What Do I Do With Negative Reviews
Zack Greenfield • April 12, 2022
We're gonna cover what I do when we have negative reviews hit one of our clients review profiles. That could be Google, Facebook, Yelp or whatever the deal is. So I'm gonna tell you exactly what we do.
All right. So today's video. We're gonna cover what we do when we get a negative review. The first thing we do is take a deep breath and get into a place where you're not looking at it as a personal attack. Can't tell you how many times we've had clients get really emotionally upset and charged up about something that somebody said about their staff or their business or whatever the experience was. You gotta figure out. The first thing to do is to let all that go and look at the situation objectively and strategically. The best thing you can do with negative reviews is spin them in a way that gives you a chance to show how your business deals with conflict. And the thing that's amazing about that is it's a really great opportunity because we know from the data, a lot of people scan and zero in on reading negative reviews.
So we have a great opportunity there to take that negative review and use it as a way to tell a bigger story about how our business handles conflict and customers that are upset. And the beauty of that is that it, those other folks that are thinking about doing business with you, what they can expect, if something goes wrong, are you gonna take care of it? Are you gonna take care of them? What have you done to change to make sure that these things don't happen in the future? So there is so much goal old and looking at negative reviews objectively and strategically, and letting the emotions be set aside and running it like you do at any other part of your business. With some practicality below this video, in the description, I'm gonna give you a link to our templated responses. There are a great starting point.
If you're struggling with how to reply to a negative review, it really is an easy structure with that. And the template system that we've put together for all of our clients that you are welcome to have a copy of walks you through all of that. And it's right below this video. So go ahead and click down there, download that for yourself.
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