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If They Give You Lemons...

Yelp, Trip Advisor, and numerous other websites allow customers to rate, rave about, or criticize a business’s services or products. Lots of consumers use other social lemonademedia sites such as Facebook to share their experiences with stores, restaurants, and other service providers. Positive consumer reviews can help a business, but it may only take a few negative ones to harm a business. What can you do when a customer blasts your business via social media? Think about turning lemons into lemonade. Try turning the criticism into an opportunity to win back your customer and improve your business.

Don’t focus on right or wrong. Sometimes the customer is right, but not always. Most of the time, however, it doesn’t really matter. What matters is finding a solution that works for both parties.

Act on customer feedback. See customer feedback as a positive thing. It provides a different — and valuable — perspective and may be the best way to find out what isn’t working. Once you determine what’s wrong you can take steps to fix the problem.

Dazzle customers with service. Get in touch with the customer to discuss the problem and if and how you can make things right. If you’ve ever been on the receiving end of that kind of treatment, you know how effective it can be. Along with changing one customer’s impression, there’s a chance that customer will share the experience — and you could benefit in the end.

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