The smartest thing a business owner ever did!
Posted By Matthew Liptak on February 13, 2010
I am an avid fan of writing reviews of businesses, products and even movies. I take it seriously and use good judgement when it comes to evaluating what I have used my hard earned money to buy. I especially appreciate when an owner, developer or sales person takes time to read and appreciate the reviews I write. More and more I am seeing owners of businesses paying quite a bit of close attention to social media and online business reviews.
On many occasions I have had owners of businesses contact me to inquire about the review I have left and some lash out and take it personally. Quite honestly, putting myself in an owner of a business shoes, this is the wrong approach. To take comments a consumer made to heart and let is bother you enough to go off on a past customer only creates an even bigger problem. This is a chain reaction that creates even more discontent. It has happened a few times and I am baffled at what these what I call immature business owners hope to gain by complaining about the bad reviews I gave them.
However, there was one owner that approached me the other day to take a different approach. He commended me on my bad review of his business. He took every point I made and commented on how sorry he was that his business fell short that particular visit. He even went so far as to offer me a free meal on him to have me come back and reevaluate the business to get a second opinion. Now I never write reviews for personal gain nor do I write a review to discredit or harm a business intentionally. These websites are put there to help fellow consumers learn from each other and get an unbiased opinion from real customers. On this occasion I took this owner up on his offer. Why not, right? It was an offer to try and see what I thought a second time.
I visited the business and the owner was in the establishment, in this case it was a restaurant and he was on site and gave me a friendly greeting and gave me a gift card worth an amount to give a healthy second review. I ordered and ate and could not believe what I learned. What I found was that my first review, whatever the circumstances was way off base. Granted the service was slow at the time, but the food was delicious and the place was not as bad as I made it out to be. I was so surprised that I walked away almost feeling bad that my initial reaction on that day was to write very cold permanent words on a public website that actually may have hurt this business. I spoke to the owner afterwards and he told me he wanted my honest opinion and he said bad or good, what I felt that particular day was a true test of how his business was performing. I immediately went home and went back to the website to update my review with a stellar write up that was a glowing display of not only customer service but just good quality food. Soon after writing this and hitting update, I thought to myself, what this owner did was absolute genius. He was so confident his product was good, he pinpointed my harsh review out of the many and took it upon himself to prove me wrong. He not only proved me wrong but he set off a chain reaction of gaining me as a potential new loyal customer and updating my review with a golden display to make his business shine! It was unreal and it showed how smart a business acumen this owner had.
I am hopeful now that every business owner will take the time to examine online business review websites and take the time to appreciate customer feedback. I feel this will become essential to the potential future success of any type of business.












