How To Respond To Negative Reviews

You provide fantastic service to your clients all day long. You give maximum effort. Ninety-nine out of every one thousand clients are happy, even thrilled, with the quality of the experience you provide to them.

Then there is that one person.

There is that one person who has an issue and, instead of addressing it directly with you, broadcasts it to the world via an online forum.

Or maybe you give a speech to 100 people and one person stands up and tells everyone that what you have to say is a pile of horse manure. How do you handle that?

This video answers that question, asked by Dr. Todd Narson of Miami Beach, FL.

Here is the transcript from this episode of Four Minute Fixation:

How To Respond To Negative Reviews

Hi, it’s Dave Lorenzo. Welcome to another edition of the Four Minute Fixation. Once again, it’s time to grab a hold of my big old mailbag and reach in and whip out another great question from one of our viewers. Today’s question comes from Dr. Todd Narson. He is the owner of Miami Beach Family and Sports Chiropractic Center.

Todd asks us: “How do you respond to your critics without looking really foolish?” He gives as an example Donald Trump’s presidential campaign where he made an announcement and he insulted an ethnic group of people, and ended up losing his TV show, and the Miss Universe Pageant from the Univision Network and that sort of thing. Todd wants to know how you respond to your critics without looking foolish and without doing damage to your business.

Now, Todd, this is a great question because I hear from business owners all the time that they’re receiving Yelp reviews, reviews on the website Yelp, or even reviews through Google or on any different type of review site, or perhaps they’re even getting cited on ripoffreport.com, and they want to know how they can respond to these things.

First and foremost, if you don’t need to respond at all, if the evidence overwhelmingly supports you doing a good job and there’s one or two negative reviews, don’t worry about it. You can respond directly to the business owner and ask them to contact you so that you can address their concerns, but you don’t have to get into the specifics of what they’ve written. The best way to respond if there is 50 or 100 great reviews and one negative review is simply to write to the business owner and say: “I’m awfully sorry that you had this experience with us. I’d love to discuss it with you and see if we can find a way to make things right. Please contact me directly at your earliest convenience,” and put a way for them to contact you on there.

That’s a professional way to respond. Now if it’s a vicious, horrible, malicious attack and it’s unfounded, and it really just gets your blood boiling, I’d encourage you simply to ignore it. There’s an expression that you never want to wrestle with a pig because the pig enjoys it and you’re only going to get absolutely filthy in the process. It’s never a good idea to get into a fight or an insult match with a client, a prospective client, or even with a competitor. No one looks good when that happens. Although at the time of this recording we’re in the middle of this whole Trump candidacy and a lot of people are fired up and they think that he’s looking really good because he’s attacking specific people in his own party, that’s not going to end well.

As we record this, I’m going to tell you that he’s leading in the polls. We haven’t had any debates yet, but he’s not going to wind up being the nominee of his party. He may end up making something out of this whole campaign. He may end up getting a great opportunity to be some sort of commentator or figurehead within the party or on a network that’s favorable to that type of commentary, but he’s not going to be the nominee for President of the United States because he does not appear presidential.

You should feel the same way when you’re responding to people who criticize you. Address the issue, don’t address the person. If someone attacks you personally, don’t respond to personal attacks because personal attacks on the part of a business to an individual, particularly an individual who’s given the business money, that looks unprofessional. First and foremost, address the issue, respond to the issue, and offer to try and make things right. Never ever attack someone personally. Thanks, Todd, for your question.

Those of you who have more questions, you can post them on Facebook at Facebook.com/fourminutefixation.

You can also send me your questions on Twitter.

I’m @TheDaveLorenzo on Twitter.

That’s been the Four Minute Fixation Mail Bag question for this week, where we’re fixated on your questions and helping you make a great living and live a great life.

Here are some additional resources you can use to help you grow your business, make a great living and live a great life:

How To Use Feedback To Improve Your Business

This video is all about deciding which feedback you should follow and which feedback you should disregard.   Not all feedback is valuable. This episode of Four Minute Fixation will help you sort that out.

Ditch The Guilt And Become More Productive

We don’t get things done because we make ourselves feel guilty. That’s right. Each of us is responsible for our own day-to-day activity. When things are not accomplished we feel bad. You can release yourself from this prison. This episode of Four Minute Fixation explains how.

Bonus Video:

How To Prioritize Your Schedule

This video will help you decide where to spend your time. What most people don’t realize is they are investing their time on things that are not really important. This video will help you figure that out.