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Appropriately responding to negative reviews

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Appropriately responding to negative reviews
Appropriately responding to negative reviews

The internet and social media have made it all too easy for customers to relay their feedback to businesses. This can be a great thing because it shows other customers or potential customers why they should choose your business.

However, this also means that if a customer has a negative experience, then their public feedback has the scope of preventing future customers. Hearing what these reviews have to say to implement change can benefit your business and responding sensitively to the reviews will help with damage control.

Follow these steps to construct an appropriate response:

  • Address the customer by name: Rather than using Sir/Madam, refer to the client by name so that they know their feedback is valued and not simply a scripted and automatic response.
  • Sympathise with the customer’s problem: Try to understand what happened from the perspective of the customer to find out why they might have had a bad experience. Apologising will also let the customer know that regardless of whether you agree with their review, you sympathise with their negative experience.
  • Let them know you are solving the problem: Acknowledge their problem and let them know that you will be addressing it. This will let future customers know that the negative review may no longer apply so that they are not immediately driven away.

Make sure you do not ignore negative reviews and feedback. Either the review is specific to the customer or they are making a valuable contribution towards how the business can be improved. In order to identify which it is, you should listen to what the customer has to say.

How to protect yourself from super scams

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How to protect yourself from super scams
How to protect yourself from super scams

Superannuation is an attractive target for scammers as a significant volume of funds are placed into super funds by Australians.

There are some straightforward steps you can take to protect yourself from super scams.

Know the rules

  • Becoming familiar with the rules surrounding superannuation will alert you against scams which make false claims e.g. offering early access to your super
  • Keep up to date with the relevant authorities and so that you don’t put in your personal information into the wrong websites – always check that relevant institutions have verified their authenticity!

Check your balance and contact details

  • Check what your super balance is on a regular basis – if you notice something that doesn’t quite look right then immediately get into contact with your super fund and ask them about what could have happened.
  • Every once in a while, check that your super fund has the right postal address, email address and mobile number – this will help them get in touch with you if they spot any suspicious activity.

Stop identity theft

  • Taking the steps to stop identity theft will also help protect your super
  • This does not have to be all too complicated e.g. shred important documents, change passwords every few months, etc.

What are fuel tax credits?

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What are fuel tax credits
What are fuel tax credits

The government provides fuel tax credits for businesses with a credit for the fuel tax (excise or customs) that is included in the price of fuel used in machinery, plant, equipment, heavy vehicles, and light vehicles travelling off public roads or on private roads.

Fuel tax credits a business receives depend on when the fuel was acquired, which fuel you used, and what it was used for. Since fuel credits change regularly, it is necessary to check rates each time the business activity statement (BAS) is filled out.

Eligibility

  • Certain fuels and activities are not eligible
  • Must be registered for GST when fuel was acquired
  • Must be registered for fuel tax credits when you lodge the claim

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