No matter how great a job you do on a project, it’s hard to bat a 1000. Some clients are challenging and never pleased. In some cases, things go wrong, and no matter what you do to right the ship, the client can’t get past what happened and voices dissatisfaction with a bad review. Here are some tips on how to address a bad review. The most important thing is not to ignore it.
Take a Minute Before You Respond
No one likes reading negative reviews. You put in a lot of hard work and are proud of what you deliver. Don’t react and immediately respond; you may appear frustrated or defensive. Take a breather so you can calmly reply.
Thank the Reviewer
Let your client know that you appreciate him or her taking the time to write a review and for bringing the issue to your attention.
Acknowledge the Reviewer’s Experience and Show Empathy
Whether or not you agree with the reviewer, let him or her know that you understand their frustration.
Address the Review Professionally, Offer Solutions
Address the review head-on professionally and respectfully. Offer solutions and options to see how you can turn things around to please the client. Often, when you address an issue, a client will be your advocate and follow up with a positive review.
Take Ownership of the Issue
If it is clear that the delay or miscommunication was your responsibility, take ownership of it. Don’t make excuses. You may write something like, “We take full responsibility for the delay and evaluate our processes to avoid this from happening again. We hope to regain your trust.”
Clarify the Facts, Misinformation
If the review is unfair or inaccurate, clarify the facts without blaming the customer. A calm, constructive response helps repair trust with the reviewer and shows potential clients that you care about quality and accountability.
Keep your responses short and simple, and avoid going back and forth.
Remember, bad reviews don’t mean bad news if you handle them immediately and professionally to demonstrate your integrity, professionalism, and commitment to getting the project right. In addition, the occasional bad review gives credibility to all the positive reviews your business receives. Keep encouraging satisfied client to leave reviews to build up your brand online.