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  • It's Q&A Tuesday..

  • Q: Grace from Georgia writes ...

  • Hi Marie. My mom ran across your website, did she really? kidding! My mom ran across

  • your website .. (laughing..)

  • Here's my Q:

  • How do you deal when haters have written negative reviews about your company?

  • While most of my clients have been happy and written positive reviews, there's a few nasty

  • ones out there on the internet that bug me and can still be found through the Google.

  • Of course I've learned from the bad reviews and and am ready to launch a new product,

  • but I'm paralyzed with fear that many people will throw the old reviews back in my face.

  • The fear is stopping me from wanting to try again, which I hate because I know there are

  • still so many more people I could help. How do you handle the haters who haunt you when

  • trying to move forward?

  • A: Grace, great question! Negative reviews can be really painful. Let's face it, no company

  • or person is perfect so this is something that potentially all of us have to deal with

  • at some point or another.

  • One thing my dear, I notice that you refer to people who leave negative reviews as haters.

  • But you know what?

  • Criticism isn't just from haters. It could be from someone who bought a product from

  • you who had really high expectations that weren't met. You want to take that as legitimate

  • feedback.

  • That stuff is gold girl. What it really is an opportunity to learn how you can improve

  • your business, and, depending how you respond is an opportunity to show people what you're

  • made of.

  • As you know, you can't erase negative reviews from the internet, but what you CAN do is

  • handle the criticism with a very smart strategy. And guess what girl? You can even make negative

  • reviews good for business!

  • Here are 3 steps to take to deal with negative reviews.

  • Step #1. Thank the reviewer and apologize.

  • Kick off your response by thanking them for taking the time to offer feedback, and genuinely

  • apologize. If you don't know how to genuinely apologize and most people don't, you can check

  • out this video here here coz will help you!

  • http://www.youtube.com/watch?v=y63J3JnSsZI&list=PLEA6BDA790659DB9D&index=1&feature=plpp_video

  • Take responsibility for what went wrong and do not be defensive. This is about owning

  • up to it and letting the reviewer know that they've been heard.

  • For example, on a popular site like Trip Advisor, you'll often see a negative review followed

  • up by a response from the hotel saying something like this: Thank you for taking the time to

  • comment on your stay with us. We acknowledge that problem and sincerely apologize . . .

  • Whenever you have the opportunity to comment back, do it because whoever is gonna see the

  • bad review, will also see your thoughtful response. And.. this is very important: do

  • not criticize them for criticizing you. You wanna always take the high road.

  • Step 2 is you need to explain EXACTLY what you're doing to fix the problem.

  • You can mention things like new policies, new technology, or additions to your staff.

  • The point here is to give specific details on the issues mentioned and tell them what

  • you're doing to ensure this never happens again.

  • Step #3 and this is THE MOST important. You need to make it right.

  • Let the reviewer know that you are committed to making this right. Give them an email address

  • or phone number and invite them to contact you offline. Understand that making it right

  • can mean giving a full refund or giving them an opportunity to experience your product

  • or service again on the house.

  • Once you've taken these steps you need to refocus all your energy on providing outstanding

  • products and services.

  • Grace from Georgia - that was my A to your Q, hope it helps and most importantly get

  • your butt back out there.

  • Now I'd love to hear YOUR feedback about negative reviews.

  • Whether you've responded to comments about your business, or you've had issues about

  • somebody else's business, let me know all the juice in the comments below.

  • ===========

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  • Thank you so much for watching and I will catch you next time!

It's Q&A Tuesday..

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