You’ve been working hella hard, and as a solo beautypreneur you pride yourself in providing the best experience for your clients.
Well, on a particular Wednesday, Becky came in with unrealistic expectations of what you could provide/you were having an off day/the sun and the moon weren’t aligning properly and disaster hit.
You go home after a long day and put this awful day behind you. When you wake up on Thursday morning, you see a notification from Google Reviews.
Becky left you a 1 star review.
Your first negative review. And panic sets in.
As entrepreneurs we all dread receiving our first negative review but as business owners (and as humans) it is an inevitable part your experience and journey.
The most important thing to remember is that the review gives you the opportunity to turn a negative experience into a positive one.
A negative review can be an incredible tool for you to make a connection with a potential client who is interested in your services.
Authentic reviews gives your business credibility while too many positive reviews can seem insincere.
Here are a few steps you can take as a service provider to overcome bad reviews;
- Take a deep breath and embrace it. Maybe grab a glass of wine, or take 24 hours to calm down and review it with a fresh set of eyes. DO NOT, I repeat DO NOT respond when your emotions are high. This isn’t personal, it is business. Many people read negative reviews simply to see how the business responds. Professional = new business.
- Respond dignified in a timely manner and consider the feedback that has been given.
- Listen and make an effort to find a resolution with your client if you can. I know sometimes this doesn’t seem possible. But maybe you did give Becky a bad hair cut. If it is the case, try and rectify it. Let the stranger reading the review know you tried to rectify the situation.
- Don’t allow a back and forth conversation to occur on your reviews. When you reply simply ask that the reviewer contact you via email (and leave the email address for them).
- Get more good reviews. Ask clients to send an honest review (be sure not to ask too many clients as Google will flag it as spam)
- And lastly, be kind to yourself. A bad experience is not necessarily a reflection on you personally. We’re all human here after all.
No matter what type of bad review it is, a good business response to it should have three things:
- An apology
- A statement of your commitment to customer satisfaction
- A way to move the conversation offline
If there is anything you can take away from this, it’s that bad reviews aren’t all that bad. If handled properly it can actually work for your business and not against it.