Bad reviews are an inevitable part of running a business, but they can feel overwhelming, especially for those less comfortable with technology. Recently, I received a frantic call from a long-time friend experiencing this very issue. Here’s what happened and the key lessons learned.
The Frantic Call: A Bad Review Panic
My friend was in full-blown panic mode. His company had received a bad Google review, and as someone not particularly tech-savvy, he didn’t know what to do. I tried to calm him down by explaining that:
• Bad reviews are normal.
• They can be addressed constructively by responding with empathy and a commitment to improve.
But then he shocked me:
“No, you don’t get it. It’s on my website!”
The Source of the Problem: Automatic Review Feeds
As it turned out, his web developer had set up his website to automatically feed Google reviews onto the site. This meant bad reviews could appear without notice or control. After reassuring him, I took these steps to fix the issue:
• Identified the Source: The automatic feed displaying Google reviews.
• Suggested a Solution: Switching to an approval-based system for reviews.
• Made Immediate Changes: Adjusted the settings to prevent unreviewed content from appearing on the site.
The Solution: Quick Fix and a Little Humor
While on the phone, I quickly fixed the issue. But I couldn’t resist teasing him a bit:
“This might take months to sort out.”
After a long silence, he caught on:
“You’re messing with me, aren’t you? You did it already!”
We shared a good laugh, and he thanked me for the quick resolution.
Key Takeaways for Managing Online Reviews
This experience highlighted several important lessons for anyone managing an online presence:
• Monitor Your Website Regularly: Be aware of how your website displays reviews or other external content.
• Understand Website Functionality: Know if automatic feeds are enabled and how they work.
• Switch to Approval-Based Systems: Ensure reviews are reviewed internally before they’re displayed publicly.
• Address Bad Reviews Constructively: Respond with empathy and use the feedback to improve your services.
Final Thoughts
Helping my friend with this issue was a good reminder of how critical it is to stay on top of your online presence. Even simple fixes can make a big difference in maintaining a professional image.
