Impeccable Social Proof

Customer Experience Tip #1386

If you’ve done work for lots of customers, a negative online review is bound to show up eventually. Don’t let it get you down. As crazy as this may sound, it’s actually working in your favor by adding credibility … as long as you have plenty of positive reviews to prove to the world that you’re great to work with — prospects will likely conclude that, “That negative reviewer must have just been an anomaly.”

Comments

  1. Also important — or required! — is responding online quickly, courteously, positively, and (if appropriate) apologetically. After posting negative comments, sometimes scathing, I’ve occasionally been calmed AND charmed by what staffer/CEO/owner said in response. And sometimes truly addressing complaints/problems leaves a stronger positive impression than “merely” providing adequate service up front.

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