Compartmentalizing parts of ourselves and our work lives has an alluring pull… much like an Innie to a Musical Dance Experience (MDE). However, as business owners, the reality is that we often feel that we are one and the same. This is probably why it is so frustrating and hurtful when our business receives an unwarranted, negative online review. It’s like, “C’mon, man! I’m doing the best I can with all of these goats in this room!” The review becomes personal and sometimes it feels like it’s a review of our Self.
“You can’t just let negativity defeat you. You can’t just block it out either. You need to engage with it, learn from it.”
— Ricken, from Severance
Let’s start with what NOT to do. Don’t avoid responding to the review. Silence does not help your case and makes it seem like you aren’t interested in resolution. Connection is what helps us to avoid a stark, isolating existence.
Often, whatever issue has been posted about may boil down to a difference in communication styles. Take the time to read through your online reviews. You can gain valuable knowledge about your business from what’s being posted online. Listen to what is being said in the online review. Maybe there are some areas that could be improved?
We understand that negative online reviews can feel like personal attacks and an initial emotional response may feel natural. However, before you harness the wrath of the Four Tempers and get into a virtual yelling match, take a breath, open a new browser window, and realize that you and your business are separate entities. Use PostBack.com to respond and tell your business’ side of the story without it being personal. To help, we’ve created a suite of easy-to-use, pre-populated options that you select to create your Postie in response to the original review in no time! This keeps you out of the “Break Room” to be reprogrammed, while also keeping your legal team happy. Watch our explainer video for an overview of how PostBack works »
“You can’t be whole if you’re disconnected from the parts of yourself that matter most. Work is only a part of who you are, not all of it.”
— Ricken, from Severance
Running your business, staying on top of social channels, and juggling your life can be overwhelming. Don’t disconnect, though. Put together a plan for how your business will monitor, review and respond to online reviews. Take advantage of free tools like PostBack that help make responding to reviews easy and fast. Remember to continue being the You You Are. You and your business are separate things. Now go ahead and hire that marching band, have yourself an MDE and throw in a waffle party, because you deserve it!
Note: If this didn’t make any sense to you, you probably need to go watch Severance first. It’s one of the author’s favorite shows… if you couldn’t tell.
Don’t take a Severance approach to your online reviews… Stay present with them
It can be easy to disconnect from your online reviews.. but don’t do it!
VIDEO TRANSCRIPT:
Don’t shut out bad online reviews. They have a purpose and should be heard, too.
Sometimes you may feel like shouting: “C’mon! I’m doing the best I can with all these goats in this room!” Harness your Tempers… and stay connected to your online reviews. They are still part of your business.
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