Almost every company has its critics, and now they have access to social media and comment sections.
My clients and colleagues who are small business owners frequently whine to me about Yelp. They feel bullied by Yelp and bullied by reviews. Some even refuse to claim their listing to avoid the feedback…despite Yelp’s power of driving customers to their business.
Heed these words:
Before you oil the squeaky wheel, here are some things to keep in mind about the vocal minority — those online customers, trolls and/or community members who have big mouths, but don’t actually represent the sentiments of the group.
Just because certain customers are “loud” and they are consistent in posting or sending you feedback, it doesn’t mean that they represent the feelings of your wider base of customers or fans.
In fact, many of the folks who complain actually don’t have a lot of purchasing power and some of them aren’t your customers at all.
Many customers complain in online forums and on social platforms more often than they give praise.
In communities, the masses tend to ignore responding to the critics to save themselves from headaches.
If you get negative feedback, respond to it. Be responsive? Yes. Be pushed? No. Don’t let someone else’s vision of your business drive your business.