It’s been a blast building GetFiveStars. One of the things that I love the most is the support I get for projects like this new ebook.

As you probably know while I think its important to “optimize your review process” I think it’s even more important for you to “optimize your business”. Every process, not just lead generation, needs to be focused on the customer and needs to be well thought out. Then when you do ask for a review you will have earned it.

One area that sometimes is left to chance by local businesses is customer complaints. I am of the belief that you need to anticipate and plan for the bad experience. Thinking through how you are going to handle that complaint when it finally does come will help you keep that customer and avoid the issue from turning into a bad review. The ROI on a well thought out complaint plan is huge.

Build a Better Business Using Customer Complaints, a collaboration between myself, Aaron Weiche and Paul Chaney, is now available.

I would love your thoughts on the book, the good, the bad and the not so pretty. Let me know what you think so that we can make version 2.0 even better.