Ok, so receiving a bad review is no fun and can often leave you feeling like you've been punched in the stomach.
It’s totally normal and healthy for any business to receive bad reviews, in fact it’s usually an indication that your business is growing - YAY!!!
It’s also all about how you handle the bad review that can turn it into an opportunity to learn, grow and connect with your clients on a deeper level.
And to explain what I mean by this, I am going to share with you a real live example of what happened to me not long ago.
You see, I received a bad review online about the lashes I stock and it really broke my heart.
It broke my heart because the reason why I began this business was to help people get the best lashes. I had met Sasha, who is the owner of Mystique, and I fell in love with her product and decided that I wanted to bring it to the United States, and make it easily available for all lash artists to have.
Which is what I did.
So after all this effort I had gone through, to then be given a bad review, well a horrendous review, I was devastated.
And I know that you know exactly how it feels!!
The review itself didn't say much. It just said that the product was the worst product ever.
And I understand we don't all like the same thing. We're all different. We're all different humans. We gravitate towards different things. We love different things. And that's totally fine with me.
What upset me most about the review was that;
- It didn’t tell me what was wrong with the product or give me any constructive feedback so that I could fix it.
- The customer never reached out to me to tell me, "Hey, Marie Pierre, I got these lashes and this is what's going on. I'm so unhappy with them."
I mean that would have given me a chance to fix the problem.
That is my job as the founder of Architects & Fairies, to make sure my clients are happy.
I don’t know about you but I didn’t start this business to make people unhappy. Right? Lol.
My goal, which I’m sure is your goal too, is to provide my customers and clients with the best service, the best product, possible.
So to receive a bad review broke my heart.
Luckily, the story doesn’t end there or this would be a pretty morbid blog lol.
I want to share with you what I did to handle the bad review.
Now that you know that I’m human and I get hurt too when people say something bad about me or my business, let’s talk about the positive outcome and the solution!
I took this bad review as an opportunity to do better. I actually reached out to the customer and apologized for her bad experience with the product and asked her what went wrong.
I let her know that I’m human and that I’m genuinely here to help.
By doing this, customers who complain feel more comfortable in telling you what happened to make them leave a bad review.
Once they tell you, it’s up to you to let them know that you are going to do whatever it takes to fix it. Let them know that you listened and HEARD them and that how they feel matters to you.
When you have a bad review, that is the time to learn something from your customers, it’s when you get to know your customers on a deeper level AND you have the chance to turn a one time customer with a bad review into a loyal, life long customer - because you cared enough to ask them about their experience.
Depending on how big your audience is on your social media accounts, the other thing you can do is go live or put a post up of what has happened and remind your audience that it is always ok to speak to you if they have a problem or concern.
I really believe that by being real with your clients that it builds trust and community.
So next time you get a bad review, just remember to reach out and let them know you’re human and that you genuinely care! And use it as an opportunity to let your audience and fans get to know the real you better.
If you want to watch the video I did about the bad review, click HERE.