The only thing worse than delivering a bad product, service, or experience to a customer is not making it easy for that frustrated customer to immediately tell you about it.

Put a feedback form on your website. Follow up shortly after a sale to make sure they’re happy. Put the phone number of someone important enough to actually fix problems on your receipts.

If you don’t give them an easy way to alert you to problems and to get support, they’re going to turn to public places like blogs, forums, and review sites — and that negative word of mouth is very public and very permanent.

Here’s a great example on every table at Austin’s Snack Bar restaurant. Note how in one simple card they point happy customers to a specific place to leave reviews while offering upset customers an immediate way to get help:

email

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Comments

  1. Chris Picanzo

    This is such a great way to give the customers that little push they may need. I actually have a tough time getting clients / business owners to place these in their establishment. They seem to think there will be to many negative comments. They don’t understand the importance of them and how you can actually turn a negative comment or review into a raving fan. You guy’s have said it time and time again and it’s so much the truth. Thanks for sharing the article so we can show how important it is.. Hopefully they will listen 🙂

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