Small Businesses Beware What Your Customers Are Saying and Where They Are Saying It

By: George Langel, Owner of Apex Rooter and Plumbing Services, Northern Colorado

Everyday our plumbing technicians are out there working with customers to fix their problems.  At Apex Rooter and Plumbing Services in Northern Colorado, we strive to meet and exceed our customer’s needs each and every day.  So, I often wonder what happens if we have a dissatisfied customer that no matter how hard you try to please them they are not happy.   I worry like most small businesses that after all the years of hard work to build our reputation it could be damaged by one customer using the internet.  

Yes the same internet that helps to bring in business could be a tool to damage my businesses reputation.  Due to my concern, I have discussed this with my marketing agency, and have been reassured that although the internet is powerful and reaches many, like all word of mouth challenges, it is best and possible to address these issues head on. 

So for all of you concerned like I am, there are methods to monitoring what others are saying about you over the internet and if they are talking about you, in most cases there is the opportunity to respond and explain your side of the story.  Most consumers understand that we are all human and that in some cases we will not be able to please all of our customers – no matter how hard we try, but it is always best to be honest and address concerns head on!

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