Are your Google reviews telling the story you want to tell? Are niggly little customer complaints + poor star ratings getting you down?

Chances are, there’s a break in your customer connection.

At a recent Customer Frame workshop, our founder Sueanne Carr met a business owner whose product was excellent + whose brand had strong recognition in the region. Yet, her Google reviews were telling a different story… + it wasn’t a good one.

Her reviews were full of complaints – the driveway, the signage, the parking, the entry, the turn-off from the main road… They weren’t about the quality or the value of her product. They weren’t even about the service. They were about the little things, the superfluous extras that sat outside her core product + service offering.

Yet there they were, portraying a negative impression to potential future customers.

Finding the Real Issue

So, if they’re not about her product or service, then why so many negative reviews?

Sueanne decided to pop into the business to find out for herself.

On arrival via ‘the dreaded driveway’ (which wasn’t that bad), she entered the venue, ready to be wowed. She’d heard great things about the product + couldn’t wait to try it for herself.

But what she experienced on entry was, instantly, the reason for the negative reviews.

No greeting, no warm welcome, no acknowledgement. It wasn’t busy enough to warrant such an empty experience, but it continued — no interaction, no personality, no personability — just a transaction, an exchange or transfer of goods, services or funds.

Check Your Connection

When complaints or negative reviews are at an all-time high, it’s often a signal to check your customer connection + experience.

Gaps in connection can lead to customers making more complaints + seeing your business in a more negative light.

Step into their shoes + experience your business from their perspective to find the gaps that are causing your negative reviews + complaints.

When your customer reviews begin to show cracks, it’s time to act.

Take 5 Minutes to Take Your Business Next Level

In 5 short minutes, in what feels a bit like a game of bingo, you’ll get a sense of where you are today when it comes to customer.

• Where are you nailing it?
• Where are you falling short?
• Where should you focus your efforts for greatest gain?

Our Blindspot Roadtest will tell you. Do it alone, with your senior team or your entire team – the outcomes will inspire you.

Take our Blindspot Roadtest here: customerframe.com/customer-led-accelerator/#bsrt