WEBVTT 00:00:08.240 --> 00:00:11.900 Welcome to the Business Abundance Podcast, providing 00:00:11.900 --> 00:00:14.380 the tools and knowledge to help small business 00:00:14.380 --> 00:00:17.699 owners succeed. For additional resources, visit 00:00:17.699 --> 00:00:24.260 www .businessabundance .online. Hello and welcome 00:00:24.260 --> 00:00:29.039 to the Business Abundance Podcast. I am here 00:00:29.039 --> 00:00:33.259 joined with Rowan and Ian. Have you guys heard 00:00:33.259 --> 00:00:36.710 of Liquid Death? Before we get into that. That 00:00:36.710 --> 00:00:38.229 was a very nice intro. I don't think we ever 00:00:38.229 --> 00:00:40.750 give you feedback on how nice that sounds every 00:00:40.750 --> 00:00:42.950 time. That's a very good word you've used there. 00:00:43.590 --> 00:00:46.590 Nice. That's great feedback. Didn't mean to do 00:00:46.590 --> 00:00:50.929 that. Liquid death. Tell me about liquid death. 00:00:51.850 --> 00:00:56.590 It is a water. They've named it well then. It's 00:00:56.590 --> 00:00:59.369 liquid. It is water. I thought we were going 00:00:59.369 --> 00:01:01.490 metal band. I thought that sounded like a metal 00:01:01.490 --> 00:01:05.569 band to me. I was very excited. They are a water 00:01:05.569 --> 00:01:08.930 company and they're known for... Liquid death. 00:01:09.010 --> 00:01:10.790 What happens if they freeze their product? They're 00:01:10.790 --> 00:01:15.269 no longer liquid. I mean, I don't know, you got 00:01:15.269 --> 00:01:17.750 me stumped there. I don't think it's relevant. 00:01:17.890 --> 00:01:20.989 You probably want deaths in the name. So, well, 00:01:21.129 --> 00:01:25.709 yeah, is liquid important? They are located in 00:01:25.709 --> 00:01:28.790 the US, I think. They're not water. They're iced 00:01:28.790 --> 00:01:32.769 tea. My bad. Um, but now they're not liquid at 00:01:32.769 --> 00:01:34.709 all. They're ice. They're a solid. They're ice 00:01:34.709 --> 00:01:40.530 tea. There we go. But they, uh, famous -ish for, 00:01:40.530 --> 00:01:44.590 oh my goodness. Murder your thirst. Liquid death. 00:01:44.930 --> 00:01:47.170 Don't be scared. It's just water and ice tea. 00:01:47.530 --> 00:01:50.170 Murder your thirst. Death to plastic. That's 00:01:50.170 --> 00:01:52.859 the, that's the Google search list. Interesting. 00:01:53.000 --> 00:01:55.359 Yeah. Sorry. I'm interrupting now. I'm just curious. 00:01:55.420 --> 00:01:57.359 That's all right. Yeah. I'm going to crack at 00:01:57.359 --> 00:02:00.560 it. That's all right. No, but it's good. They 00:02:00.560 --> 00:02:05.400 are well known for their edgy marketing. So they 00:02:05.400 --> 00:02:11.219 take on customer feedback quite publicly. They 00:02:11.219 --> 00:02:18.340 faced backlash for a marketing A promo, essentially, 00:02:18.360 --> 00:02:21.599 where they got all of their haters from online 00:02:21.599 --> 00:02:25.759 to blindfold themselves and taste test their 00:02:25.759 --> 00:02:29.199 different products against other competitors' 00:02:29.659 --> 00:02:32.120 products. And every time that they got that wrong, 00:02:32.120 --> 00:02:34.740 they got a shock to the system, essentially. 