"How to Navigate Negative Reviews from Unreliable Clients: A Professional's Guide"

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Recently, I got my feelings hurt. Those who know me and have worked with me, know that I am always striving to learn new techniques, technology, increase my communication skills and well, how to love myself.

We all love kudos! I cannot tell you how much it warms my heart to hear someone shreek with thrill of how far they have come in their business through coaching, or listen to their excitement when looking at their website for the first time after we have designed it.

But it all can't be good right? I mean, we learn from our failures.

Well, over the last 3 days, I have learned from mine.

After countless no shows, cancellations and several ghosted emails, I had a client reach out upset that things were not completed and they were not seeing results.

I did voice my frustration via email (which is never a good idea) how difficult it is to build a website when you have asked for content for two months and have not received it. In this very email, I discussed how I would still be happy to work with them, even past the expired contractual period. Guess What? Ghosted again!

3 weeks later, I was lucky enough to open my phone on a Sunday to a bad review

It set the tone for the rest of my day.

I felt like a failure. I ate my feelings and proceeded to wallow in my sorrow.

I reached out to the client and expressed how frustrating it was to work with him due to his lack of follow through and his words were "That is why I hired you"

While I'm not sure how I can fix someone's follow through skills, I am sure I can re-evaluate my own steps and see how I can do better in the future.

Here are the steps I can take to navigate negative reviews

Stay Calm and Objective:

 It's natural to feel upset or defensive when faced with a negative review, especially from someone you consider unreliable. However, it's crucial to remain calm and approach the situation objectively. Avoid responding impulsively or emotionally.

Assess the Validity:

Evaluate the negative review to determine if there's any merit to the client's complaints. Consider factors such as the specifics of their experience, the context in which it occurred, and whether similar complaints have been raised by other clients.

Address Legitimate Concerns

If the negative review contains valid criticisms or concerns, take proactive steps to address them. Respond to the review professionally, acknowledge the issues raised, and outline the steps you're taking to resolve them.

Maintain Professionalism

Regardless of the client's reliability or the nature of their review, always respond with professionalism and courtesy. Avoid engaging in arguments or personal attacks, as this can escalate the situation and reflect poorly on your professional reputation.

Provide Context (if necessary)

In some cases, negative reviews from unreliable clients may lack context or be based on misunderstandings. If appropriate, provide additional context or clarification to help other potential clients understand the situation better.

Encourage Positive Feedback

Actively encourage your satisfied clients to leave positive reviews to counterbalance any negative feedback. This can help mitigate the impact of negative reviews from unreliable sources.

Seek Resolution Privately (if possible)

 If the negative review involves specific issues that can be addressed privately, consider reaching out to the client directly to resolve the situation. This demonstrates your commitment to customer satisfaction and may result in a positive outcome.

Focus on Overall Reputation:

 While negative reviews can be frustrating, it's essential to focus on building and maintaining your overall reputation. Consistently delivering high-quality service and actively engaging with your clients can help mitigate the impact of negative feedback.

Learn and Improve:

Use negative feedback, even from unreliable sources, as an opportunity for growth and improvement. Consider whether there are any recurring themes or areas for improvement that you can address in your professional practice.

Monitor and Respond

Regularly monitor your online presence and respond promptly to any new reviews, both positive and negative. Demonstrating your responsiveness and commitment to addressing feedback can help mitigate the impact of negative reviews over time.