overwhelming. It’s important to look at the big data phenomenon for what it is, however: an opportunity. It’s a very real chance that marketers have to realign their efforts and create the type of powerful customer experience that creates a loyal army of brand advocates.

Broadening Your Customer Personas

Customer personas have long been a tool marketers have used when trying to relate to their target audience. These fictionalized, typically generalized versions of theoretical people can be a great way to help the designers of a campaign keep their “eyes on the prize,” so to speak. After all, if you’re setting out on a road trip across the country, it can be helpful to know exactly where you’re going before you back out of the driveway.

However, the huge influx of data that marketers now have access to is a terrific way to deepen these customer personas more than ever before. You no longer just have things like age, gender, employment status or income level to work with. You can now draw from not only what has influenced past purchasing decisions, but WHO. You have volumes of analytical data pertaining to lifestyle, interests, and behavioral patterns. You can even draw valuable information from how a person might respond emotionally to a certain event in their life.

All of this means that an already powerful tool, customer personas, can now be put to even more meaningful use in the future. These personas are no longer generalized at all, which is very much a good thing for marketers everywhere.

Redefining the “High Value” Customer

Another great way to use customer data to create a more powerful customer experience is to reassess your “best” or “highest value” customers through the lens of this new data you’re working from. You’ve always been able to call up data like average purchase size, lifetime value, and acquisition costs pretty easily, but now you can go deeper. You can get a real sense of how satisfied your customers are with your products or services and look at how that information may affect what you need to do for your customers in order to get them to remain loyal.

You can also see whether or not the people you’re actually targeting with your marketing materials are the ones who are actually spending money on what you have to offer. If there is a discrepancy there, who ARE your buyers? Is this a problem, or is this a happy accident? What does this new information say about decisions that you were previously making on assumptions? This is all incredibly valuable information to have moving forward.

At the end of the day, the huge volumes of customer data that marketers now have access to is absolutely NOT a burden. We live in an age where it’s now easier than ever to glean the type of valuable, actionable insight that you can use to make more effective, strategic decisions. All of this allows you to drive home the most important benefit of all: creating a much more powerful, organic, and deeply rooted customer experience than what was possible even five short years ago.

Mutual Respect: The Secret Ingredient When It Comes to Managing Employees

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Many business leaders are still operating under the mistaken impression that the key ingredient to managing employees involves learning how to delegate responsibility. So long as you tell the right people to complete the right tasks, your business should pretty much run itself, right?

Wrong.

You can’t just demand that your employees dedicate a huge part of their waking days to helping you accomplish your own professional goals. They have to want it. You can’t buy it, either – high salaries and competitive benefits help, but they’ll only ultimately carry you so far.

So how do you make not only managing employees easier than ever, but also turn them into true, loyal team members instead of passive subordinates at the same time?

The answer is simple: mutual respect.

What is Mutual Respect?

The most important idea to understand about mutual respect is that you’re dealing with a two-way street. You can’t force someone to respect you just because you happen to be their boss or because your name is on the door. You have to earn it. You have to show them that you’re worthy of it.

However, generating mutual respect isn’t as easy as flipping a light switch. It involves a lot of small things that eventually add up to a pretty significant whole. It’s about being genuine in your interactions with employees. It’s about going out of your way to do the right thing and recognize a job well done. It’s about making sure that all employees, regardless of position, have an equal voice in all decisions that affect them. It’s about taking the time to show an employee that those eight hours they spend in the office on a Sunday didn’t go unnoticed. That they were appreciated. That you wouldn’t be where you are without them.

What Mutual Respect Means in the Long Run

If you’re able to foster an environment where mutual respect occurs organically, you’ll begin to feel a wide range of different benefits almost immediately. Mutual respect means that an employee is willing to put in a little extra effort and work harder because they know that you appreciate what they do and that you would be willing to do the same if the situation was reversed. Mutual respect means that if you do make a mistake, an employee is going to give you the benefit of the doubt because it’s the same courtesy you’ve afforded them in the past.

