Bad reviews can get anyone down, even the most seasoned of pros. In this article, we talk about why bad reviews are bad for business, how to deal with them, and how to avoid them in the future.
Client reviews are generally good for your business, as we detailed in this article. To recap, reviews:
- Boost your website SEO
- Help your clients find you online
- Encourage clients to trust you
- Give you an idea of what clients think
- Allow you to maintain relationships with clients
Whether it’s on Facebook or Yelp (preferably both!), you can always use client reviews to your advantage. For instance, you can feature your best reviews on your website or social media accounts. You can even contact a client and ask them for a video interview! That’s content not just for your website and social media channels, but also for your newsletter.
Of course, everyone receives a bad review at one point or another. Sometimes, it’s an accident. Or maybe it’s an honest mistake. You could also encounter a client who is impossible to please. After all, no matter how good you are, you can’t make everyone happy.
So, how do you do cope with a bad microblading review? How do you respond? And how can you avoid them from even happening? Keep reading to find out.
Bad reviews can affect your reputation
One bad review won’t destroy your career. However, if most of your reviews are negative, then your rep will definitely take a hit. Clients are less likely to trust a business with bad reviews, especially in our line of business. And who can blame them? We constantly deal with needles and our work is literally called “permanent.”
That said, it’s important to avoid bad reviews at all costs. However, if you find yourself faced with a negative client review, here’s what you can do.
Dealing with dissatisfied customers
Have you ever left a bad review in the past? Or maybe got tempted to, at the very least? If you have, then think of the emotions you felt after receiving unsatisfying service. Likely, you felt disappointed and betrayed. You were really hoping for the best, but then you got something that…wasn’t.
That’s how your clients are feeling as they write those negative reviews. So, if you were them, how would you like the business to respond to you?
First rule of thumb: don’t leave them hanging. Respond to their reviews. Otherwise, other clients will see that review and think you don’t give a hoot at all about your customers. That’s not a good image to have.
When replying to distraught clients, here’s what to keep in mind:
1. Make them feel heard.
Don’t dismiss your client’s concerns or feelings. They need to see you taking responsibility for whatever mishap they experienced. If what happened was an accident, a good line could be:
Hi, (Name). That shouldn’t have happened, and we’re going to do our best to fix this.
If what happened was a mistake on your part, you can try using:
Hi, (Name). We’re continuously working to make our services better. Rest assured your feedback will drive us to provide a better experience.
2. Ask them how you can help.
If a client wants to rant, let them. But provide a better avenue. Something like this:
Can you tell us in detail what went wrong during the procedure? We’d love to offer assistance in any way we can. Our e-mail address is (firstname.lastname@example.org).
Better yet, show them you’re taking matters into your own hands.
We’ll reach out within the day to offer assistance in any way possible. Our representative will contact you through the numbers you provided in your information sheet.
3. Express gratitude.
Even though it’s a bitter pill to swallow, a bad review can push you to become better. It’s a learning experience, and it’s only fitting that you say as much to your client. A simple sentence like the one below is a professional and nice end to a reply.
Thank you for your feedback!
All in all, your reply should resemble this paragraph:
Hi, (Name). That shouldn’t have happened, and we’re going to do our best to fix this. We’ll reach out within the day to offer assistance in any way possible. Our representative will contact you through the numbers you provided in your information sheet. Thank you for your feedback, and we look forward to speaking with you!
Hi, (Name). Can you tell us in detail what went wrong during the procedure? We’d love to offer assistance in any way we can. Our e-mail address is (email@example.com). We’re continuously working to make our services better. Rest assured your feedback will drive us to provide a better client experience. Thank you for reaching out to us!
Next up: what to say if the client is being unreasonable and how to avoid bad reviews in the future. Check out part 2 of How to deal with bad microblading reviews.