Receiving a negative Google review can be a painful experience for any business owner. But for a bridal hair and makeup artist, it hurts because it’s your craft that is in question. It stings, and your immediate reaction might be to defend your reputation. However, it’s important to remember that it’s not the end of the world, and there’s a constructive way to deal with it!
Step 1: Don’t React Emotionally
The first and most crucial step when dealing with a negative Google review is to avoid an emotional reaction. Give yourself a minimum of 24 hours to process your feelings. It’s natural to be upset, but lashing out or responding impulsively will only make the situation worse. Take a deep breath, step away from the keyboard, and let your emotions settle.
Step 2: Analyse the Review
Take a careful look at the review and try to understand your client’s perspective. Are there any valid points or issues raised in the review? Even if the review seems unfair or unwarranted, there may be something to learn from it. You can ALWAYS use situations like this as an opportunity to improve your business.
Step 3: Craft a Respectful Response
When you’re ready to respond, it needs to be respectful and professional. Start your response with a thank you for their feedback and acknowledge their concerns. This shows your commitment to listening to your clients, even when the feedback is negative. Offer solutions, apologise if necessary and try to resolve the issue. This shows potential customers that you are proactive in addressing concerns. If the issue is complex or sensitive, offer to take the conversation offline, but always make sure to follow up and resolve it.
Remember, a single negative review does not define your bridal hair and makeup business.
It’s how you handle it that matters most.
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