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Dealing with Negative Reviews

Last night was #WedBizHour on Twitter and we hosted an interesting topic as part of our chat. We all hope it is something we won’t have to deal with, but as a business grows the chance of receiving a negative review becomes higher. Emotions run high in the wedding industry as we are dealing with the biggest day of people’s lives and this can add fuel to what is often an already burning fire.

There was some great advice given and some good tips shared on our Twitter chat and the overriding consensus was that it isn’t a problem getting a bad review, in fact it shows you are only human, it is about how you deal with it that counts. Always acknowledge a bad review and thank the person for bringing it to your attention, address the comments in a calm and professional manner and empathise with the customer and let them know their complaint is being dealt with.

How many times have you wanted to shout and scream at a utility company and you phone up all guns blazing? You then start speaking to someone who is empathetic and makes you feel like they care about you and your plight and immediately you start to calm down. By the end of the conversation you are thanking them for being so helpful and the fire has been put out. That is exactly what you want to achieve if you receive a bad review on your website, your social media pages or by email.

For more top tips on dealing with negative reviews you can read our transcript of the Twitter Chat here…

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