00:02:35.979 --> 00:02:38.319 They also made - Amazing what you can pay people 00:02:38.319 --> 00:02:40.460 to do. I hate that product. I'll pay you money 00:02:40.460 --> 00:02:43.539 to get zapped, but you don't like it. They made 00:02:43.539 --> 00:02:47.439 a jingle. out of all of their hate comments that 00:02:47.439 --> 00:02:51.719 they got online as well. So they, yeah, they 00:02:51.719 --> 00:02:54.620 gained a massive amount of attention because 00:02:54.620 --> 00:02:57.219 it was a very, that they were labelled as a very 00:02:57.219 --> 00:03:01.139 self -aware and fun brand. But it's just a good 00:03:01.139 --> 00:03:03.780 example that negative comments are not always 00:03:03.780 --> 00:03:08.120 the death of your business. Mona. Yeah, very 00:03:08.120 --> 00:03:10.300 popular. The billboard campaign at the airports 00:03:10.300 --> 00:03:12.979 last year was incredible and it was just negative 00:03:12.979 --> 00:03:16.039 reviews. When people say, no, this art gallery 00:03:16.039 --> 00:03:17.879 is disgusting and I would never take my children 00:03:17.879 --> 00:03:21.180 there. And that's the billboard. One star. Yeah. 00:03:21.879 --> 00:03:24.280 Yeah. Well, the result is that this business 00:03:24.280 --> 00:03:28.860 is now valued at over $700 million. Wow. So, 00:03:28.919 --> 00:03:32.939 um, yeah, they did particularly well, but we're 00:03:32.939 --> 00:03:36.659 talking about customer feedback today. Um, because 00:03:36.659 --> 00:03:40.759 one negative. US dollars. Yeah. Yeah. One negative 00:03:40.759 --> 00:03:43.159 comment will not necessarily mean the ruin of 00:03:43.159 --> 00:03:45.460 your business. That doesn't mean that you as 00:03:45.460 --> 00:03:51.460 a business owner has to then promote those negative 00:03:51.460 --> 00:03:54.800 feedbacks, but it does mean that you can use 00:03:54.800 --> 00:03:58.419 it to improve what you're producing or how you 00:03:58.419 --> 00:04:02.539 go about your work. Yeah, what I've found is 00:04:02.539 --> 00:04:05.759 when you've got your Google business account 00:04:05.759 --> 00:04:08.360 up and you open yourself up to Google reviews 00:04:08.360 --> 00:04:11.689 while you want those Google reviews because it 00:04:11.689 --> 00:04:15.650 shows that you're an active part of the community 00:04:15.650 --> 00:04:18.089 and it's good for rapport. As soon as you get 00:04:18.089 --> 00:04:21.029 one Google review, I've had a lot of people ask 00:04:21.029 --> 00:04:23.730 for me to try and remove it. Unfortunately, that's 00:04:23.730 --> 00:04:26.649 not always possible. Can you remove that bad 00:04:26.649 --> 00:04:28.970 review so the 10 reviews I gave myself stand 00:04:28.970 --> 00:04:32.829 out? I can understand as a business owner, it's 00:04:32.829 --> 00:04:35.540 not nice to see. But what we're talking about 00:04:35.540 --> 00:04:39.540 here is how you can turn those complaints into 00:04:39.540 --> 00:04:42.319 something better for your team. It's also a learning 00:04:42.319 --> 00:04:45.180 opportunity. It's a massive opportunity and how 00:04:45.180 --> 00:04:49.180 you respond is, is your brand. Yeah. I think 00:04:49.180 --> 00:04:51.459 Captain Sandy from below deck says it very well. 00:04:51.519 --> 00:04:53.800 She's like, we want your, we want your feedback. 00:04:53.920 --> 00:04:55.779 We want your criticism. Cause if you don't tell 00:04:55.779 --> 00:04:59.000 us, we can't get better. Yeah. Um, and that's 00:04:59.000 --> 00:05:01.000 a much nicer way to look at something that I 00:05:01.000 --> 00:05:02.420 don't want to ask for feedback because it might 00:05:02.420 --> 00:05:05.680 be bad and I don't want bad feedback because 00:05:05.680 --> 00:05:08.660 then they might tell someone else it's bad. Um, 00:05:09.120 --> 00:05:10.860 so, but they're going to tell them anyway, like 00:05:10.860 --> 00:05:13.439 the rule of thumb is if you have a good experience 00:05:13.439 --> 00:05:15.920 with a company, you're going to tell two people. 