Let\u2019s Talk Reviews<\/em><\/a><\/strong>, Kathryn reminded us that reviews play an essential role in the wedding industry to provide social legitimacy when the customer base is a one-time-only transaction.<\/p>\nReviews \u2013 good or bad \u2013 act as a preview for future couples considering purchasing your product or engaging your service. While some bad reviews may be true, others may simply be malicious. Regardless, how you respond to a negative review will paint a picture for other couples as to what they could expect from their customer experience with you. That\u2019s why it\u2019s so important that you deal with these reviews maturely.<\/p>\n
We recap Kathryn\u2019s 5-step guide to handling bad customer reviews, below.<\/p>\n\n
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1. Take note of red flags and plan ahead<\/h2>\n
\u201cMore often than not, you know a bad review is on its way. When you copped a bad review, you probably know who it is, you know they are a pain in the arse on the day, and you probably already had red flags about them,\u201d Kathryn said.<\/p>\n
\u201cSo when that review arrives, more often than not, you know this is coming and you can avert the bad review in most cases. You can go back to the relationship to start with; you have open communication, you\u2019d be reasonable.\u201d<\/p>\n
By opening up communication with the reviewer and addressing any missteps early on, you have the potential to not only reduce the chance of a bad review \u2013 but turn the prospects of a bad review into a good one. Rather than dwell on what may have gone wrong, you want the customer to go away from the experience remembering how you handled any hiccups.<\/p>\n\n
2. Don\u2019t be pressured into giving refunds<\/h2>\n
If possible, try to resolve the dispute but don\u2019t give in to blackmail.<\/p>\n
The impacts of COVID-19 caused chaos for most industries, with problems often beyond the wedding supplier\u2019s control. As a result, a single booking could have a detrimental impact on small businesses, so many were forced to stand firm on their no-refund policy.<\/p>\n
\u201cI was talking to some suppliers where a refund of $1,000 was make-or-break whether they were going to get food on the table. So it was actually getting really serious,\u201d Kathryn said.<\/p>\n
If you have exhausted all lines of communication and were unable to reach a resolution, take a lesson from Elsa of Frozen<\/em> and \u201clet it go\u201d, she suggested.<\/p>\n