It’s happened to all of us. You go to one of your favorite small businesses and you walk out unimpressed, disappointed, and, sometimes, upset. You want to share your feedback, but what’s the best way to leave a negative review? Before you log into your Yelp account to write a scathing comment, take a moment to consider how your review can have a long-lasting effect on that small business.
A single negative review can impact a small business more than a comparable yet larger company. For example, that small business may only have nine reviews on their Facebook page. Leaving that tenth, negative review will drastically affect how other consumers view that business, and maybe for something that was a simple mistake or easily fixable.
That said, small businesses have a leg up on their larger competitors when it comes to receiving and implementing feedback. Small businesses can make changes much faster than their larger competitors. They are more agile, being able to shift towards a positive experience nearer in the future than a national or international brand.
If you have a negative review, the best thing to do is address the concern in person and in the moment. If that is not an option, send a note directly to the business via email or direct message. Airing your grievances privately will allow your voice to be heard while keeping the small business’ reputation intact.
Say the opposite happens: what’s the best thing you can do when you have a positive experience at a business? Send them a video testimonial that they can use on their website or social media feeds. Word of mouth still goes a long way and can be the best way to support your favorite companies.
Not comfortable in front of the camera? Take the time to write a note to thank them for their products and services. After all: who doesn’t love getting an unexpected thank you?
Alicia Hansen is a Cleveland born, raised and educated marketing professional, writer and event producer. Her event credits include work with Cleveland Magazine, the Arthritis Foundation, Playhouse Square, Great Lakes Theater, the Cleveland Metroparks and more. Previously as L’Nique Specialty Linen’s marketing director, she played an integral role elevating the brand awareness of the organization with recognitions like L’Nique’s Top Workplaces awards from The Plain Dealer in 2016, 2017, 2018 and 2019. She teaches yoga at GrooveRyde, Platform Beer Co. and at pop-ups around Northeast Ohio. You can find her spreading a realistic yet hopeful look on life on her social feeds (@aliciamhansen) and her blog, aliciamhansen.com.
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