00:05:16.420 --> 00:05:18.000 If you have a bad experience with a company, 00:05:18.040 --> 00:05:20.120 you're going to tell 10 people, whether that's 00:05:20.120 --> 00:05:22.819 publicly or not, it's happening. You're better 00:05:22.819 --> 00:05:25.069 off that you know about it. because he didn't 00:05:25.069 --> 00:05:27.389 go, oh wow, yeah, we really stuffed that up. 00:05:27.550 --> 00:05:29.290 We dropped the ball on that one. Let's, let's 00:05:29.290 --> 00:05:33.069 find a way to get better. And some interesting 00:05:33.069 --> 00:05:34.470 stuff with feedback. I was talking about how 00:05:34.470 --> 00:05:37.250 do you get feedback? Um, and sometimes we don't 00:05:37.250 --> 00:05:39.269 want feedback and that's actually fine. So there's 00:05:39.269 --> 00:05:41.670 some things that, you know, like say in our business, 00:05:42.750 --> 00:05:44.029 I don't want feedback on it. We're happy with 00:05:44.029 --> 00:05:46.870 it. Um, you know, and some people say, oh, you 00:05:46.870 --> 00:05:48.329 do this and you do this and do this. And like, 00:05:48.470 --> 00:05:50.870 that's all well and good, but it's task is this. 00:05:51.170 --> 00:05:52.629 People aren't going to necessarily get that. 00:05:52.870 --> 00:05:55.850 So. you know, and feedback from the right places. 00:05:56.149 --> 00:05:57.649 We don't need feedback from everyone. All that 00:05:57.649 --> 00:05:59.170 bad review on Google we don't need to listen 00:05:59.170 --> 00:06:01.269 to because they're like an ideal customer for 00:06:01.269 --> 00:06:04.870 us anyway, for example. So I think there's a 00:06:04.870 --> 00:06:05.970 few different ways to look. We don't have any 00:06:05.970 --> 00:06:07.930 feedback on everything. We do need feedback on 00:06:07.930 --> 00:06:10.029 the things we want feedback on. Domino's did 00:06:10.029 --> 00:06:15.129 it. They back early in the late 2000s actually. 00:06:15.389 --> 00:06:19.990 So not. Not way back when. Way back in the 2000s. 00:06:20.009 --> 00:06:25.750 Jesus, got that wrong. They got ridiculed for 00:06:25.750 --> 00:06:31.490 their pizza's tasting like cardboard. They do 00:06:31.490 --> 00:06:33.810 taste like cardboard. Consistent with the ground. 00:06:33.990 --> 00:06:37.189 Well, they had a crack at changing that and they 00:06:37.189 --> 00:06:40.319 did the pizza turnaround. campaign. Just checking 00:06:40.319 --> 00:06:45.560 the emails now for the slander. It's not slander, 00:06:45.560 --> 00:06:49.000 it's personal opinion. But yeah, they did the 00:06:49.000 --> 00:06:51.319 pizza turnaround and they tried to increase the 00:06:51.319 --> 00:06:55.620 quality and the taste. And they did see a growth 00:06:55.620 --> 00:06:58.079 in sales after that. There's a camera above their 00:06:58.079 --> 00:06:59.819 pizzas and sent it through to you. So you knew 00:06:59.819 --> 00:07:02.360 that that was your pizza. So you experienced 00:07:02.360 --> 00:07:04.660 it? Were you a hater? You are a hater. They stopped 00:07:04.660 --> 00:07:10.199 using it very quickly. Yeah. No, so it's interesting, 00:07:10.240 --> 00:07:12.699 but it does give you an opportunity to change 00:07:12.699 --> 00:07:16.779 what you do. And there's a lot of ways that you 00:07:16.779 --> 00:07:19.000 can get that customer feedback. It doesn't just 00:07:19.000 --> 00:07:23.519 have to be online reviews. I mean, you can watch 00:07:23.519 --> 00:07:25.939 your social media and if you're posting and you 00:07:25.939 --> 00:07:28.819 get some unhappy comments, that's also a way. 00:07:30.040 --> 00:07:32.279 You can get product feedback. So you'll often 00:07:32.279 --> 00:07:34.360 buy something and then you'll get the five emails 00:07:34.360 --> 00:07:37.779 