“I saw you had a few bad reviews…”
It’s the last thing you want to hear on a sales call.
I started thinking about how to defend my company and our services. I never expected what he said next…
“…I really like how you replied to them.”
I was ready to defend my company but I didn’t have to.
I reply to every Google Review I get.
…When it’s a good review, I say, “Hey, thank you.”
…When it’s a bad review, I politely apologize and address the issues we encountered.
We did have a few negative reviews this year. And I hate them.
I want to please everyone, but not everyone can be pleased.
(although we are still 4.5 out of 5 stars)
Especially in the federal world, which requires patience and planning.
The truth is, I really appreciate the bad reviews, and the same goes for when a customer emails me to tell me they aren’t pleased.
I used to get anxious. But now, almost twenty years after I founded GSA Focus, I look at what breakdown led to this, and it sheds insight into what systems are not working as well as they could.
Learn… or lose.
That is one of my favorite sayings.
If you learn from a bad experience…then you didn’t lose, even if you did lose.
Seems like a paradox, but I find it to be true.
And getting back to the sales call…they became a customer.
Because I respectfully responded to negative reviews, they saw that I was personally invested in my company, and accountability ran to the top.
It was one of my favorite moments in 2024.
If you want to discuss the benefits of getting a GSA Contract, your hesitations, and whether now is a good time to do so, just schedule a call.
I will enjoy getting to know you and learning about your company.
