Episode 13: How to Deal with Customer Complaints, Bad Reviews, and Internet Trolls
Why you have to check out today’s podcast:
- Know the essential things to do and consider when someone leaves a bad review
- Learn what to say and how to respond to negative feedback and bad reviews
Summary
Business owners work hard to get excellent and positive reviews for their products and services to earn the trust and loyalty of their clients. But, inevitably, it will not always go that way. Part of running a business is getting bad reviews and complaints. No matter how you accept and prepare for this negativism, you’ll find yourself sad, frustrated, feeling-not-enough, defensive, etc. And that’s normal because we can’t please everybody. But look at it from a different perspective, you can do something about it. You need to learn how to deal with this feedback, reviews, and complaints professionally.
In this episode, we’re going to focus on how to respond with nasty customer comments, negative reviews, and internet trolls. Know the critical points to consider before replying, suggested scripts on what to reply to difficult customers, the implications when taking conversations off the public, and so much more. Plus, learn the pros and cons of having a Yelp page that can make or break your business. Stay tuned till the end and discover some exciting treats I have for you!
“As humans, the thing that we want is to be seen, heard, and understood. You don't necessarily have to admit fault, but you say thank you for your feedback. We always appreciate feedback in ways that we can grow as a business and serve our clients better.”
- April Meese
Topics Covered:
02:55 – To start a Yelp page or not
03:56 – How getting reviews in social media will help your business
07:03 – Why the beauty industry is not only science but also an art
09:42 – April recounts how she responded to nasty comments towards her
11:53 – The important things to do and consider when someone leaves a bad review
15:11 – Being unprofessional with back and forth replies on bad reviews
17:50 – What Yelp does when someone gives a bad review on your page
19:41 – Asking clients to leave reviews consistently
20:34 – Scripts that you can use to respond to negative feedbacks and bad reviews
23:13 – The implications when taking conversations offline
27:30 – Why it is not recommended to pay Yelp
29:21 – Creating a folder in your computer to store good reviews for motivation
30:47 – Part of being a business is getting bad reviews
33:19 – Announcing that part 2 of the scripts to use during difficult conversations with clients will be available thru enrollment at the Beauty Marketing Content Club
33:58 – Other exciting offers inside the Beauty Marketing Content Club
Key Takeaways:
“Reviews are a part of life. And that social proof can be very strong in our favor.” – April Meese
“Our industry is a little bit tricky because the beauty industry, in general, is a little bit of science, but it's a lot of art. And we know that when the art comes into it, art is subjective, meaning that people have different opinions on what is beautiful. You see, people have way different ideas of what looks good, and that's okay. Like that's what makes us unique. But it makes it also challenging when you are trying to serve a client.” – April Meese
“Know that you can't make everyone happy.” – April Meese
“Think carefully about how you choose your words wisely. Think carefully about how you're going to respond. And the best thing that I would have you do is in your response, say that you're going to follow up with them directly and take it offline.” – April Meese
“Tell your clients to leave reviews for you consistently.” – April Meese
“Part of being in business is you're going to get a bad review. If you haven't got a customer complaining or a bad review, then you haven't been in business long enough because it's just a law of averages.” – April Meese
If you would like to get a FREE copy of my "Uncommon Strategies to Get Clients Now" where I share my signature Client Attraction Formula then click here for that PDF https://www.aprilmeese.com/client-attraction-formula
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