Businesses hate to see complaints, and we all know that. You work hard to put something out into the world, and then someone reaches out to explain why they don’t like it. As bad as a complaint may feel, though, ignoring it could be far worse.
As Nico De Bruyn said in We’re All Marketers:
“Keep in mind that a complaint only becomes a problem if you decide to ignore it.”
I think this is why so many people like to look at the bad reviews of a business, so they can understand how the company responds to problems. Personally, even if a company has a 4.8 rating, I want to see what happened to those few disappointed folks.
- Did they misunderstand something?
- Did the company mess up?
- Did the company fix their mistake?
Some businesses make mistakes and try to bury them, while others try to learn from them. It’s pretty obvious which ones you want to partner with in the long run.
