Here are three things to remember when you are so focused on the negative versus the positive:
- According to Nielsen ratings, word-of-mouth advertising is #1, so focusing on the positive is extremely important.
- Saying thank you to staff for a job well done from a positive customer comment is extremely important for morale, and even more important if they are millennials.
- When you receive a customer complaint, not only should you solve it for that customer, you should take the time to improve your business so it will never happen again.
I would re-read those three points again, especially the third one.
People are spending money trying to figure out which of their customers are complaining, and they are also spending money to get people to write great reviews, even if they are not truthful.
But are you truly investing in your company and your processes to make sure that your business generates real positive word-of-mouth advertising and improves the morale and loyalty of your team (which in turn improves how they treat your customers)?
Albert Einstein defined insanity as “doing the same thing over and over again expecting different results.” When you do receive a negative complaint from clients, you need to think “is there something different we could be doing to prevent that from happening again?”
Lastly, how is your attitude in building your business?
Dale Carnegie’s second best-selling book and seminar “How to Win Friends and Influence People” focuses on human relations by always building on positives.
Your attitude can make a big difference in improving your business in both sales and profits. So how are you looking at every comment positive or negative with each client?
The evidence would indicate that in order to build a profitable environment in which your staff and clients are raving fans that help you build more business, you need to look for the positives, and not just focus on the few who whine.