In the age of digital – nobody comes to your brand cold.
They might have seen you about on the street, seen an advert or heard of you via a recommendation, but by the time they interact with you they have googled everything they can. Their research will include the time to check out reviews, make a snap assessment on the appeal of your website, seen what people say about your employees, see how you respond to people on social platforms, find any media releases, do some price comparisons and if this doesn’t give them what they’ve needed they’ve done a general shout out via their channels saying “Anybody done business with X – looking for feedback good and bad.”
The digital revolution has put the power into the hands of customers. They are driving innovation. They are driving expectations. They are documenting your successes and your failures even when you are not.
So embrace it. If you believe in your brand, in your products/services, your employees and what you do – throw open the doors. Learn to love feedback that comes via your social channels. Invite it even.