Mutual respect also means that all employees understand and even believe that they have an equal voice. They don’t feel like they work FOR you, they feel like they work WITH you – because you feel the exact same way. Even when a conflict does arise, it never gets heated or even contentious because people who respect each other don’t argue and fight over issues, they discuss them like civilized adults.

These are some of the many reasons why mutual respect is the secret ingredient when it comes to managing employees. Creating a workplace where mutual respect is encouraged creates a “trickle down” effect almost immediately – conflict management is easier, collaboration is more efficient, and even the types of personality or cultural differences that stood to divide employees in the past only work to bring them together.

Mutual respect allows everyone to come to the simple yet important realization that at the end of the day, you’re all part of the same team.

4 Trends Affecting Small Businesses This Year

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Business owners tend to spend a lot of time searching the magic oracle (a.k.a. the internet) for answers to business growth questions.  How do I get new customers? How do I get existing customers to come back? Why doesn’t my cat like me?

Ok, maybe business owners don’t have issues with their cats, though the other questions are probably crowding their brain space right now. Fear not, we’ve identified 4 business trends you should be paying attention to this year.

– JOBS Act Crowdfunding Investment Opportunities

Not everything in business is free.  It may be all well and good to max out credit cards or drain your savings to start and grow your business, but now there’s a better way.  The JOBS Act: Title III was recently released and what that means for you is that your business can raise investments through crowdfunding, even from non-accredited investors. If you’re in the market to increase your market share, consider checking out sites like Crowdfunder.com or Equitynet.com.

– Rapid Delivery Systems

You’ve probably heard by now of rapid delivery and logistics systems like AmazonFlex and UberRUSH. Society is moving rapidly to an on-demand world, capitalizing on an economy of shut-ins, or more likely, extremely busy people. If you are in the business of selling products, you can now easily integrate an entire network of delivery drivers to hand- deliver your goods to your customers’ doorsteps.

–  Cyber Security

Unless you’ve been living under a rock, you’ve undoubtedly noticed that the world is moving to the cloud.  The rise of SaaS (Software as a Service) companies and the increasing value of information have turned the web into a hackers dream. They’re becoming more creative as well. Imagine coming into the office one day and finding that all of your files have been encrypted and a ransom note is in your inbox for the key. Your business could easily come to a crashing halt.

If you’ve never thought about cyber security or don’t know where to start, head over to the Federal Communications Commission and create a custom Small Business Cyber Planner.

– Social Responsibility

Today’s consumer is becoming more socially aware and more socially active. They care about the world they live in and they expect the same from the businesses they patronize. Earn their respect and you will have dedicated clients for life.  We’re talking more than just going green, though, although it’s always a great first start. The next step is to imagine ways in which your product or service could help reduce suffering, poverty, or climate change. Find an issue that resonates with you and your clientele and that finds a way to effect a little social change from within your company.

Assembling the Team: How to Get the Right People Into the Right Roles in Your Business

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One of the most important things to do BEFORE you start assembling a team to work on a particular project for your business is to gain a better understanding of your options. In particular, you’ll want to take a long, hard look at each employee and see what they bring to the table in a way that nobody else quite matches.

Every one of your employees has a strength – something they do better than anyone else. Assembling a team requires you to temporarily think less about who they are as a whole and more about how you can use their particular, unique strength as a tool to service a much larger goal. Take marketing, for example. A standard promotional flyer essentially has two core elements: the visual design and the language being used. If your team consists of two people and both of them are expert graphic designers, you will likely end up with something that LOOKS fantastic but that isn’t actually as effective as you need it to be when communicating a message. If you match up your best graphic designer with someone who truly has a way with words, on the other hand, now you’re cooking with gas.

Is this a gross oversimplification of the situation? Sure, but the underlying truth is incredibly relevant – you need to identify what is truly unique about a person and put them in an environment where that talent can shine.

