The online bad review extends out to all types of professions— not just to us here in the event world. But we know all too well that when dealing with clients and big events, negative feedback can definitely make us sweat and if handled poorly, hurt our business. However, there is good news: a bad review doesn’t have to break you. What really matters in these situations is the way you handle that client who claims to be disappointed. How you rise to the occasion will really help how your current and future clients see you and your business.
That being said, here are a few ideas to keep in mind whenever you come face-to-face with the dark cloud that is the bad review:
Keep it together. I know it’s easier said than done, but being keeping your cool is going to be your biggest helper when you come across the bad-mouthing review. The absolute worst scenario would be you jumping online to respond to the unhappy client when you’re heated and defensive. Take it easy, read what they’ve said, and consider it.
Now, join the convo. You’ve calmed down and you’ve thought about the feedback. Now it’s time to respond, but make sure you do so in a professional and pleasant manner. If necessary, make yourself smile the entire time you type out your response. This response should include an apology along with you asking what you can do to resolve the situation. You could also use this opportunity to take the negative feedback and bring in more clients by highlighting all the positive traits of your business. I once read a rather negative review for a caterer and was so impressed with the owner’s response that I ended up adding her to my vendor list— oh, and I’m very happy with my decision. Just remember that a carefully crafted response can be your saving grace.
Ask for positive reviews. Encouraging clients to hop online and give you a thumbs up after they’ve showered you with compliments about your service is completely acceptable. As a matter of fact, it should be a required action. If the client has voiced their satisfaction with your business, they’re most likely going to be inclined to tell the world how happy they are with you. More and more positive reviews will outweigh the negative. Don’t be shy, if you know you’re business is worth five stars, then by golly ask for five stars!
Learn from it. So maybe you know the bad feedback is justified— we’re all human and we make mistakes. Now is the time to fix it. Not only will you need to set out to right the wrong, you’ll also need to make sure you take this time to learn from the mistake. Then you can improve, and improving your business for one client means you’ll improve for them all. Bada bing, bada boom.
Keeping in touch with every client— happy or unhappy— is critical to the game. Customer feedback is what can help you learn in what areas you need to improve in your business. Encountering bad reviews can be the pits, but by handling them like the cool headed professional you are, you can achieve greatness. How? By learning what needs to change and also by recognizing what it is that your business does best. Just be sure to always know in the long run that giving great customer service should forever be your number one priority.
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