What to Do When You Get a Bad Review

Send us Fan MailSomeone 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 Preview0:55 The Knuckleheads1:44 Emotional Responses3:08 What a Good Process Will Do For You3:50 Why Bad Reviews Are Actually Good5:39 5 Steps to Awesome Review Responses6:04 What you should NOT do7:18 An idiotic explanation8:35 Step 1: Start with Empathy10:40 Step 2: Apologize11:00 What the Public Actually Thinks11:39 Communicate Values12:30 The Power of Voicing as an Owner13:35 Ask for Forgiveness14:14 Provide a Solution (unreasonably generous)15:21 An Awesome Book on Service16:06 The Scary Statistics of Customer Complaints (see below)16:56 Review of the Process17:17 A Real Example19:21 Crafting the Powerful Response20:45 Being Specific and Accessible24:25 Should You Hire a Lawyer?25:10 How to Navigate Google Reviews26:00 Should I Hire a Company to Create Good Reviews?28:00 Active Solution vs. Reactive Solution28:30 Thank you for helping us reach our 10th episode!28:54 Exciting NewsLinks 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-barThe Scary Statistics of Customer Complaints (study): https://www.adrianswinscoe.com/2010/05/not-many-complaints-but-still-losing-customers/Sign up for our bonus-packed newsletters: https://frankandmaven.com/Do you have a marketing problem you'd like us to help solve? Send it to [email protected]!Get a copy of our Best-Selling Book, The Maven Marketer Here: https://a.co/d/1clpm8a