afterwards. asking for a product review or letting 00:07:37.779 --> 00:07:39.939 them know what you think of it. I've had that 00:07:39.939 --> 00:07:43.639 with a lot of clothing. The best places to get 00:07:43.639 --> 00:07:46.399 feedback in a business like ours is the initial 00:07:46.399 --> 00:07:49.019 meeting. Yeah. When you're talking to somebody 00:07:49.019 --> 00:07:52.540 and sometimes a business can be so focused on 00:07:52.540 --> 00:07:54.220 what they want to sell the person and they're 00:07:54.220 --> 00:07:56.759 not actually listening. And then you come away 00:07:56.759 --> 00:08:00.519 from the meeting with different goals and then 00:08:00.519 --> 00:08:03.300 you send a proposal and they're like, oh, not 00:08:03.300 --> 00:08:06.819 really. Sometimes the feedback can be people 00:08:06.819 --> 00:08:09.339 aren't buying with you. There's the point to 00:08:09.339 --> 00:08:13.579 that long winded story. Yeah. Um, we're talking 00:08:13.579 --> 00:08:15.319 a bit of fear about feedback or luck with something 00:08:15.319 --> 00:08:17.139 good or something bad. And you can talk in that 00:08:17.139 --> 00:08:19.040 case of the feedback of what they actually want. 00:08:19.240 --> 00:08:22.139 So just listening to them, but, um, the feedback 00:08:22.139 --> 00:08:24.139 in a business is not just getting reviews from 00:08:24.139 --> 00:08:26.500 customers or things like that. It's if you've 00:08:26.500 --> 00:08:29.759 got a process, do you want feedback on that process? 00:08:29.939 --> 00:08:32.360 So was that a good experience? So you might ask 00:08:32.360 --> 00:08:34.769 a few people that you like. clients that have 00:08:34.769 --> 00:08:37.169 gone through it that you appreciate. So you might 00:08:37.169 --> 00:08:38.669 not ask the bad ones or the ones that complain 00:08:38.669 --> 00:08:40.269 all the time. Maybe you would because you want 00:08:40.269 --> 00:08:42.789 it to be good enough to withstand the customers 00:08:42.789 --> 00:08:44.950 depending on your business. But, and you say, 00:08:45.129 --> 00:08:47.830 what did you feel about this part of the process 00:08:47.830 --> 00:08:50.110 compared to before? So you can be quite direct 00:08:50.110 --> 00:08:52.570 with some of the feedback you asked for and quite 00:08:52.570 --> 00:08:56.909 particular. And the other thing to think about 00:08:56.909 --> 00:08:58.730 when you're asking for feedback is you don't 00:08:58.730 --> 00:09:01.580 want to say, Did you think that the way that 00:09:01.580 --> 00:09:05.220 we did this was faster than last time? Cause 00:09:05.220 --> 00:09:06.580 then they're only going to tell you the feedback 00:09:06.580 --> 00:09:08.860 about if it was faster or not. Like try to keep 00:09:08.860 --> 00:09:10.779 it open ended. Don't lead them in the direction. 00:09:10.860 --> 00:09:13.220 Don't ask them questions towards the answer that 00:09:13.220 --> 00:09:15.639 you want. Um, cause otherwise you're not getting 00:09:15.639 --> 00:09:17.460 their feedback. You're getting their feedback 00:09:17.460 --> 00:09:19.559 on the bit that you want them to talk about. 00:09:19.940 --> 00:09:24.019 There's a, there's a local council that is looking 00:09:24.019 --> 00:09:28.389 to implement a new speed limit in the CBD. And 00:09:28.389 --> 00:09:30.990 they have sent surveys out to people on their 00:09:30.990 --> 00:09:35.710 mailing list on asking for feedback on the reduced 00:09:35.710 --> 00:09:39.730 speed limit in the CBD. And every question in 00:09:39.730 --> 00:09:43.429 the survey is, what do you like about or dislike? 