Today we write to you with an important message about professionalism and our online presence not only as a company, but as individuals as well. Recently, a colleagues was the subject of some negative publicity in the form of Facebook posts and Yelp reviews.
We thought we could provide some guidance for you as to how to deal with such a situation, should you find yourself in it. The best way to deal with these incidents are to try and never find yourself in them to begin with, meaning to provide excellent customer service and interact cautiously with each and every person you come across, as you may never know who may be that power Yelper with hundreds of reviews posted.
If you do find yourself in this situation, however, below are some things to keep in mind when deciding how to react:
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Don’t React Defensively
when someone leaves a negative review and you get notified, don’t use your opportunity to respond as a way to “strike back.” Instead, take in the situation and assess what kind of response the situation warrants. When you can take a step back from an emotional, knee-jerk response, you can think more clearly as to the long-term effects that your response will have. Remember the wise words of George Bernard Shaw in this situation; he said “I learned long ago, never to wrestle with a pig. You get first, and besides, the pig likes it.” Stay true to yourself and steer clear of pigs.
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Report abuses of power
When you encounter a review or post that is dishonest or even a flat-out lie, don’t engage. Instead, use the tools provided by the companies (like Facebook or Yelp) to report these false reviews and set the facts straight. When doing so, a response that is thoughtful, intelligent and eloquent will certainly make your case stronger rather thank a post full of accusations. Focus on yourself and how the review is not truthful rather than making any statements about the original poster. Also, if you notice that the negative review was posted by a competitor, you can also inform the host of the site of the same. Help the online community but making sure posted reviews and truthful and veracious.
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Stay on Schedule
When you see a review, address it. Whether positive or negative, either thank the author or reach out to the author promptly and address the situation. Letting too much time pass between the review and your response could make it look like you are not responsive, which speaks volumes about your professionalism. Once you have been able to calm yourself and collect your thoughts, use the opportunity to respond as a way of turning the review around by responding so professionally and courteously that you leave a positive impression of yourself for any reader who happens to come across the review.
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If you want it done right, do it yourself
No one knows the situation better than you, so take ownership and address it yourself. Having someone else, without all the facts, attempt to respond could make you look irresponsible, careless and dismissive. Take the time and do it yourself. Along with doing it yourself, see if there is a way to salvage the situation. Perhaps the incident took place as a result of a miscommunication or circumstances beyond your control. Assess the situation and see if you can still make something positive come from it. Perhaps you can offer a discount or an alternative solution for the customer. Perhaps you can offer to meet him or her for coffee and a personal meeting to resolve the issue. More often than not, even the smallest gesture will not only win back an unhappy customer but will increase your credibility with other prospective customers. When people see that you are willing to go to lengths to provide excellent customer service, not only are they more likely to work with you but they will be more likely to refer business to you as well.
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An ounce of prevention
We all know the Benjamin Franklin saying that goes “an ounce of prevention is worth a pound of cure.” Put the effort in to every interaction you have, small or large. Whether it turns into a profitable venture or not, because you never know what will happen down the line. The internet lead that disappeared after you sent out that introductory email – he may come back with work for you from his mom, brother and friend. Putting in the effort beforehand to send out good impressions, may be very well worth the effort in the long run. Another good point to remember is that once you have had a positive interaction with a customer, take the time to thank them for their business and kindly ask for the favor of a positive review. You can say something like “Thanks, Mary it was great working with you. I am so glad you are pleased with the outcome of our collaboration. If you would be so kind as to leave a quick note expressing your satisfaction with my services on ______ website, it would mean the world to me!” These kinds of requests are rarely turned down by truly satisfied customers and will certainly go a long way in establishing your online presence.
If you take these points into consideration and do your best to provide excellent customer service, you will be well on your way to creating an impressive, dominant and exceedingly positive online presence for yourself.
By HOUTAN HORMOZIAN, CAMP President and Freddie Mac CreditSmart Certified
Houtan is a mortgage industry executive, an entrepreneur with nearly two decades of accomplishment-laden experience in the real estate and mortgage industry, Houtan’s expertise centers around brand development and recognition, product launch, market share, distribution, expansion, and operations efficiency goals.
Houtan served the California Association of Mortgage Professionals as it’s 2022-23 President, recognized as a top producer, he has over one billion dollars in origination and has been interviewed by several industry publications, including VoyageLA, which have identified him as an up-and-coming professional who is changing the face of the financial services sector and related industries.