Someone just threw a rock at your baby. Straight out of left field, in front of the whole world. Now everyone is circling around, taunting, "Whataya gonna do about it?"
Bad reviews are inevitably frustrating, but they can also be invaluably fruitful for your brand.
Today Caleb and Brandon give you a powerful process for crafting responses to bad reviews and turning rude customers into a powerful marketing force for your business.
This one is super practical, packed, and backed with research and examples!
Episode Highlights:
0:00 Preview
0:55 The Knuckleheads
1:44 Emotional Responses
3:08 What a Good Process Will Do For You
3:50 Why Bad Reviews Are Actually Good
5:39 5 Steps to Awesome Review Responses
6:04 What you should NOT do
7:18 An idiotic explanation
8:35 Step 1: Start with Empathy
10:40 Step 2: Apologize
11:00 What the Public Actually Thinks
11:39 Communicate Values
12:30 The Power of Voicing as an Owner
13:35 Ask for Forgiveness
14:14 Provide a Solution (unreasonably generous)
15:21 An Awesome Book on Service
16:06 The Scary Statistics of Customer Complaints (see below)
16:56 Review of the Process
17:17 A Real Example
19:21 Crafting the Powerful Response
20:45 Being Specific and Accessible
24:25 Should You Hire a Lawyer?
25:10 How to Navigate Google Reviews
26:00 Should I Hire a Company to Create Good Reviews?
28:00 Active Solution vs. Reactive Solution
28:30 Thank you for helping us reach our 10th episode!
28:54 Exciting News
Links mentioned in this episode:
Good Company (book) by Tim Miles: https://www.amazon.com/product-reviews/061566511X/ref=cm_cr_unknown?ie=UTF8&filterByStar=five_star&reviewerType=all_reviews&pageNumber=1#reviews-filter-bar
The Scary Statistics of Customer Complaints (study): https://www.adrianswinscoe.com/2010/05/not-many-complaints-but-still-losing-customers/
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