Small Business Customer Reviews – Managing the positive and negative – SBS 55

The Small Business show. Episode number 55 for February 24, 2016. Greetings folks, and welcome to the Small business show at BusinessShow Co, where we come together every week to talk about the things of interest to you, the folks running or wanting to run your own business and make some money. Here in Durham, New Hampshire, I'm Dave Hamilton.

And in Lafayette, California, I'm Shannon Jean. How are you, sir?

I'm good. I promised last week that I was going to come up with that, you know, five second bit and, and I came up with it during that five second bit, so that's pretty good. It might be. Yeah, we might iterate.

We'll fine tune it a little bit.

Yeah, exactly.

Yeah, yeah, yeah. And this is show 55.

55, yeah. And happy anniversary now. Right. We've passed the one year mark.

Yeah, that's it. You know, I can Never hear that 55 without singing or thinking of Sammy Hager.

Sammy, of course.

You know, I saw him, I think. Well, maybe. No, it wasn't last year. It was the year before up in South Lake Tahoe. He plays up there all the time in a small gig. I had no idea. That guy was born in 1947.

Oh, he's an old. Yeah, he's an older than us dude.

He was 68 and he was killing it. I mean, I just Hope that at 68. Well, not that I'm gonna get up and sing on stage, but if I do. You could. But yeah, good. But yeah, I love that. It was a great show. There's only a couple hundred people there and it was just fantastic.

Did you see him with Chicken Foot or was it just Sammy's band or.

What was the Red Rockers. It was not with Chicken Foot.

Okay. I, I have seen Sammy in many incarnations. The first time I saw Sammy was in the, you know, on the OU812 tour with Van Halen, which was the second record he did with them.

Nice.

And, and, and I've seen him in, you know, big arenas and I've seen him in small places like, like you talked about there. Sammy has something we all can learn from and that, and I know we didn't intend to talk about Sammy here and we probably won't spend the whole episode on him, but as, as a business owner.

Yeah.

He has a, a charisma about him that is uncanny. He knows how to make you feel like. And even, and this happens, even if you know it going in like, even if you've already like had the conversation we're having right now and you've identified exactly what he's gonna do to you. You're still gonna buy it. He'll make you feel like this is the best show the band has ever played. You're the best crowd the band's ever played for. The band is happier in that moment than they've ever been in their lives, and they never want the show to end.

Yeah, you're right.

Every single night. That's what Sammy delivers. And he also sings really well, and he's not a bad guitar player, but he has the ability to bamboozle you into this now. I mean, even if you know it, you kind of want that, you know, but there's a benefit to that, to having whoever it is that's speaking for your business, you know, and, you know, your front person. And I always think about businesses. It's funny, this topic hasn't come up, but I always think about businesses like rock bands, because, you know, I play in bands and stuff. But. But you need that lead singer to not just sing lead. They are the ones that are pitching you your business to your crowd, your audience, your customers, and they need to make everybody feel like we're all totally stoked about this deal. Not the deal before, the deal after.

Yeah. And I would add, that lead singer also needs to pitch to their employees as well.

Absolutely right. Yeah. He fires up the band as much as he does. Yeah. Yes. That's a great point. Yeah.

We're, you know, he. They're telling a story, which is what you're doing as well. And over time, you're going to refine that story, but you still have to pitch that story to the people that. That work for you.

Yeah.

And if you're going to be the lead singer and you don't have to be the lead singer. Right.

No, no, it doesn't need to be you. Yeah.

You could be like Eddie Van Halen and you could bring lead singers in and fire them. That's another story altogether. But. But I do want to say I did see Sammy Hagar when he was playing with Ronnie Montrose when I was a little kid.

Did you really?

I'm really dating myself, but yeah, I had. I have older brothers that were really into him and dragged me along at the local Conquer Pavilion around here, and it was awesome.

Wow.

