How do you get rid of a one-star review?
We're going to talk about that today.
Hi there, I'm Angela Brown and this is Ask A House Cleaner.
This is a show where you get to ask a house cleaning question
and I get to help you find an answer.
Now today's show is brought to us by HouseCleaning360.com
which is a 360 view of the perfect home.
Now, when you set up your business, at HouseCleaning360.com
there's a section for ratings and reviews.
These are not ratings from customers necessarily, but it's from your business fan page,
so you can have cousins and aunts and uncles and parents and anybody that can give you a character
reference or that can recommend you to someone to do business with, this is where they put
their ratings and reviews for you.
So this goes beyond to just your customers who have done business with you, but people
who know you in other areas of life.
This is helpful in case there are people who want to know your character before they hire
you or bring you into their home.
All right, HouseCleaning360.com
Now onto today's show, which is about how do you get rid of a one-star review?
All right, so there are websites like Google and Yelp, that allow you to have customer
ratings and reviews that are on a scale of 1 to 5.
Now, these became really popular 10-15 years ago on sites like Amazon and eBay, where we
counted on the ratings and reviews before we did business with people, sight unseen.
All right, so this is a little bit different because this is not somebody shipping us something,
this is actually somebody coming into our home to help us with cleaning, okay?
So if we give ratings and reviews for our customers coming into our home, we want to
make sure that the cleaning that they're offering is in fact what they say it's going to be.
All right now, what's really interesting, when you get a one-star review, the very first
thing that happens is you want to get really angry, like, oh my goodness I can't believe
they don't appreciate my work, then you get all bent out of shape at the things that they said.
Okay, so stop for just a second.
When you get a one-star rating and review, there's actually a process to go through.
Process number one, stop.
Take your emotions out of the picture and step aside, okay?
So pretend this is not about you and your company.
Pretend it's about someone else.
Now the reason I say that is this if you can pretend this is one-star rating and review
is about someone else, you can look at it a little bit objectively instead of taking
it all personally.
Cause it's not personal, it's business.
It's a business transaction somebody didn't like.
That's it, that's all it is.
All right, the next thing I want you to do, is I want you to be empathetic.
I want you to think in the back of your mind, what if this is particular customer was my
mom or my grandma?
And you start thinking about this, oh she paid $200 dollars, she had a cleaning service
come over and after the cleaning service left, she found a hair behind her bathroom door,
because there was a hair behind her bathroom door on the floor, she assumed that there
were other parts of the house that where not clean or that were skipped.
And so, I can understand she paid all this money and there was a hair so she just had
these assumptions.
Now you can start feeling sorry for the customer and you can be a little bit more empathetic
as to where they're coming from.
All right the next thing I need you to do, this is step number three, is look at the
complaint, because guess what?
One star ratings and reviews, don't write themselves.
Lots of people will let stuff slide, and they kind of skip over stuff and go, well, not
what I was hoping for, they didn't do a very good job, whatever.
And they will let inadequate or average service slide.
So, if you get a one-star rating and review, that should be a wakeup call, like holy crap
what did we do wrong?
Right?
And if you have excellent customer service, you should be able to resolve this very quickly.
Now on your initial walkthrough, and this goes back before step number four, but on
your initial walkthrough, what you may want to do, is ask the customer, "Hey we specialize
in customer service.
If for any reason at any time you're not satisfied with our service, will you tell me before
you tell your social media?
Before you give me a rating and review online, will you tell me?
Because I would love to make it right personally."
Now, if you've explained that to your customer in your initial walkthrough when the opportunity
comes for them to call you and say, "Hey.
You need to give me my satisfaction guarantee and come back and clean this house."
There are already rules in place for that.
You're going to come back within 24 hours and you're going to make it right.
But if the first time you're hearing about the problem is on social media in a one-star
review, there's more than just one problem, okay?
You didn't explain very clearly about your customer service
and about your satisfaction guarantee.
All right, so then number four.
What you do when you get one?
Is if you have excellent customer service and you have already gone through the stepping
aside and looking at it from an empathetic situation, all right, now what you need to
do is to address the concern, because there is a one-star rating and review that's floating
around out there and it could bring your business down.
I don't say take it lightly if it's not to be taken lightly.
If it's rating and review of hate, which sometimes it is, that needs to be addressed.
Why does a customer hate you so bad?
Now I got one-star rating and review once from my consulting services.
The woman said it was the best consulting she'd ever had and she had some amazing things
that she was able to implement that skyrocketed her business
and she gave me a one-star rating and review.
When you look at that, there's nothing to correct.
You look at it and go, "Oh the woman got confused.