Putting the Pieces Together

Once you’ve identified some of the unique talents that your employees possess, the next step invariably becomes putting all of those disparate elements together to form a more cohesive whole. It can be helpful to think of this process a bit like putting together a baseball team. Even though everyone loves a good home-run hitter, not every single person in a lineup is a power slugger. A few batters are known for their home runs, while others are known for dependability. Sometimes you don’t want a home run at all – sometimes you need someone who you know is going to get to first base nine times out of ten. Other times you need speed – after all, those bases aren’t going to steal themselves.

The point is that you’re trying to put together employees who aren’t JUST high quality, meaning they not only bring something unique to the table, but their skills also compliment everyone else’s. In the context of your business, a team needs to be exactly that – a collection of people who are great on their own, but when they all focus their talents together on the same goal are practically unstoppable. Making sure that you understand how these talents not only work, but work TOGETHER, is one of the biggest things to focus on in this regard.

At the end of the day, assembling the perfect team for your business and getting the right people into the right roles is less about the people themselves and more about your own perspective on the situation. Provided that you enter into the situation from the right angle, know how to identify and bring out the core qualities of these employees, and understand how they all fit together to form a cohesive whole, you’ll be creating the type of situation where success isn’t a matter of “if,” but “when.”

Realize the Amazing Power of Your Blog: Blogging and Social Media

Digital marketing, it’s pretty simple, right? Draft up 500+ words of amazingly educational and entertaining content, upload it onto your blog, maybe sprinkle on a little SEO magic and you’re good…right? Well, let’s just put it this way: if you have teenagers, they’re rolling their eyes at you. If you have dogs, they’re staring at you with that head-cocked-to-the-side look they give you when you’re missing the obvious.

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Ok, maybe it’s not as obvious as pick up ball…throw ball, but if you spend any time reading about online marketing, you’ve got to know how important of a role your blog can play in growing your client base.  Don’t worry, though, you’re not alone.  It’s surprising how many established and emerging businesses underestimate the power of their blog.  With a few added steps, you too can realize the amazing power of your blog.

Active Content Distribution

When you were planning your wedding or “Sweet 16” party, you didn’t spend hundreds or thousands of dollars on gorgeous invitations just to leave them in the box, did you? Of course not! You sent them out into the world so they could tell the world the exciting news.

The same concept rings true for your blog content. They key is to actively push your content out into the world so people can line up to dance with you, money in hand.  You want to get your content out on as many channels as you can. So this means:

o    Tweet out your headlines and grabbers with a link to your content
o    Post a summary of your content to Facebook
o    Add your blog to your Google+ and LinkedIn Feeds
o    Upload the cool images you post with your blog article to Pinterest and Instagram
o    Turn your blog into a podcast or video and upload to YouTube
o    Find out where your clients are hanging out and get your content out there!

It may sound a little daunting, but most of that can be done in one step using online tools that will help you to schedule your releases to touch your prospects and clients on a daily basis.  Aim for 2-3 releases per day.

Sales Funnels

Depending on your business, your sales funnel can look much different than the business next door. So, without getting into too much detail, let’s take a high-level look at what a sales funnel is and how your blog and other web content plays a role.

Typically, your blog articles will have one or more links to other pages of your website. You can be strategic about this and push (“funnel”) them to where you want them to go. The page(s) that you’re pushing your readers to may have a certain call to action that encourages them to give you their email address in exchange for something they find valuable. This could be a free white paper, free trial, webinar or other free consideration to obtain that valuable email address.

Once you have the prospect’s email address, you can now trickle out relevant content (likely from your blog) into their brains via email.  You’ll have additional links to free content or additional sales pages that your prospects can click to when they’re ready to make their purchase.

The sales funnel is all about grabbing that email address and using it to establish yourself as an expert in the field so that people will trust you enough or like you enough to buy what you’re selling.

Strategic Alliances

Too many business owners think they have to do everything alone. This is not only sad, but also a dangerous fallacy that may be choking off your business revenues. One of the big keys to building your business is teaming up with other complementary (not competing) businesses to expand your reach.