00:09:43.649 --> 00:09:45.149 No, it's not even dislikes. What do you like 00:09:45.149 --> 00:09:47.789 about dropping the speed limit? Essentially every... 00:09:47.789 --> 00:09:49.950 It's leading one way. It's leading you to that 00:09:49.950 --> 00:09:52.990 and every bit of feedback. that they have received 00:09:52.990 --> 00:09:55.169 in the comments section is, I noticed that your 00:09:55.169 --> 00:09:56.970 survey is just telling us that we like this. 00:09:57.230 --> 00:10:00.210 What about letting us give you some honest feedback? 00:10:00.990 --> 00:10:03.210 And then their social media channel where the 00:10:03.210 --> 00:10:06.929 link was posted, all the comments are, hey, no 00:10:06.929 --> 00:10:09.409 one wants to drop to 40 kilometres an hour in 00:10:09.409 --> 00:10:11.669 the CPD and you're not letting us give you that 00:10:11.669 --> 00:10:15.259 feedback. So yeah, feedback from customers as 00:10:15.259 --> 00:10:16.919 far as how you're going and then feedback from 00:10:16.919 --> 00:10:19.360 particular things or what you might want is ask 00:10:19.360 --> 00:10:22.779 surveys, but try to keep them unbiased and open 00:10:22.779 --> 00:10:24.879 to actually let people say what they want to 00:10:24.879 --> 00:10:27.120 say for you to look into. I think it's quite 00:10:27.120 --> 00:10:32.139 important. It's an art form. So let's just say 00:10:32.139 --> 00:10:35.120 someone just leading back to online reviews and 00:10:35.120 --> 00:10:38.500 giving a bit of an example of how you deal with 00:10:38.500 --> 00:10:43.200 it. Let's just say. I received a negative review 00:10:43.200 --> 00:10:46.620 saying that... Impossible. I know, I know, hard 00:10:46.620 --> 00:10:50.639 to believe. But it was a case that it wasn't 00:10:50.639 --> 00:10:55.419 done fast enough and I wasn't picking up the 00:10:55.419 --> 00:10:58.740 phone. And so they felt like the customer service 00:10:58.740 --> 00:11:02.460 was not adequate and they've left pretty grumpy. 00:11:02.700 --> 00:11:05.919 They've put a two -star review on it. What's 00:11:05.919 --> 00:11:08.159 the first thing you want to do? Introspection. 00:11:08.879 --> 00:11:11.669 Is it true? Yep. That's the first thing I would 00:11:11.669 --> 00:11:14.490 do is go, well, yeah, actually, maybe that's 00:11:14.490 --> 00:11:18.190 true. Or no, five minutes isn't too long to wait 00:11:18.190 --> 00:11:20.909 for. Yeah. Cause I've had customers that have 00:11:20.909 --> 00:11:23.470 had negative reviews, but it's actually not from 00:11:23.470 --> 00:11:26.070 people that they've dealt with. So it happens. 00:11:26.190 --> 00:11:28.190 The trolls are out there. Yeah. It's quite sad. 00:11:28.610 --> 00:11:31.570 Don't be the jerk in that situation, especially 00:11:31.570 --> 00:11:36.490 on the public forum. Address it. Uh, I used to 00:11:36.490 --> 00:11:40.210 do some social media. work in the early 2010s, 00:11:40.289 --> 00:11:46.210 way back in the 2010s, and managing comments. 00:11:46.809 --> 00:11:48.990 And a lot of people shied away from a negative 00:11:48.990 --> 00:11:51.190 comment. And a lot of the times they're just 00:11:51.190 --> 00:11:54.009 trolls. Feed the trolls, especially at the time, 00:11:54.049 --> 00:11:55.769 because the algorithm wanted lots of comments 00:11:55.769 --> 00:12:00.429 on your posts. And every time someone commented, 00:12:00.690 --> 00:12:04.750 more people would see the initial post. So if 00:12:04.750 --> 00:12:09.169 that person's got a genuine Complaint. Fair enough. 