A client of mine today received a negative review today, and the discussing around the office was discouraged and sad. This is a company that has not had a negative review in years; 5-star rating on every social media and business rating system – Angie’s List, BBB, Home Advisor, you name it!
Let’s discuss a very important truth: Potential clients need to see a negative review every once in a while. You should be proud of the review. It didn’t say you had bad quality, it didn’t say you didn’t show up on time. The review said “price seemed high for amount of work they did”. So she’s not saying you did a bad job, she’s saying “I wanted an expert but didn’t want to pay for it.” She wanted Champagne service on a Beer budget!
Potential clients should see negative reviews about your company. Not a lot, but a couple! It allows them to see that your company is honest, and not only allowing / posting the positive reviews. It shows that the company is “human”, because most people are going to know “You can’t please everyone!”. I personally, seek out the negative reviews when I am purchasing a product or looking for a new service. I want the honest feedback of the customers.
So next time that rare negative review comes in, don’t feel bad and think you did a bad job. Rejoice in that your clients feel comfortable giving you honest feedback. Now if it speaks of quality or the work done, then make sure you reach out and deliver what is promised. But if it’s about price, that’s OK, in my book.