The Best Way to Deal with Bad Reviews
These days, couples scour the internet before deciding on their wedding vendors — reading any reviews they can get their hands on. And when you receive a negative review, it can push away potential clients. At first, your stomach drops as you worry about things you could have done differently. Because rather than contacting you directly, your unhappy client took to the public with their complaints.
Though receiving a bad review is never easy, there is a smart way to deal with them. Hopefully, as an industry pro, you’ve realized that everyone deals with critical clients every now and then, and negative reviews are simply something you can use as a learning tool. Plus, they may not actually be justified — internet trolls have a way of messing with businesses big and small.
But instead of stewing on the reviews you receive and wanting to throw in the towel, try these three steps to move forward.
Take a pause first
When you initially read a negative review, you may feel like someone is attacking your business. And should you respond right away, your emotions might get the best of you. Unfortunately, this knee-jerk reaction will only escalate the situation. So instead of whipping up a fiery response, take a minute to process the review first.
Once you’ve had time to let your feelings settle, you can then draft your response. Address the reviewer directly and keep it short, offering to contact them 1:1 so you can take care of their needs. Going on the defensive and putting the blame on them will only make you look bad, so try to avoid pointing any fingers.
You’ll want to take the conversation off of the internet if possible. Be transparent while letting the client know you’re ready to do what it takes to resolve the issue. Handling it behind the scenes will allow potential clients to see that you’re professional and genuinely care about your clients.
Watch for false reviews
Sometimes, negative reviews aren’t a reflection of you and your business. Unfortunately, trolls can leave feedback in whichever corners of the internet they end up, spreading a trail of false information in their wake. If this happens to you, know there are things you can do.
Before you jump into the legal side of things, report the review and contact the customer service of the review platform. They should be able to take the review down or point you in the right direction to someone who can help. Then, while you wait for someone to take the review down, you can draft a response addressing the fact that this person was not your client, ensuring those who read it don’t take their claims seriously.
Ask for additional feedback
One of the best ways to recover from a bad review is by asking for a handful of positive ones. One 1-star review is nothing compared to 50 5-star reviews. The more positive feedback you have, the more likely someone will be willing to ignore one pesky comment. Reach out to your past and current clients, asking them for feedback and testimonials.
If you don’t already have some sort of survey or feedback process, start adding one to your offboarding. This way, you’re continuously generating new reviews without even thinking about it. You can boost your online reputation while gathering social proof to add to your website and social media pages.
Let’s be honest — receiving a negative review doesn’t feel good. But, if you handle it properly, it also doesn’t need to mark the end of your entrepreneurial journey. Remain respectful and use any feedback (good or bad!) to grow your business and improve your client experience!
Elizabeth Sheils is the co-founder of Rock Paper Coin, the first software platform to bring together wedding planners, couples, and vendors into one system for managing and paying contracts and invoices. Elizabeth is also a lead wedding planner with award-winning firm Bridal Bliss, where she manages the Seattle team. In addition to recognition by Special Events in its Top 25 Event Pros to Watch series, she also earned a spot in The BizBash 500 for 2021.
