The Pet Business Owner’s Guide For Gracefully Handling Bad Reviews

No one likes to hear negative feedback in a review, especially about the pet business you’ve poured your heart and soul into. 

But here we are– in a digital age where opinions are freely shared online. So bad reviews are something every pet business will face at some point, whether you’re in pet retail, pet care service, dog training, dog grooming… you name it! BUT, you can handle bad reviews of your pet business with grace and turn a potentially negative experience into a positive opportunity for growth.

First, let’s understand the impact of bad reviews on your pet business:

Let’s face it. Reviews of your pet business hold weight! Especially negative ones. Studies show that a single negative review can drive away 22% of potential customers. Despite this, 78% of consumers feel reassured seeing management respond thoughtfully to reviews. It’s a clear indication that how you handle feedback can significantly impact your business’s perception.

So, how should you respond to negative pet business reviews?

First, as a general rule of thumb, reply to EVERY review if possible. The good, but especially the bad ones. Many potential customers want to see genuine care and appreciation for feedback demonstrated by the owner, and your response will show just that. A reply highlights your professionalism, empathy, and commitment to improvement (and excellence!)

 Here’s a step-by-step guide for tackling negative reviews of your pet business:

Step One: Stay calm and take time to reflect.

Before you do anything, take a moment to calm down. Reacting in the heat of the moment can lead to a response you might regret later. Read the review carefully to fully understand the customer’s concern, then step away to process. 53 percent of consumers expect a business to respond to the negative ones within a week. So you have some time!

Step Two: Acknowledge and apologize.

Begin your response by acknowledging the customer’s experience and offering a sincere apology. Even if you believe the review to be unfair or inaccurate, showing that you take their feedback seriously can go a long way in diffusing the situation. 

Explain why things may have happened a certain way, whether it’s a policy you have in place or a decision made for a specific reason, and empathize with the customer’s reaction. If it applies, you can insist that their feedback will encourage you to look into further training surrounding the situation to avoid any miscommunication moving forward.

Step Three: Offer a solution.

If possible, offer a solution or remedy to the issue raised in the negative review. Whether it’s a refund, a discount on future services, or an invitation to discuss the matter further offline, showing that you’re willing to make things right can help restore faith in your business.

Example: “We’d love to discuss this further with you and make things right. Could you please contact us directly at [contact information] at your earliest convenience?”

Step Four: Thank the reviewer.

Yes, this can feel tough if you don’t entirely agree with the review. But regardless of the tone of their review, showing appreciation for the time they took to write it reinforces the message that you value customer input.

Example: “Thank you for your feedback! Hearing about our customers’ experiences helps us to improve our services and processes, so it’s much appreciated.”

Extra tips for responding to negative business reviews:

Keep it professional.

Personalize your response as much as possible while keeping a professional tone to ensure sincerity. Don’t get defensive or engage in a public “he said, she said” back and forth thread. If your reviewer wants to keep the conversation going, try your very best to take it offline. 

Highlight improvements you might’ve already made in light of the review.

If the negative review points out areas for improvement and you’ve taken steps to address these issues, mention this in your response! This demonstrates your commitment to continuous improvement and improving your customer’s journey. Give a specific example of their feedback in action if you can!

Look at it this way– pet business reviews are opportunities! Even bad ones!

We totally get it–negative reviews can initially feel disheartening. But once you can pick yourself up and dust yourself off, you’ll see that they offer invaluable opportunities for growth and improvement. Plus, the only reason you are so emotionally affected by them is because you CARE! That is a very positive thing.

Responding thoughtfully and taking action can help you turn potential negatives into positives. Remember, a well-handled bad review can sometimes be more powerful than a straightforward positive review because it showcases your business’s commitment to customer satisfaction! 

You can also take this as an opportunity to encourage MORE reviews! Don’t shy away from asking for reviews from all of your customers, including the satisfied ones. The more positive reviews you have, the less impact a negative one will have. Consider implementing a system to encourage reviews post-purchase or service, like follow-up emails or incentives for leaving feedback.

Bad reviews are NOT the end of the world for your pet business, no matter how personal they can sometimes feel. If you handle them gracefully, they can be stepping stones to a better, stronger pet business that truly understands and cares for its furry clients and their humans. Remember–it’s not the bad review that is a direct reflection of you and your business. It’s HOW you respond to it that defines your business’s character and resilience.

Want to hear some of the bad pet business reviews Candace has survived? Tune in to episode 115 of the Boss Your Business Podcast titled, “Navigating The Good, The Bad, And The Ugly Reviews Of Your Pet Business.”

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