But anyway, it's another story altogether. But it's okay if you're a logistics person or a numbers person or an engineer or whatever it is to find someone that you believe can tell that message better than you can yourself.

Yep. In fact, that's a huge That's a, that's a sign of a great leader.

Yes. Yeah, yeah, I would agree. And I really thought about, till we started, like, like often on this show, we quickly segue into something, you know, we didn't think about talking about. But it is really important that, that you recognize that, because there are lots of people that start businesses that. That just may not be their skill set telling, maybe even motivating employees or that kind of stuff. And the sooner you realize that, the better.

Yeah, yeah, yeah. No, you're. You're totally right, because the success story here, I mean, Sammy is, is a great lead singer. And listen, he's run his own businesses in terms. In bands. And also, you know, he had that little tequila thing that made him crap tons of money.

We need to have him on the show.

I would love to have him on the show. I wish we had thought about it. To have him on this episode, number 55, you know, but, but Eddie. Eddie Van Halen. You're right. Is. He's the, the, the right. I don't know if you'd call him the CEO. That might be the right term. Yeah, yeah. But, you know, whatever. He's certainly the chief founding officer and, and he has made that band successful with three lead singers, like five different times.

Yep.

Right.

Different. Different eras. Right. And they've pivoted and shifted. Yeah. And, you know, despite all the turmoil or whatever, it, you know, they've been around forever.

They've been around forever. And I got. I got to know the, the least well known singer of Van Halen, Gary Sharon, who's also from Extreme. Yeah, I've actually, I've actually played on stage with that guy.

Believe that was an odd choice for Van Halen, I thought.

Yeah. Yes. From a, from the outside point of view, it was. I mean, that guy is one heck of a front man. I've. Yeah, I've been on stage with a lot of people. And that guy, when he walks on stage, you know, I'm behind the drums when he walks on stage, there is an energy he brings with him that's amazing. And he's the humblest, meekest, little guy you'd ever meet. You're sitting down and having like pizza with him or whatever, and he's just like so polite and all that, you know, and, and then he gets on stage and it's like, whoa, you know, hold on, man. Yep. But, but, but, you know, he was, he was. He played in Van Halen too, where he says he was the, the world's best paid cover singer.

Yeah.

But they did write an album together that did fairly well. Yeah, yeah, yeah. But you're right, it was sort of a weird choice in retrospect. Yeah, yeah.

And I think that you need to. To try to step outside yourself as a, As a leader because, you know, you can be a great manager and. But you know, the leadership quality, somebody in your organization, as you grow it needs to take on that role of storyteller, my maker, to outside and inside. And I often like when things aren't going well. It is. And I'm sure I've said this before on the show, you know, oftentimes your instinct is like, oh, I just, I gotta close the door and I just gotta deal with these problems by myself. But in reality, if you look back, if you have the luxury of looking back at solving problems, that when bad things happen is when you really need to throw your door open wide and walk around. Because I guarantee you, if you're feeling that stress and pressure, everybody else in your organization as well as well, because they're picking up on you, they're looking to you, Right? Yeah. So if you walk in in the morning and you don't walk around and say hello or check in with everybody or midday or whatever it is, they're going to notice that. And those little things, you know, there's old managing by walking around, Right?

Yeah.

An old adage that is really true. And I really believe that you need to get. Especially if you're working in an organization where there's other people around you during the day, you got to get up, you got to go walk, you got to talk and take some interest in what they're doing, you know, make sure little things are what really matter. You know, we had a. We had a young guy that's recently started with us. And, you know, I heard that he was moving into a new place. And to me it's like, okay, that's the steps, right? You get hired, you get a job. It's probably his first job. And. And he's a great young guy, really smart, and he's gonna. Now he's gonna get. Get an apartment, get his own place out of. After graduating college and. Okay, great. And the next thing I imagine he's gonna. There's gonna be a new car in the parking lot.

Yeah.

