You can’t please all of the people all of the time. As an industry professional with many clients, you’re bound to receive at least one bad review. Unfortunately, that one bad review is unlikely to go unnoticed these days. In this two-part series, we share how to put a positive spin on negative reviews. Here we’ll cover adopting the right mindset and taking the first steps.
First, why should you care about a lone bad review at all? The answer: 84% of people trust reviews as much as personal recommendations, so even a single negative comment can affect your reputation. But don’t despair. A bad review also creates an opportunity to showcase your professionalism, customer relationship management, work ethic and ability to turn things around. So it actually can work in your favour.
Case in point: Among architect Anders Lasater’s numerous five-star reviews is a lone three-star rating. While disappointed, he acknowledged the critique and apologised for the issue, and ended up turning a negative into a positive. “I had many clients tell me that the one review that was most telling was my bad review, because they really liked my response. My response is what made them realise I’m a professional and I’d be a good person to work with,” he says. “What I learned was that a bad review is maybe not a bad thing at all. Maybe it's a good thing.”
Lasater turned a potential pitfall into an advantage, and this guide will show you how you can too.