00:12:09.429 --> 00:12:11.669 Address it in a genuine way. If they're being 00:12:11.669 --> 00:12:14.970 a troll, also address it, but keep the conversation 00:12:14.970 --> 00:12:17.470 going. Because if there's one thing trolls want 00:12:17.470 --> 00:12:21.009 to do is keep sitting on that keyboard and being 00:12:21.009 --> 00:12:23.990 a keyboard warrior. As long as you are taking 00:12:23.990 --> 00:12:27.029 the high ground and engaging in a positive way, 00:12:27.210 --> 00:12:28.830 most people reading that are going, actually 00:12:28.830 --> 00:12:31.250 that person is genuinely just being a jerk to 00:12:31.250 --> 00:12:33.710 this brand and they're starting to have a bit 00:12:33.710 --> 00:12:36.759 of fun with it or they're keeping the conversation 00:12:36.759 --> 00:12:39.259 going. If you're doing it in an entertaining 00:12:39.259 --> 00:12:42.720 way, like your liquid death, like your monas, 00:12:43.039 --> 00:12:46.019 people actually enjoy a little bit of negativity 00:12:46.019 --> 00:12:49.379 bias. Unfortunately, that's the way the brain's 00:12:49.379 --> 00:12:53.799 wired. But if you continue to feed that troll, 00:12:54.840 --> 00:12:57.000 it's only going to be good for your brand as 00:12:57.000 --> 00:13:01.299 much as you can maintain. There's a lot of people 00:13:01.299 --> 00:13:03.899 that say that they want their brand to be professional 00:13:03.899 --> 00:13:06.059 though. Yeah. So they're going to find that quite 00:13:06.059 --> 00:13:08.820 difficult to engage. Professional version would 00:13:08.820 --> 00:13:11.639 be. Hello. Thank you for your comment. Appreciate 00:13:11.639 --> 00:13:14.919 feedback from our customers. However, we can't 00:13:14.919 --> 00:13:17.419 find you in our system. So you might be mistaken. 00:13:17.519 --> 00:13:20.480 Thank you very much for your efforts. That would 00:13:20.480 --> 00:13:22.379 be a professional response. And if they continue 00:13:22.379 --> 00:13:26.029 down that track. But we're only talking about 00:13:26.029 --> 00:13:27.450 one side of that then. If someone leaves you 00:13:27.450 --> 00:13:29.549 a bad review, we can get back to them and whatever. 00:13:30.269 --> 00:13:32.809 And it continually happens. So, okay. Well, no, 00:13:32.950 --> 00:13:34.690 I think on my service level is fine. I am getting 00:13:34.690 --> 00:13:37.090 back to you within what I said, but we've had 00:13:37.090 --> 00:13:40.110 five people complain about it. Well, we probably 00:13:40.110 --> 00:13:42.750 need to take that feedback on board and how do 00:13:42.750 --> 00:13:44.470 we change how we're interacting? So we don't 00:13:44.470 --> 00:13:46.009 necessarily need to get back sooner. We need 00:13:46.009 --> 00:13:47.610 to make the part where we're getting back to 00:13:47.610 --> 00:13:50.659 you within 24 hours way clearer. or communicated. 00:13:51.120 --> 00:13:52.559 Are you over -promising and under -delivering? 00:13:52.940 --> 00:13:55.500 Yeah, or are they not seeing it because they're 00:13:55.500 --> 00:13:58.080 looking at different parts. So they're not listening 00:13:58.080 --> 00:14:01.100 when we're talking about it. So I think sometimes 00:14:01.100 --> 00:14:02.940 people are too, oh, they're unreasonable, they're 00:14:02.940 --> 00:14:05.879 unreasonable. Well, not necessarily. And if you're 00:14:05.879 --> 00:14:09.139 in a business where you're dealing with the general 00:14:09.139 --> 00:14:11.240 public, you probably need to err on the side 00:14:11.240 --> 00:14:13.919 of, well, we need to actually take on this stupid 00:14:13.919 --> 00:14:16.820 feedback and be better. Whereas if you're dealing 00:14:16.820 --> 00:14:18.820 with a more niche side of things, you can be 00:14:18.820 --> 00:14:21.879 more full. or a smaller