You know, and, you know, honor and upward. So, you know, just stopping by and I. And I barely know the kid, but just going, hey, you know, if you want. I just stopped by and I said, hey, if you'd like to borrow some boxes or Just if you need some boxes for your moving stuff, you know, make sure you hit up the shipping guys and they can help you out. Those kind of things, I think are really important. Making that connection, just like you're talking about Sammy Hager, making the connection with their audience and making them feel a certain way. You're going to take them on this ride for the next few hours and this is how it's going to be. Awesome. You need to connect with your employees in that same way that the, there's more to this than just coming in and picking up your paycheck, and that's just not who you are. You want to come in to be an active part of the community and you want to connect with everybody from the president all the way, all the way, know, across your organization.

Yeah, no, it's totally true. You. Yeah, yeah, yeah. I love that concept of managing by walking around. And you can do it virtually, too.

Oh, yeah, for sure.

In fact, that's not the intended topic of this show. We've got, we've got slack and that sort of stuff coming up. But you, you need to make sure it's easy, especially in a virtual company, it's easy to avoid that. I mean, it's, it's not even avoiding it. If you don't take action, then it, it doesn't happen. Right. You know, you won't even accidentally run into someone on your way to the restroom or something, right?

Yeah. So do you, you know, have it as part of your daily routine that you're reaching out to, you know, your team throughout the day, just like, how's it going? Just checking in?

Yeah, I do, you know, I mean, I have meetings, we have meeting times set up regularly. But yeah, I always try to reach out, you know, especially as the day winds on, you know, should we, you know, how are things going? Anything, you know, I, I find some excuse, you know, I, I, we call them, with our customers, we call them RFCs. Reasons for contact. Right. You know, but, yeah, but there's reasons for. It's like, you know, it's the same as you said, that Sammy's gotta inspire both the audience and the band. It's the same thing. You gotta find those reasons to turn around and talk to the band, too. So. Yep, absolutely.

That's cool.

Yeah, that's good.

Well, that was worth 10 minutes or so of discussing that.

Cause I think so.

Yeah. Yeah, yeah, yeah.

So what's this show? What's this episode? Are we done? Thanks, folks, for listening. Let me find the theme music. We're Good.

We're going to talk about reviews today. And as small businesses or local businesses, any business really, as reviews and social have really exploded, it's become critically important that managing your reviews are part of your overall strategy and your marketing strategy. And so I thought we would talk about some of the situations with reviews and how to deal with some of the issues that come up.

Sounds like a plan.

I like it. Yeah. And, you know, I think one of the most popular, you know, review sites, you know, is Yelp. And a lot of people, especially small business owners, have this kind of love, hate relationship with Yelp. The love, I think, is, you know, Yelp is very popular and they do fantastic search engine optimization. So you'll often see when people search for your company name, Yelp will come up very, very high in the rankings, which is what they want, you know, with your reviews. And I think the, the hate, or maybe the frustration comes in with the filtered reviews policy that, that Yelp has. Are you familiar with that?

Yes, I, I have my own whole take on this reviews concept. But, but, so I don't deal with Yelp as anything more than a consumer and rarely even as a contributor, but I am totally aware of this feature reviews thing.

And if, if you're not and you know, you just search filtered, you know, Yelp filtered reviews on Google and you know, they have an algorithm that they, that they claim is very, or is, you know, completely impartial and that they. Some reviews make it onto your page and some do not. And as a small business owner, oftentimes you find that some of your best reviews don't make it onto your page and it's very frustrating then to see some, maybe not so stellar reviews make it onto your, your Yelp page as well. And my advice after dealing with this for a number of years is very simple. Don't worry about it. Just let it go and don't beat your, you know, your head against the wall with this, these things. The way to deal with it, in my experience, it takes a long time, but just focus on providing awesome, incredible customer service. If you are truly authentic at that, you're still going to get screwed once in a while.

Of course.

