☕ How to deal with negative reviews

Negative reviews happen in every business. However, contrary to common sense, bad reviews can actually be a good thing for your business for two key reasons:

1. It helps you show potential customers that you’re great. Respond professionally, offer to solve the problem, and highlight some of the ways you provide value. People know things happen, show that it was a one-off issue and remove doubt.

   
   

2. People actually trust businesses MORE if they have some bad reviews.

   
   

Research indicates that purchase likelihood peaks for most products and service around 4.7 stars, but declines as ratings approach 5. People don’t trust perfect reviews.

While you can often get customers to give an improved review by responding professionally, even if they don’t you can still turn a bad review into a good thing for your business. I like to use the LATTE method for dealing with bad reviews:

Listen to the customer. Acknowledge their complaint and, more importantly, their feelings

Apologise and own the issue. Don’t shift the blame.

Take action by solving the problem. Explain why it happened, and why it will be different in future

Thank them for their feedback

Emphasise your regular level of service

ACTION: Respond to one of your bad reviews (7 minutes)

Seek out and respond to a review right now. You may have some on Google or elsewhere. Prioritise responding to your bad reviews, but it is also best practice to respond to good reviews regularly as well.

If you want further detail, this is a good comprehensive guide on how to respond to different kinds of reviews, and it includes examples.

Image: How to respond to bad reviews

I shared this in my Work Smart Wednesday newsletter. Want the full set of related insights? You can read them here: https://worksmartwednesday.substack.com/p/work-smart-wednesday-march-27-2024

👋 Want to work together?

When you’re ready, here are 3 ways I can help you:

🔍 Clarity Call - we will discuss your situation and create a step-by-step action plan together so you know exactly what you need to do next for maximum impact

👓 StartSmart - Achieve a 6 figure income within 6 months, whether you only have an idea or you have already started your business

🧘 Overload to Optimal - reduce your workweek to 20 hours or less within 90 days while running your 6/7 figure business