Instead of giving five stars, she gave one star."
So it wasn't even worth contacting her and saying, "Hey can you change that because you
give me a one-star rating and review, you're so confused."
Anyone reading the rating and review could have gone, "Ha ha ha, okay whatever."
So people will read the ratings and reviews, they do.
We read them on Trip Advisors before we take a trip.
We read them on Amazon before we buy products and it's amazing how many people won't go
to a restaurant if it has bad ratings and reviews.
So the ratings and reviews are paramount to the success of your business.
All right so when you address the rating and review, it's important that you address it
from a kind perspective.
This is why we take ourselves out of the situation, because whether you like it or not, whether
you admit it or not, whether you agree with me or not, is irrelevant.
You are the voice of your business.
You are the brand.
And so you need to be professional and kind no matter what you say.
So it's easy to fire back at the customer and go, "You don't know what you're talking about.
Our people were there for four hours."
Don't.
Please don't do that.
Acknowledge the customer had a concern because in the customer's mind, it's very real.
And so if it is a real customer, this is not a fake review, but if it is a real customer
that had a real situation, own it.
Take a 100% responsibility and say, "Oh my goodness, I can't believe we did this.
We must have had a day where we human.
I am so sorry you had to experience this.
In all fairness, we've never cleaned a house before with seven dogs running around and
so, we underestimated how things might slide or scoot or whatever and that hair would be
left when we were done.
We are so sorry.
We would have loved the chance to have heard this directly from you instead of reading
about it a week later on an online review.
We would have loved to resolve this immediately."
And so, you give the customer an opportunity of an out.
You want to acknowledge their pain.
You want to admit that something was wrong and you want to say, "We would have loved
the opportunity to make it right.
We specialize in customer service and we work off of referral only.
And so our reputation is our pride and so if we missed something, we want to be the
first ones to know about it, because we will do whatever it takes to make it right.
By the way, we would love to offer you a free cleaning at no expense because you had such
a terrible experience.
please give us a call and let us make that right."
All right, now the reason I say that is this, you don't want to throw your whole business
reputation away for a lousy $200 dollars or whatever it was of the cost of the cleaning.
You want to make sure that you make it right with the customer because a lot of times,
they will come back and say, "Oh my goodness, the owner of the company called me and they
made it right and no hard feelings, all is forgiven," whatever and then they will change
their rating and review.
Now, the next thing that I would like to recommend because there are so many people that rely
on ratings and reviews, you want to make sure that you have the best opportunity to get
a rating and review.
So if you have one bad star rating and review, you can counterbalance that with 95 good ones
and then people are going to go, wow.
But for most of the time, there's a really good experience.
So what I recommend is picking a website, Yelp, Google, HouseCleaning360, whatever your
site is, where you're promoting your business and get a QR code of your listing.
I'll put links in the show notes to the QR codes so you can make your own.
And then make up a business card that has your business name, your phone number, your
information and your QR code, and then give it to the customer and say, "Listen, if we
make a mistake, gosh, I hope we don't but we're human and we might make a mistake one
day, will you please give us the opportunity first before you tell your friends?
The information to call me is right here.
The day that we please and delight you, there's a QR code right here.
Scan this with your cell phone, it'll take you directly to the site and you can leave
us a positive rating and review.
So if you're not happy, call this side of the card, if you are happy, call this side
of the card."
And you can ask every customer for a positive rating and review and if they don't give it
to you today, they can keep the card and give it to you in two weeks or a month or a year
from now, when they're familiar with your service and they're comfortable with you and
they like and they've had a pleasant experience.
But before they go to social media, before the blast you to their friends, before they
leave you a bad rating and review.
Let them give you the chance to call you first.
And when they call you don't, please don't be defensive.
Be accepting and say, "Hey I understand there was a situation here.
As the owner, I'm willing to give it whatever it takes to make this situation right.
What do we need to do?"
And then ask this question, here are the magic words, "What do you think is fair?"
Because when you ask a customer what they think is fair, sometimes what they think is
fair, sometimes what they're going to say is, "Well, I'll just pick up the hair behind
the bathroom door and from now on just pay attention."
Or they might say, "No, come over and clean up the hair that's behind my bathroom door."
They're not going to say, "Come over and re-clean my whole house for free."
That's not fair but when you let them decide what's fair, often times it's something very
small, it's a small concession.
What they're saying is I want to be heard, and I want to be acknowledged and I want to
get value for the money that I paid.
That's it.
Most people are fair and that's all they want.
So that's how you get rid of and overcome and deal with one-star ratings and reviews.
All righty until we meet again,
leave the world a cleaner place than when you found it.
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