This past week, two of our clients received negative reviews on their Google listings. The first is an on-again/off-again client whose website we designed, whereas with the second, we’re actively helping them generate a positive digital reputation.
Although this was a little bit of a surprise, on the other hand, I somewhat expected this. The reason for that has nothing to do with the clients themselves. They’re both very good at what they do (which makes our job easier).
In fact, it actually comes down to the simple realization that statistically you just can’t please everyone. With the first client, I know that he had worked his tail off to help this customer have a positive experience, despite the fact that his customer was hard to reach. Meanwhile, the second client is dealing with something far more severe: Pure defamation.
Why go into such explicit detail over a couple bad reviews?
Because reviews are ultimately the lifeblood for small and medium-sized businesses. A couple bad reviews on any of the major platforms, such as Facebook, Google, or Yelp, could lead to countless missed opportunities in the marketplace.
Regardless of whether you’re dealing with a frustrating client, defamation, or simple miscommunication, there is a definitive “right way” and a “wrong way” to response management.