According to Andrew Davis, author of “Brandscaping: Unleashing the Power of Partnership” businesses that partner usually experience rapid success with their content.  The key is to make your content noteworthy, so when you reach out to potential partners, they’ll be impressed and want to work with you.

There are a host of ways to initiate strategic alliances. They all start with recognizing those businesses that complement your product or service and share your audience. From there, consider reading their blogs to see what they’re writing about. Send them an email proposing a guest blog article that would be of interest to their audience and a link to your site. That opens a dialogue that can lead to tremendous collective success.

Handling Negative Online Reviews Like a Pro

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Online reviews can make or break a business.  More and more often, customers are turning to sites like Yelp, Google, and Facebook to get an unbiased view of every business they use.

Negative reviews are pretty much inevitable, regardless of how hard you try.  Your responses, or lack thereof, can also have a dramatic effect on how people view your company’s credibility and dedication to customer service.  Here are a few tips to handle negative online reviews like a pro.

First and foremost it is important to have a consistent approach to handling both positive and negative feedback.

Meet Kelly…
Kelly owns a local hair salon and uses many types of online profiles to represent her business. Since public comments can’t be deleted, Kelly has developed a solid approach to protecting her business’ online reputation.

Set Up Alerts

The first line of defense for Kelly’s online business reputation is daily alerts. Setting up alerts through Google, Facebook, and Twitter lets Kelly know when someone has mentioned her business. She gets these alerts sent to her inbox daily.

Comment Always

Kelly’s policy is to comment on as many pieces of feedback as possible. She leverages the personal touch by interacting with her customers in a timely manner to all forms of feedback.  She’s also turned her responses into an art form.

Positive Feedback

Kelly always responds to positive feedback. It doesn’t have to be the great American novel, but Kelly makes sure it’s genuine and has a personal feel to it.  Observe the magic:

3/24/2015: Jen, this is one of the sweetest, most thorough reviews I have seen.  Thank you so much for your kind words about the salon and our wonderful nail artist, Nickie!

Negative Feedback

Kelly always acknowledges the client’s concerns and states in the public reply that she will contact the person to follow up and resolve the issue.  If she doesn’t have the client’s contact information, she invites the person who posted to contact her directly.

At this stage, Kelly understands the importance of not engaging in justification, excuse making, claims of innocence, or outright denial.  Here is an example of what NOT to do…

Michelle,
I am really surprised by some of the comments in your review.  You were 15 minutes late for the appointment.  The stylist you were booked with had already packed up to leave and you were marked in our books as a no show (15 minutes late for a 45-minute appointment is pretty late).  I tried to convince the stylist to stay and see you because it was Valentine’s Day and I didn’t want you to go away disappointed. She needed to get to her other job but agreed to do the blowout even if it meant being late for work. I asked you if you minded skipping the complimentary hand massage that we usually do with our blowouts since you were late and she needed to get to her second job. I’m sorry if that made your experience less pleasant.  However, she did stay late and do an amazing blowout for you.

What a complete turnoff! If you want to try and win her back and impress others? Try this instead:

Hi Jonathan,
Thank you for taking the time to submit a review. We are sincerely sorry that your experience was less than satisfactory on this visit. We would be grateful for the opportunity to make this situation right for you. Please feel free to contact me at XXX-XXX-XXXX and I will assist in reconciling this issue. A private message has also been sent. Again, many thanks for the feedback – it only helps us serve you better!

The Clock is Ticking

Kelly promptly follows up on her commitment to reach out.  The best person for this job is the business owner or general manager – someone with the clout and authority to fix the issue in one phone call or email. She and her manager put on their best customer service hats and really listen to the client’s concern.

Follow-Up on the Follow-Up

Once the issue is resolved, and only if it was a positive result, Kelly asks the client to follow up on the posting and comment that the issue was resolved.  This can be the most impactful.  Kelly always goes back to the original posting personally to briefly talk about how the resolution went down.

The key to success lies in being genuine, working proactively, and embracing the age-old philosophy, “The customer is always right!” even if you aren’t in agreement.