1. Don't let it bother you
This is easier said than done. It’s so hard (especially when you’re first starting out) to not let criticism from your clients bother you!
Here’s what you need to know:
If you’re doing anything worthwhile, you will receive criticism.
Someone is always going to think you’re too expensive.
Not experienced enough.
Too far away.
Whatever the case may be, you’ll always receive this type of criticism, and you’ve gotta let it roll off your back.
2. Evaluate their comment, MAYBE act on it.
Okay, so now that we know that you WILL receive criticism, let’s talk about how you should react.
So, let’s say you have a 5 star average rating on Facebook. All of your reviews are raving about your excellent product or service, and things are looking good.
Then it happens.
The dreaded ONE STAR review.
One person had a terrible experience with your business, and they’ve taken to Facebook to let everybody know about it.
What do you do?
That completely depends on the situation. If you truly screwed up, then it’s your job to make it right.
ACTION: Reach out to that customer personally and offer a refund, new product/free service, and a sincere apology.
It’s up to you on whether you want to do this publicly (on the review) or personally (in a message). But it needs to be done.
You’ll likely win the customer back, and sometimes, these customers become some of your most loyal. You’ve proven to them what will happen if the worst case scenario comes true, and their confidence in you soars.
3. If you're getting the same comment over and over... CHANGE something
On the flip side, let’s talk about what to do when you have consistently poor reviews and comments. If you’re noticing your average rating is going down… you should definitely consider making changes.
If you’re getting comments about your clients having a terrible experience checking into your facility, it may be time to hold a training session for your front desk staff.
If you’re getting bad reviews on the shipping time of your products, revamp your shipping strategy to make the process faster.
ACTION: If you’re consistently getting bad reviews, make changes to your process.
4. Don't change your business to please everybody
So, what happens if you receive bad reviews or ratings out of the blue?
Sometimes people take to the internet to complain.
It sucks when your business bears the brunt of that, but you cannot please everybody.
Let me repeat that.
YOU CANNOT PLEASE EVERYBODY.
If your business model is based around supporting law enforcement, and you get hateful comments from people who are inherently against law enforcement, you should not change your business model to convert that one person into a client.
Chances are, you’ll find many people who will seek out YOUR business for the simple fact that you support law enforcement.
Stick to your guns, and let the unfounded negative comments go.