Right. However. However, nobody expects you to have perfect reviews. In fact, people are suspect of businesses that have perfect reviews and they.

True.

Right. I think what's really important, it's not the negative review in as much as how you respond to it. And so I want to talk about a couple different ways to respond.

Okay.

One is how to respond privately.

Yes.

And the other is publicly. And I think that lots of. There have been some businesses in the past that have responded publicly and probably didn't have the lead singer responding. You know, it was maybe the engineer or the guy, you know, the person that didn't have the best customer service skills out there.

Yeah.

And I think that's probably the worst thing you can do. It would be better not to respond at all.

You know, even, even those of us, because I have pretty good customer service skills. You know, I'm obsessed with customer service, but there are moments where I don't use those skills.

Yeah. Oh, yes. All of us.

Right. Oh, no, I know. But that's the thing is, you know, you really got. I mean, that's one of those moments you need to respond maybe. Right. And that's up for debate. But if you decide you need to, great. You want to respond quickly. And that's important too. But sometimes it's, you know, and now I'll sort of step this back to that emotional response that we all have to anything. Sometimes it's okay to write the email and save it as a draft and go to sleep.

Oh, yeah, that's very important.

Yeah.

So I would suggest that when you get that negative review, which you're gonna get, or you know, on Yelp, it's stars. So maybe you get a two star review. Three star is not that great. The first thing you should do is try to reach out privately, try to locate, you know, who this customer is. And one of my biggest frustrations with Yelp is the reviews are not tied to any sort of actual business you may have with that customer. You can get a negative review if you don't answer the phone, even if it's not during your hours. You could get a negative review if somebody thinks your prices are too high. And that's a real problem for me as a business owner. But so first thing you do is you try to track down that. That customer you're going to. And I would call them if you can get their phone number, because people are much. What's the word I'm looking for? They're not quite as powerful as they think they are when you're talking with them on the phone. They're gonna respond differently when you're interacting with a human. I mean, it'd be great if you could even do a face to face because they're even more congenial at that time. But if you can talk to them and figure out what the problem really was or is, and letting them know that you're reaching out to them, that's really what most people want. Most people want to be recognized that this happened and what I do. And this depends on your business and your cost structure and all this stuff. But usually the first thing I say is, hey, John, I saw you left us, you know, a negative or not so good review. I'm reaching out to you, I want to touch base with you, but the first thing I want to let you know is I've gone ahead and just given you a full refund. So, you know, we don't want to provide service or sell a product if it's really going to be, you know, not, not what you expected. And if it's service and it's relatively inexpensive, I just do it. It's not worth it. And that changes the entire tone of the conversation. As you can imagine, for most people, there's still some folks that that's not enough.

Right, but.

And those people, you just can't, you're not gonna be able to do anything about. But for the vast majority of them, they got recognized, you gave them a refund, and there, it totally changes the conversation. Then after you're done having that conversation with them, let them know, then go respond publicly. Yes, thanks for discussing this with me, John. I'm happy that, you know, I'm glad that I, you know, issued you a full refund and just discuss what happened in your response. And on Yelp, they can go up and change that review, but even if they don't change it, it's extremely valuable, maybe more valuable than a five star review to have that low, negative or low star review. And then your response to the follow up.

Well, I've got a lot of things to say here, but to talk about that in particular, for that concept in particular, I use Airbnb a lot. And, and we've just booked three different places in Europe with, with Airbnb, because we're going to take the family to, to three different cities in Europe this summer.

Cool.

Yeah. And you know, Airbnb, when you're picking a place, it's all about the reviews. In fact, if somebody doesn't have reviews, I'm always really hesitant and sometimes there's a good reason for it. You can see they just put their place, you know, they just listed it last week or, you know, whatever.

Right.

