Bad Reviews: How to recover
I wrote a thing! I had a few convesations recently on Bad reviews so I wrote up my own personal process. If you do not know me well yet, you will not know that I have a process for pretty much everything!!! I feel using a process is a wonderful lens to take it off of you personally and something to push bad reviews through so you can come out of the feels, new and improved I hope i helps. If you want something else on anything else please let me know. Speak soon Jamie
Reviews can be the most wonderful things - they assure future clients or customers that your service or products are worth investing in. But when a bad review lands it can be crushing. When you’re working your arse off running your own business, an unfavourable review can really knock you for six. And because you’re a one-person-band, those criticisms really poke and pick at your soul. It's like they have a hotline to your deepest insecurities.
For me, I find it’s important to have a process to filter through so you can pick yourself up again and start to transform the negatives into positives.
So, let me share my action plan to help bounce back when those not-so-nice reviews hit your doorstep. Trust me, you're not alone in this!
Stage 1: Let It Out
When you’ve read a review that makes you want to scream, go ahead and do it! Get mad, feel upset, and blow off some steam. Call up your best buds and let it all out. Seriously, you can't just bottle up your emotions. Give yourself time to vent, but don't let it drag on forever.
You know what? Feeling upset about a bad review shows you actually care. It shows you're invested in what you’re doing and always striving to improve. So, don't beat yourself up for having those feelings. If you were completely indifferent, I'd be worried.
Stage 2: Review the review
Now, let's dig into that review, break it down and find some gems of truth.
Here's the trick: distil the review into short, no-nonsense sentences that pinpoint the real issues. Stuff like "Didn't listen," "Took too long to deliver," or "Failed to manage expectations."
Now, filter out the constructive feedback from the noise. Ask yourself:
- Was this person my ideal client?
- Did they have the right attitude?
- Are they even a good fit for what I offer?
- Ultimately are they just being a big mean Karen?
Treat it like an interview, assessing if they would be a dream customer. Are they just the kind of person that goes out of their way to be mean in what they are saying?
Remember, just because they said it doesn't mean they're right. You're the boss here!
Stage 3: Solve the Mystery
Time to get into detective mode! Take a good look at your process, workflow, or whatever system you have in place. Figure out where things went south and why. Was there a missing step, or miscommunication? Even the tiniest change can make a world of difference. Get creative and sketch it out if that helps! Again pull these out as simple sentences.
Stage 4: The Real Scoop
Use what you have learnt from stages 2 and 3, and examine what issues truly caused the bad review. Be honest with yourself. Then, give each issue a percentage which represents the individual impact each issue plays within the review. This way, you can decide which action points need your attention and which ones you can let go.
Here’s an example
“Person was wrong kind of client for what we wanted to deliver” 20%
“They are just a mean person, looking for reasons to be more mean” 30%
“Expectations were not managed” 30%
“We could have communicated better along each stage” “20%
From this come up with action points to move forward.
There is a world that exists here where you attribute a 100% value to them being just a bad customer. BUT are you really saying there is not 2% even you can improve on. Do not let your bad reviews be a big negative use them to improve. That's what makes good companies great.
Stage 5: Making Moves
Alright, it's action time! Add those action points to your trusty KANBAN board or whatever system you prefer. If there's a quick fix, go ahead and tackle it now. For the bigger changes, allocate time and resources accordingly. Remember, you're not just fixing things for that one customer but evolving and getting better for the future.
Stage 6: Rise and Shine
Don't dwell on that bad review, my friend. You are amazing and cannot please everyone. That’s not the pursuit, the pursuit is finding the amazing people that are looking for you. Learn from it and move on. Embrace the lessons it taught you and strive to be even more awesome. This process is about personal growth, not just appeasing one unhappy customer. Keep rocking and serving those ideal clients, because they're the ones who matter most.
Conclusion: As a solopreneur or one-person team, dealing with bad reviews can feel overwhelming. But fear not! By acknowledging your emotions, focusing on constructive feedback, investigating the root causes, and taking action, you'll rise above the negativity. Remember, attracting the right customers through killer marketing is just as crucial as delivering top-notch service. Embrace this personal journey my friend, and you'll conquer bad reviews like the champion you are!
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I really hoped that is helpful. If you want more help on anything like this just drop me an email or message.
Speak soon
Jamie
