How to Deal with Customers and Get Excellent Reviews?

Customers can make or break the business with their feedback. Satisfied buyers are the architects

... of a prosperous brand because they help with word...
How to Deal with Customers and Get Excellent Reviews?
Antoine Fraser Image
Antoine Fraser
Thursday 23rd of November 2023
Strategy

Customers can make or break the business with their feedback. Satisfied buyers are the architects of a prosperous brand because they help with word-of-mouth publicity. They become loyal customers and provide shining reviews and ratings that enhance online visibility, brand credibility and sales. However, getting positive feedback can be challenging, whereas negative comments are never hard to find. Unhappy clients are ready to broadcast their complaints and dissatisfaction, which can be a big problem for businesses.

Therefore, Canadian brands must tackle their clients with utmost care and provide them with the perfect buying experience and value for money. A slight deviation from what the customer wants can leave the business struggling to manage online negativity. So, here is how small businesses must deal with customers to get excellent reviews. It is the most pressing need of entrepreneurs looking to succeed in the digitally connected world and can help you rise to the top.

How to Deal With Customers?

Customers are the most valuable asset of a business and they need to be treated with warmth and respect to make them stick to the brand. Here is how they must be dealt with.

1. Know Your Target Audience

To manage customer relationships, business owners need to understand their audience. They must gather all the demographic and psychographic details of the target audience in their marketplace. It is vital to determine their needs and wants to satisfy them.

It helps to communicate with them effectively and meet their expectations. New entrepreneurs planning to purchase a business for sale in Canada must conduct in-depth market research to collect customer data for making informed decisions.

2. Create a Customer Service Policy

Entrepreneurs must work on creating a customer service policy based on the details gathered from the research. It must include the customer service goals, strategies for communication and service delivery. It should have policies to maintain high-quality service standards and increase customer satisfaction through problem-solving initiatives and prompt responses.

Businesses should use a customer relationship management (CRM) database to record conversations, feedback and information of clients and use it to personalise their service and meet their needs.

3. Train the Support Staff Members

The customer care team should have the right attitude to deal with customers and have a friendly demeanour. They should know everything about the product and the company to answer questions effectively. They must be trained to resolve common customer complaints with patience.

They should be skilled in providing demonstrations and implementation instructions over the phone and face-to-face. They should be competent to handle disgruntled customers with grace and empathy and proactively develop solutions to appease them.

4. Focus on Customer Retention

Customer loyalty stems from satisfaction, which in turn is achieved by fulfilling the expectations of the buyers. It involves creating an immersive and engaging buying experience both online and offline. Customers must find it easy to navigate the payment process and feel valued by the services offered. They must get the features in the product that they desire and it must be priced within their budget.

The support team must inform and educate them about their purchase and follow up to collect feedback and improvise. In addition, budding entrepreneurs who purchase businesses for sale in Canada should offer loyalty programs to appreciate the repeat purchases of buyers.

How to get Excellent Customer Reviews?

Research shows that more than 90% of buyers refer to customer reviews before purchasing. Thus, a lack of positive reviews can affect sales significantly. So, here is how businesses can secure reviews and ratings from satisfied buyers.

1. Ask for Review And Offer Incentives

Asking for reviews from every buyer is the wrong approach. The support team must assess the feelings of the customers after purchase through follow-up calls and emails. They must ask for this favour as a polite request to showcase their gratitude in advance. Usually, an opportune moment is when the customer shows interest in making more purchases or starts following the brand on social media and shares its posts with friends.

Some happy customers become brand advocates on social media and can be asked to demonstrate the same love through testimonials and reviews on sites like Google Business Profile, Facebook Page Reviews and Angi. After they post these reviews, you must provide them with discount codes to appreciate their efforts.

2. Offer A Review Template

Many customers do not like writing customer reviews when asked for feedback because of a lack of time and unwillingness to write. Thus, entrepreneurs who purchase a business for sale in Canada must prepare a review template with cues to make the process simple, quick and easy. It helps to get the desired questions answered, such as satisfaction levels based on quality, price and service.

Other buyers are looking for this information, which can help persuade them to purchase. Open-ended questions and ranking the product or service on a scale of 1 to 10 are a few ways of keeping the format interesting.

3. Respond to the Reviews and Complaints

Entrepreneurs must ensure that their support team is responding to the reviews promptly. The positive comments must be appreciated and offered the required gratitude to keep the good feedback flowing.

On the other hand, the negative comments must be handled smartly without aggravating the situation further. The response must aim to placate the angry customer and provide them with a solution that helps to resolve their problems or pain points.

4. Host Meet and Greet Sessions

Simply asking for reviews is not going to get sufficient reviews. To maintain a relationship of harmony with the customers, you need to make them feel special and valued. Thus, you must organise meet and greet sessions in a restaurant or social arena with goodies and gifts for loyal customers. If you have purchased a business for sale in Canada, this activity will help you know your customer base closely.

These sessions are an ideal place to ask for referrals and invite potential customers to interact with the brand advocates. Get the testimonials posted on your company website with the pictures of the buyers. Keep them informed about the latest offers and happenings to stay connected and strengthen the relationship.

Wrapping Up

Getting excellent customer reviews is based on the quality of the products the business offers and the services extended along with it. If these criteria are fulfilled, it is easy to make the customers write good things about the business and help generate more sales.

Author Info
Antoine Fraser

Antoine Fraser (born in 1981) is a writer and guest lecturer of Masters in Business Administration in different Universities of Ottawa. He was born and raised in Belleville, Ontario and moved to  Ottawa, Ontario, to attend the most prestigious Carleton University. He also holds a PhD degree from School of Management, Branford. The interest of his research has been in the field of small business programming, public policy and small firm growth. He has also published in trade publications with insight from globalisation and finance. His affiliation with Business2Sell is a matter of pride for us. 

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