These things happen. But I'm always more comfortable when I see reviews. And you get a good feel for what a place is like and what a host is like and that sort of thing when you're, when you're reading these but some of the. Some of the best feelings I've gotten about a place have been when I see someone post a negative review, and then the. You know, the host replies to it and acknowledges, oh, yeah, things were really messed up, and I'm really sorry. And here, like you said, here's what we did to fix it. Sort of tell the rest of the story. Not being defensive about it, just following it through. Just, you know, it's that motion of, okay, yep, that happened. I acknowledge it. I'm sorry. Here's how I fixed it with you, you know, and telling the rest of that story, it's like, oh, this is great. I'll stay with this person, you know, no problem. You know, that kind of a thing. So it. Yeah, from a consumer standpoint, it totally helps. Now, with my businesses, we don't. Yelp is not part of our review structure. So when you brought this concept up, I'm like, well, it's good, and we should talk about it. I don't think I'm gonna have much to say. Of course, then it took me about two seconds to realize, well, that's ridiculous. Of course. Stuff to say.

Always something to say.

Right? But, you know, our business has tons of reviews, and we get them on, you know, with macgeekab, we get them on itunes. Those are the most frustrating ones because we can't even reply to them there.

Yeah.

You know, and so people just get to say whatever they want to say about the show.

And you don't know who they are.

Not usually. Right. I mean, it's. You know, they can hide behind a handle or whatever, and it's. Look, it's fine. And sort of everybody knows that that's what itunes is. You hope, but some people don't, you know, but by and large, I mean, I think we've got an average of like 4.8 out of 5 or something on itunes. So it's all good. But, you know, it's the. I take all of our reviews to heart. I read every single one of. And the. But the ones that are negative, they. I mean, they hit. They hit hard. And, you know, I wish I could respond to these people, but I can't. We also get reviews via email from people. And, you know, sometimes, rarely, I will. I will say this, but sometimes people will write only to say, we love you. Thank you so much for what you do, that kind of thing. But that's rare. If someone's gonna write something, it's because they have a bad experience, and you can take that and you can turn that person into a fan. You know, I got one yesterday, I had done. They were complaining about the noise gate that I use on the show. Nothing different than this show, in fact. And I thought, well, this is weird, you know, 10 years later. And then they said in their email, they're like, you really should listen to this other podcast that it's called no Agenda that Adam Curry does with John Dvorak. Those guys have made podcasting into an art. They really, you know, know what they're doing. And, you know, I. I do listen to that show. I've been listening to Curry since before I started podcasting. And a lot of what I do, I modeled after what he did. In fact, at the first podcast expo, he and I sat down and we talked about all kinds of audio geekery stuff. It was like, whoa, okay. You know, wow. And it was like, it was. It was written in an attacking sort of way, but that happens, sure. So I replied to the person and I said, wow, thanks. You know, I actually went and listened to one of their shows to see if maybe they're doing something different. Their gating is actually the same as ours. And then it was, oh, well, it was really this one segment of this one show, and it was like, oh, yeah, now that you bring that out, I know exactly what you're talking about. And there was sort of some intention behind a weird sort of stuttering of, you know, the words in this one thing. I had done it actually in an ad read and. And it drove this. This guy crazy. And. But, you know, as soon as I engaged him on it and he saw that I cared and I went and researched this other stuff. He's now like our biggest fan. And he apologized. He's like, you know, I really came across kind of snarky in that first note. Yeah, but you can do that. But you. You have to. You have to take their. Their. You have to acknowledge that their concern is important to them, even if it's not important to you. And that's the trick is being able to create that separation. Because in this case, I totally believe in the way we have our noise gates and our compressors and all that set. It works really well for us. And I'm an audio maniac and I tweak it, but this guy didn't like it, and that's okay. Right? You know, I don't have to agree with you to respect that what you're saying is relevant and important to you. And, and that's. That there's. It. It, you know, it's not an easy thing to, to separate yourself emotionally from that. But.

But that's what you gotta do. Yeah. And I think that that same passion that drives you in business and once you do well and takes all these things, you know, personally, that can cause problems when you go to respond to, to someone that's left you a negative review.

