Every business owner knows that negative reviews are inevitable. You might provide the most exceptional service experience or product in the world, but you still won’t make everyone happy. As much as it stings to see harsh words about your business in print, it’s bound to happen at some point. The key is in how you respond to it and learn from it.
When it comes to reviews about your personal training or health coaching business, ignorance is not bliss. If you are of the opinion that “what I don’t know can’t hurt me,” you’re making a mistake. Consumers read reviews before they engage with a new service provider. Peer influence matters. In fact, a recent study uncovered that up to 97 percent of people read reviews for local businesses, and 86 percent of those people are influenced by negative reviews.
Can you prevent every single grump in the world from leaving a bad review? Of course not. But how you address your bad reviews can be every bit as valuable as preventing them in the first place.
Here are some best practices for keeping your cool when negativity rears its ugly head online:
Take some time to cool off
Bad reviews can be hurtful and frustrating — whether they are deserved or not. You’ve worked hard to build your business and earn the trust of your clientele. It’s difficult to accept that people don’t love your business as much as you do. The worst thing you can do, however, is fire off an emotional response within the first few seconds of…