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It was a seemingly ordinary day at our brick-and-mortar biz, filled with laughter, customers, and the hustle and bustle of daily business. Then, it happened…I received a notification on my phone—a one-star review popped up on our google page. My heart sunk. The initial shock and disappointment hit me like a ton of bricks. I wanted to scream and cry all at the same time.
But my friend, in that moment, Kyle and I realized the importance of taking a step back and PAUSING. After venting about the customer situation for more minutes that I would like to admit, we took a deep breath and reminded ourselves that a single negative review does not define our entire business or who we are as business owner. It was time to put things into perspective and approach this setback with a level head and a determined spirit.
With a cup of iced coffee in hand, I began to ANALYZE the review, seeking out any valuable insights amidst the harsh words. Did this unhappy customer have a valid point? Were there areas where we could improve and provide an even better experience? We set aside my ego’s and dug deep, looking for ways to turn this situation around.
Handling negative reviews is not the most enjoyable part of being a business owner, but it is vital to the success of your physical storefront. The way that you respond to review will impact how potential customer perceive your business.
In this episode we share exactly how we handle negative reviews so you can feel equipped if a less than average review comes your way. AND we are sharing one of our favorite tools for increasing positive reviews at your business.
This is a juicy one, my friend, so grab your favorite beverage and hit play!
Links Mentioned in this Episode:
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