Happy Martin Luther King Jr Day. We can learn a lot from how MLK dealt with adversity and staying true to who he was.Here are some lessons you, as a business owner, can take from Martin Luther King Jr.MLK was known for many things, compassion, empathy, peacefulness, and taking massive action are all aspects of what MLK represented that business owners should look at today. In particular, I am referring to interacting with people who leave you reviews online.
1. Compassion - The way MLK interacted with even his opponents was something to behold. When you find that people aren't kind in their words about your business, take the higher road, ask them why they felt that way and what you, as the business owner, can do to address those issues, and answer from a place of love instead of ego.
2. Empathy - This goes hand in hand with compassion. You don't know where people's heads are at when they come into your business. They might have had some personal issues happen just before they came in, they might have been in a bad place with their own work, who knows where they are in their life. That's why you must separate the emotion from your response and be as understanding as possible. Everyone has their own lens they see the world through, and though it might be vastly different than yours, showing them you are understanding goes a long way with them, and the 10s of thousands of people who will read it later. Read through these MLK quotes and notice how often he is speaking as if he was the person reading it, empathy was a hallmark of MLK, and we should learn that lesson as business owners.
3. Peacefulness - An online spat, or Twitter battle, or emotionally juiced review response almost never benefits the business in the long run... MLK was always so measured in his engagements. Take a deep breath after reading your feedback, take it in and respond according. There are 5 main points we hit every response. Acknowledge, thank them for the review, mention something specific from the review so they know you read it, invite them to refer or come back, cross promote to your most active social network.
4. Take Massive Action - Yelp, Google Business Listings, even Facebook measure the responsiveness of their business profiles. People also take note of a business that is responding quickly to their feedback, and it goes a long way. Stop giving yourself excuses to not respond to your customers and clients. When you get the notification (and you should always have review notifications on for all platforms), jump on it right away. MLK could never be accused of missing an opportunity because he was busy with something else. He took every advantage he could, and with reviews, you can too.
Happy MLK day to you, your family and your business. If you want to know more about #Smart Business Consulting or our CEO Paul Mackiewicz, head over to www.hashtag-smart.com.There you have an opportunity to generate a free business snapshot report that will show you how you are doing with your reviews, how your social media activity compares to your competition, how your paid ads and website are performing, and more.Enough with the Excuses... Be #smart out there.