segment, for example, 00:14:21.919 --> 00:14:23.480 liquid death, that's going to appeal to a certain 00:14:23.480 --> 00:14:26.379 type of person. Obviously Ian would love to be 00:14:26.379 --> 00:14:32.299 a drinker of that. And they can afford to sort 00:14:32.299 --> 00:14:34.179 of ostracize groups and stuff like that because 00:14:34.179 --> 00:14:36.100 there's actually, it's feeding the people they 00:14:36.100 --> 00:14:38.379 like. So they're a disruption of the status quo 00:14:38.379 --> 00:14:41.200 in their field. They're not selling iced tea, 00:14:41.279 --> 00:14:43.460 they're selling a bit of an experience in a culture 00:14:43.460 --> 00:14:46.220 that goes with it. So they're doing an apple. 00:14:46.480 --> 00:14:49.830 Yeah. See, bad feedback in your example is I 00:14:49.830 --> 00:14:51.809 think the main thing is to actually respond to 00:14:51.809 --> 00:14:53.950 it in whatever way is appropriate. Don't ignore 00:14:53.950 --> 00:14:57.889 it. Don't just leave it there, you know. But 00:14:57.889 --> 00:14:59.830 how you do that probably just requires a little 00:14:59.830 --> 00:15:02.450 bit of common sense. Yeah. And don't be afraid 00:15:02.450 --> 00:15:06.129 to, again, look in the mirror. Yeah. Whoops. 00:15:06.429 --> 00:15:09.340 Stuff that one up. Yeah. Cause people will respect 00:15:09.340 --> 00:15:11.240 that if you take ownership for your mistakes, 00:15:11.259 --> 00:15:13.080 it's not your mistakes. It's how you respond. 00:15:13.639 --> 00:15:15.299 I have a little checklist that I use and so like, 00:15:15.440 --> 00:15:16.899 Oh, do I actually want to listen to this person? 00:15:16.960 --> 00:15:19.299 That's first one. Cause if there's no point following 00:15:19.299 --> 00:15:20.759 down the checklist, if you don't value their 00:15:20.759 --> 00:15:23.700 opinion or you think they're a NimWit, then number 00:15:23.700 --> 00:15:26.840 two, number two, do I actually want to change 00:15:26.840 --> 00:15:29.340 this? Yes. No. Yep. Am I okay to change this? 00:15:29.500 --> 00:15:31.360 Yes. I'm okay to change it. Okay. Well, what's 00:15:31.360 --> 00:15:33.860 the feedback? Does this fit in what we want to 00:15:33.860 --> 00:15:36.480 do? Yes. Okay. Let's do something about it. If 00:15:36.480 --> 00:15:38.259 you go, yes, I'd like to change this process. 00:15:38.360 --> 00:15:39.779 I haven't changed the process, but this feedback, 00:15:39.919 --> 00:15:41.919 I don't want to implement. That doesn't fit in 00:15:41.919 --> 00:15:44.059 with what I want to do. No, fine. Okay. Thanks 00:15:44.059 --> 00:15:45.600 for your feedback. Appreciate it. You know, it 00:15:45.600 --> 00:15:49.019 is valued. You might give them a call and explain, 00:15:49.240 --> 00:15:50.799 hey, this is what we do, why we do it, so they 00:15:50.799 --> 00:15:53.559 understand. Or you might just go, it's not a 00:15:53.559 --> 00:15:58.320 customer. Yep. Yeah. So a bad review is not the 00:15:58.320 --> 00:16:01.679 end of your brand's reputation. Bad feedback 00:16:01.679 --> 00:16:03.779 is not the end. It's actually an opportunity. 00:16:04.919 --> 00:16:07.980 But yeah, make sure that you don't ignore it 00:16:07.980 --> 00:16:11.539 and you do do something about it and you should 00:16:11.539 --> 00:16:13.759 be on the way to a bit of business improvement. 00:16:14.659 --> 00:16:16.700 But we'll leave that there. Speaking of feedback, 00:16:16.779 --> 00:16:19.179 if you do have feedback, there is a comment section 00:16:19.179 --> 00:16:26.879 below your podcast episode. So leave us some 00:16:26.879 --> 00:16:29.799 and we'll see you in the next episode. Bye.