So, you received a bad review. No matter the reason, a bad review can send any proud business owner into a spiral of fear and regret.
The biggest thing to remember during this scary time is simple: Don’t panic! Take the ‘For Sale’ sign off your door and put down the real estate listings. While a bad review can seem like the end of the world, it happens to the best of businesses. You can bet that any household name has been dirtied up by more than a few bad reviews and ugly ratings, and yet the Taco Bells and Coca-Cola’s of the world still stand.
The beauty is in how you deal with a bad review and whether or not people accept your apology (or your attempt to give one). Professionalism that is unwavering and customer-centric causes both ease and a certain level of trust. We all make mistakes; trust your clients to know and understand that. And when a bad review comes from someone who neither understands nor cares about that fact, you can still win with positivity.
Here are four ways to come back from the dreaded bad review:
The worst thing you can do with a bad review is wait. Be sure to address the offended party’s concerns as quickly and professionally as possible. The potency of their review will only grow if it goes unchallenged. It’s also important to show other customers and potential customers that you take every concern seriously and address issues.
In a bad situation, especially one where a client is either irate or too angry to console, the biggest thing to remember is to be professional. At this point you are doing more showing than telling. Other possible clients want to see you handle potential problems and bad reviews with solutions, not whining and arguing. Be the professional business owner that you are and keep a positive attitude no matter what is said. Stay away from any blaming or back and forth.lo
There’s a reason customer service reps always seem to feel your pain – it makes you feel understood. Even when angry, feeling understood can put a person in a much better mood. Keep your empathy levels high when dealing with clients that are not happy with your work. With that being said, avoid sounding condescending or judgemental.
When a mistake is made on your part, be sure to offer services to help ease the pain of disappointment. Many people are impressed when a business offers deals or other forms of compensation to show they are truly sorry.
Of course, repeat bad reviews are terrible for your business. Change the behavior that causes the bad reviews as soon as possible and always listen to your client’s concerns. The goal is to show everyone that your business is constantly growing, which it is, and that you’re always listening. Keeping your head up and your annoyance hidden, even when you weren’t at fault, is what separates a good business from one on the way out.