We all practically swoon when we get a glowing a review about our business. But when that dreaded negative review comes along, it ruins our entire week. Let’s talk about some of the different ways that you can respond so that it won’t also completely ruin your business.
Now, if you’ve read my post about how everything in your business is marketing then you understand that the very best way to really market your business is to make sure that your business reflects your values inside and out. And yet somehow, even though you treat your customers and clients better than family, someone was unhappy with some part of the process, and they publicly wrote about it, whether that be a review on Google or Facebook, or simply a social media post of some kind.
I highly recommend that you take the time to respond to it. But before you do, take a deep breath and give yourself time to really think about what you’re going to say. DO NOT, UNDER ANY CIRCUMSTANCES, RESPOND WHILE YOU’RE STILL REALLY ANGRY. Trust me, that never goes well.
Instead, take a minute to pause and really understand the problem that the reviewer had with your business. Was it founded or unfounded? Did a mistake happen on your end? Was it something outside of your control? Is it something that you can make better? Is it worth even trying to make better?
While you mull over those questions, I also want to emphasize that the reason you should respond to negative reviews is not necessarily just to make the disgruntled reviewer happy again. It’s so that the next person who comes along can see how you handle conflict and how you treat people. Showing people that you have a heart and care about more things than just your own pocketbook can go a long way to increase your word-of-mouth marketing.
So, with all of that in mind, if you made a mistake or their problem was completely outside of your control but is really unfortunate and you can do something about it without great difficulty, then apologize and offer to fix what happened as best you can. Now, you’re a business owner, so as much as you may want to, it’s not worth going bankrupt over trying to make everyone happy. Know your own limits and do your best to stay within them. Just know that the court of public opinion is watching, so be clear and kind while responding.
If the reviewer’s problem however is something absolutely ludicrous or completely unhinged, things get a little trickier. You should still respond, clearly and kindly, and explain how you’re sorry they feel that way, but you could not do things the way that they wanted for the price that they wanted. Explain the why or the background if you feel like it would be helpful but be sure to stick to the facts.
Remember, you are not really responding to the unhinged reviewer here, you are making a quick case to the court of public opinion to sway them against the reviewer. Do not engage further with the reviewer, simply state your case, move on and hope that everyone else agrees with you and not them. You don’t need to sacrifice your own sanity for toxic people on a mission to bleed you dry. But you don’t need to roll over and play dead either. Just try to find that happy medium and move forward. The people who have the same values as you will understand and be impressed with the way you handled things.
All the best,
Ryanne Zender
Disclaimer: While marketing is based in part on statistics and psychology, it is not an exact science. Every business and market are unique. What may work for one business, will not necessarily work for another. There are no guarantees in marketing, and this post is for informational and educational purposes only and does not replace professional advice. You can check out the full list of disclaimers and disclosures here.
