Brands: This is How You Get a Spine

July 12, 2016 Ophelie Zalcmanis-Lai, Content Editor

The customer is always right. You've heard that in sales 101 before, or just generally about anywhere. 

The customer experience is paramount. Without them, there's no cash flow and there is no audience to sell to. So with coupons, heartfelt letters, personal shoutouts and more, brands work to repair any tense relations with customers who feel slighted in any way. 

Though on the other side of that screen, those olive branch actions are done with grimaces, extra heavy fingers on the keyboard and muttering under the breath.

Maybe you're full of sunshine when you fulfill your customers every needs; after all, it is a good thing.

But when is it too much of a good thing? When is just senseless and truly unjustified?

In the case of Karma Bar and Grill in Milwaukee, the owner was finally fed up with ruthless Yelp reviews that seemed to have little to no basis in reality or fact. What did he do? Served one upset customer a flaming hot clap-back. 

It's true brands, you can stand up for yourself. In fact, you should. By all means, make the customer experience as amazing as you possibly can. However, answering every slight while begging for forgiveness isn't going to help you. Why? Customer will come to expect that you will always hand them freebies and you will start losing money. Period.

Customers are smarter than brands give them credit for. Trust your customers, respect your customers. But make sure the feelings are mutual.

Fine Dining Lovers. laid out the drama for us beautifully. Restaurant owner 1. Yelp reviewer -0. 

 

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