Yeah.

And. And that's why maybe, you know, if. If you can't separate that emotion, you should have somebody else respond or not respond at all. Yeah. Because then it. Then it just escalates and you could just see it. You could look on Yelp for some, Some, you know, places and see how some business owners have responded. And you're like, oh, that. I wouldn't have said that. You know, the public response is not the place to, to really disagree with the customer. You can certainly state your case, but, you know, you know, if you're gonna just tell the customer that no, you're wrong, that's. That's better with a private reply.

Yeah.

You know, and, and try to work it out. And like you said, Dave, waiting a while. You know, we have one up on Yelp right now that I read and I, I don't jump into it that much, but time to time I do. And I written, I was like, oh, that. That really pisses me off. That's not right. That's not the way it happened.

Right, right.

But after talking to the. Per. The technician that, oh, no, this would happen. Okay, I got it. So, you know, I want to get the rest of our story out there, but I'm waiting to respond to, you know, let it get, get some distance from it a little bit and then go out, talk to this customer and then, you know, get a, Get a middle ground, you know, to them. And yeah, they'll get it publicly.

Saying you're wrong is not. I mean, you think about it as a consumer. Right. Forget about that one customer. Let's assume that all of your efforts are going to fail and you're never going to turn that person back to being your fan. And that's only an assumption. As an exercise, you probably will turn them around to being a fan. But assuming you can't, you have to worry about all of your future customers that don't know anything about your business. Right. And they're coming and they're seeing this business owner freaking out about this, and they're looking at it. They have no skin in this game. Like, why, whoa, I don't want to deal with that business.

Yes.

Holy.

That's exactly right.

You know, whereas if they see somebody that says, wow, I appreciate you taking the time to write this review. I'm really sorry that things went down the way they did and that you walked away with this impression. This is not how we run our business. You know, we are as upset about this as you are, and, you know, we've worked with you to fix it. You know, whatever you can say. That's true.

Yeah.

Not defensive. It's.

And being accountable is really an important, Important part of, like, oh, either we. Even if you didn't screw up.

Yeah.

You still want to. To take what they have to say because they interpreted it have been. They took it like you screwed up.

That's right.

Even if. Even if you didn't. So it's almost like having an argument with someone that's upset about something and getting mad at them because they interpreted what you said a certain. You know, a certain way. And it's like, oh, gee, I'm sorry that you're upset. Let me explain what I really meant here. And you might have to do the same thing. It's like, oh, you know, this is what we intended, and hopefully you can.

And I'm sorry we fell short. Yeah, that's right.

And these are the steps, or we've taken steps to ensure this doesn't happen again, and that's totally fine.

It's hard. I mean, it's easy for us. Sort of easy for us to sit here and say this, but it's much harder even still to this day, you know, when somebody write something and they're. And I know in my heart they're wrong, even if they're actually right, you know, it goes against what I want to have happened.

Sure.

Man. It's so hard to.

It is.

It's difficult to do it. But you. You have to. And you've got to understand, you know, there's. There's a phrase. The customer is always right. That's not true. The customer. Because sometimes they're. They're simply wrong. Right.

Yes. You know, I completely agree.

But the customer is always respected, you know, and that needs to. That's the most important thing is, you know, here's what they believe. Let's not make. Let's not dismiss the fact that they believe that, you know, because that's the most important thing. These people want to be heard. And if you tell them that's stupid. We never did that.

That's it.

That you just poured fuel on a fire. I mean, that's exactly. It's worse than ignoring them.

