“Showing up imperfectly is better than not showing up at all.”
As humans, we are bound to make mistakes – it’s inevitable. Often, in private matters, the lesson lies in learning to forgive ourselves for those mistakes so we can proceed with confidence. However, as a female entrepreneur finding her footing in the age of social media, a misstep can not only set you back emotionally, it can cost you customers.
These days, it seems like public scrutiny is the norm. If a customer has an unsatisfying experience with a service or product, they can feel emboldened to utilize their platforms as weapons.
They complain.
“The quality is horrible!”
They declare.
“I will never order from here again.”
And unfortunately – they implore.
“Do not give this business your money! You will regret it!”
So, what do you do when you come across a review that is less than satisfactory – or, worse, downright cruel?
5 Tips for Navigating a Bad Review
#1 – Take a deep breath.
Don’t start crafting a response immediately. Allow yourself to read the review objectively and separate emotion from whatever action you may take next.
#2 – Ask yourself, is it valid?
In your assessment of the review, ask yourself the following questions:
- Is there anything in their critique that you can work on?
- Is it possible that either party misunderstood the other?
Once you’ve gotten past the initial feelings that come with receiving a bad review, you can vet it for truth. Perhaps there is room to make an improvement!
On the other hand, maybe instructions got muddied. Unclear copy on your website, a misheard price over the phone, or a missed email could be to blame for a disappointing review.
#3 – Lead with empathy.
Try not to be defensive in your response, an argument online never goes well.
Acknowledge the customer’s experience, apologize for any confusion or mistakes on your part, and offer to resolve things further offline. It is always best to be solution-focused.
#4 – Open the door for a second chance.
If the situation permits, follow up with something that turns the customer’s attitude around.
This can be a complimentary good or service, a discount on their next purchase, or a refund on their previous purchase.
In such cases, if all goes well, you can then kindly ask if they’d consider updating their review to reflect their new perspective of your business.
#5 – Learn from the experience.
Keep a record of each review and your response.
You don’t want to sound like a robot in your response to each review. You also don’t want to repeat an avoidable mistake. Your log can include the following:
- The date of the review to help you track patterns over time.
- The name/username of the reviewer, so you can reference previous conversations.
- The platform on which the response exists.
- A brief summary of the review. (Positive, negative, or mixed? Key points?)
- Your own response with a focus on phrases and tone.
- The outcome of the review and any internal notes that can help you move forward with confidence!
Above all else, rest assured that you’ve put your best foot forward.
When people review a product or service, they can fail to consider how their words may impact the human behind the business.
Even if you have a thousand positive reviews, a negative one can really take you out of the thrill of it all.
You’re not alone. A lot of female entrepreneurs are wary of creating an online presence altogether. There are so many “what-ifs” involved:
- What if my content doesn’t look professional enough?
- What if I can’t keep up with a schedule?
- What if I’m not competent enough to get the most out of a platform?
We believe you’re capable of conquering these doubts – you simply need guidance and assurance. That’s why we’re teaching simple tools to get you started at this month’s Social Media Strategy Workshop!
Join us on May 19th at 9:30 a.m. or May 22nd at 6:00 p.m. and learn easy strategies for developing content, scheduling posts, and mastering the most popular platforms!
Whether you’ve had your own social media presence for years or can barely navigate Google without getting overwhelmed, we’ve got you. Register for this inspiring experience today. You won’t want to miss it!