Yeah, yeah, yeah. That. That's for sure. And you know, one of the things that's, I think most important is keeping, you know, making sure you're hearing when those, when those reviews pop up, good and bad. Because if they're, you know, the positive reviews that come up, you want to feature them in other media, other content. And if a negative review pops up, you want to be able to respond to it. And you can do things, you know, very simple things. One you can set up a Google alert to. Every time your company is mentioned on the web somewhere, Google will send you an email. And it's pretty basic, but it's, it's great and it's free and we'll post a link to the info about that on, you know, in the show notes. You can also use a program like hootsuite, which monitors you, you know, anything you want. It can monitor product names, your company name, your, your name across a multitude of social media platforms. Twitter, Facebook, you know, Google Hangouts, Google, all that stuff. And that's like 10 bucks a month. And it, it is a very good, I mean that's probably a, you know, a great use of 10 bucks to figure out anytime you're going to get mentioned or maybe you, maybe you're following one of your competitors and you want to kind of hear what they're doing for their content stuff. And if you keep seeing their name all the time, well, you can model after that and help, you know, with your brand.

You really like hootsuite, huh?

You know, I, I think it's pretty good. Yeah. I mean, for some of the other ones like Tracker, you know, tracker's like 80 bucks a month. Okay. Their lowest cost thing, but for a, for a small business and you know, you can use that, you can go jump and you can do this manually. Certainly you can jump up and search and find in all those things. But I think Hootsuite does a decent job at, for 10 bucks a month. I mean it's, you know, you got to kind of set it and let it do its thing and shrink it. But I do, I think it's a good investment. It's worth trying out.

Yeah. Because otherwise you'll miss this stuff.

Yeah. You won't even know about it. And you're going to have customers finding these things, good or bad, and it's going to impact your business. So you need to be the one that is on message. You know, the story of your business needs to be driven by you, either by your content, your, you know, the reviews that are out there that, that you're Managing, you know, all that stuff. It's your story. Don't let somebody else take it over and. And talk about it in a way that is not the. The direction that you want it to go.

Yeah, yeah, you're right. Yeah, yeah, yeah, yeah. No, it makes sense to me. I just, I. I have. I've played around with hootsuite, but I probably should pay more attention to it.

It's grown a lot. I mean, it started, you know, really as a Twitter type thing. And, you know, if. If you're on your own, you can use it for free. I mean, they have a little thing where, you know, they give you three. You can. Three social profiles, some basic reports, that kind of. That kind of stuff, and you can schedule posts. I mean, it's. It's pretty nice. I like it. Yeah, I like it.

Yeah, yeah, yeah. I should pay attention to that stuff.

That's a good. I think it's developed along the way. We used to use it just for Twitter, but, you know, that's a. That's a real rabbit hole tracking down every ention. Oh, yeah. We used to market it that way when we. We'd hear terms that we were interested in pitching our services to people, but it's not very effective.

Okay.

But anyway, that's. That's another show.

Yeah, right, right, right.

So. But so paid. The message is pay attention to your reviews. You know, respond in a very unemotional manner. And if, you know, give yourself some distance when. Or ask someone else in your organization to respond if it's just too close to.

Yeah, that's. That's true. Right. Somebody else that doesn't have the, the history or passion for your. I mean, he wants somebody that has some. Yeah. Interest in your business and it. But. But yeah. I mean, if it. As the owner and certainly the founder, you might be a little too close to it. So. Yeah. Yeah.

Good stuff.

Good stuff. Thanks, folks, for. For coming and joining us again. I like this chat. This was me too. When you mentioned this topic to me, I thought, okay, well, this is interesting for other people, but not me. Yeah, that's great. I think, again, I think I learned a ton. So there you go. Yeah.

Enjoy the rest of your week, everybody.

Enjoy. Thanks for. Thanks for listening. Thanks for starting our second year with us, folks. Feedbackusinessshow. Co. You can find us on Facebook, which we promise we'll have straightened out here shortly, but DBA podcast is where we currently are on Facebook, but BusinessShow. Co is where we always will be. And we certainly appreciate your time. And let us know what you think. Let us know what your. Why don't you give us a review on itunes? How about that?

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Thanks, folks. Take it easy and we'll see you next time.