{"id":7184,"date":"2018-05-01T09:36:36","date_gmt":"2018-05-01T13:36:36","guid":{"rendered":"https:\/\/www.doggroomingcourse.com\/?p=7184"},"modified":"2018-05-01T09:36:36","modified_gmt":"2018-05-01T13:36:36","slug":"dog-groomers-heres-handle-bad-reviews","status":"publish","type":"post","link":"https:\/\/www.qcpetstudies.com\/blog\/2018\/05\/dog-groomers-heres-handle-bad-reviews","title":{"rendered":"Dog Groomers: Here&#8217;s How to Handle Bad Reviews"},"content":{"rendered":"[vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; delay=&#8221;250&#8243;][vc_column_text]While we hope this never happens to you, the reality is that every business, at one point or another, is going to receive poor reviews or negative comments from less-than-satisfied customers.<\/p>\n<p>If you\u2019re a good and reputable business, this shouldn\u2019t happen very often. But even if you\u2019ve braced yourself for it, your heart will still sink when you see that negative review. The key is to take the review seriously but also know how to pick yourself up off the ground so that it doesn\u2019t negatively impact your business and services going forward.<\/p>\n<p>Ready or not, here\u2019s your crash course on handling bad reviews![\/vc_column_text][divider line_type=&#8221;No Line&#8221; custom_height=&#8221;50&#8243;][image_with_animation image_url=&#8221;7193&#8243; alignment=&#8221;&#8221; animation=&#8221;Fade In&#8221; box_shadow=&#8221;none&#8221; max_width=&#8221;100%&#8221; delay=&#8221;250&#8243;][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_80 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.qcpetstudies.com\/blog\/2018\/05\/dog-groomers-heres-handle-bad-reviews\/#Monitor_your_Brand_Mentions\" >Monitor your Brand Mentions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.qcpetstudies.com\/blog\/2018\/05\/dog-groomers-heres-handle-bad-reviews\/#Dont_Panic\" >Don\u2019t Panic<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.qcpetstudies.com\/blog\/2018\/05\/dog-groomers-heres-handle-bad-reviews\/#Investigate\" >Investigate<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.qcpetstudies.com\/blog\/2018\/05\/dog-groomers-heres-handle-bad-reviews\/#Uncover_the_Facts\" >Uncover the Facts<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.qcpetstudies.com\/blog\/2018\/05\/dog-groomers-heres-handle-bad-reviews\/#Respond\" >Respond<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.qcpetstudies.com\/blog\/2018\/05\/dog-groomers-heres-handle-bad-reviews\/#If_it_was_an_honest_and_fair_review%E2%80%A6\" >If it was an honest and fair review\u2026<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.qcpetstudies.com\/blog\/2018\/05\/dog-groomers-heres-handle-bad-reviews\/#If_the_Review_was_Unfounded%E2%80%A6\" >If the Review was Unfounded\u2026<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.qcpetstudies.com\/blog\/2018\/05\/dog-groomers-heres-handle-bad-reviews\/#If_a_Reviewer_Starts_a_War\" >If a Reviewer Starts a War<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Monitor_your_Brand_Mentions\"><\/span>Monitor your Brand Mentions<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Before you can respond to any negative review, you need to know they exist! Monitor all your websites and social media accounts, and have alerts set up for brand mentions outside your website!<\/p>\n<p>You can use Google Alerts to notify you when a specific term is used on ANY website, anywhere. This is a FREE service from Google. Just make sure you put your brand in quotation marks, otherwise you\u2019ll get tons of notices of unrelated content.<\/p>\n<p>By being up-to-date in your brand mentions, you will not only be able to keep up with negative reviews, but you can also see if your marketing tactics are working or if you need to up your game.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Dont_Panic\"><\/span>Don\u2019t Panic<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><strong>Repeat after us: Don\u2019t panic!<\/strong><\/p>\n<p>Anger and defensiveness are expected when you first stumble upon a bad review or negative comment. Hey, you\u2019re only human! You\u2019ve worked incredible hard just for someone to come along and slag it off\u2026\u00a0<strong>who are they to badmouth you?!<\/strong><\/p>\n<p>But the reality is, that\u2019s not a productive attitude.<\/p>\n<p>If you need to vent, do it privately. Make use of a punching bag at the gym or scream into a pillow if you really need to\u2026 but don\u2019t let any colleagues or clients see you sweat![\/vc_column_text][divider line_type=&#8221;No Line&#8221; custom_height=&#8221;50&#8243;][image_with_animation image_url=&#8221;7195&#8243; alignment=&#8221;&#8221; animation=&#8221;Fade In&#8221; box_shadow=&#8221;none&#8221; max_width=&#8221;100%&#8221; delay=&#8221;250&#8243;][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<h2><span class=\"ez-toc-section\" id=\"Investigate\"><\/span>Investigate<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>After you\u2019ve taken a breather and have calmed down, it\u2019s time to take an objective look at the situation. Remember, being defensive doesn\u2019t help you here. You need to approach the situation with the understanding that you may have done something wrong\u2014you have to be open to that possibility.<\/p>\n<p>Learn as much as you can about the person who\u2019s making the complaint. Is she a past or current client of yours? If so, you should have records of all dealings with her. If there were any incidents that could have led to this review, let\u2019s hope you took careful notes during the fact. These will come in handy now.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Uncover_the_Facts\"><\/span>Uncover the Facts<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>If the person is not a direct client (past or current), then you need to learn a little more about them. Without being creepy(!), check them out on social media and try to figure out what their beef is with your brand. Are they someone who simply likes to complain in order to get free stuff? Or did you truly offend them in a way that requires an apology?<\/p>\n<p><em>Note: Often times, if a non-customer complains about you it will have something to do with your marketing. They could be offended by something you\u2019ve posted on social media, or about an ad you put out in front of your studio, etc. In this case, it\u2019s important to remember that for every person who complains, there are probably a hundred others who were equally offended but didn\u2019t bother letting you know about it!<\/em>[\/vc_column_text][divider line_type=&#8221;No Line&#8221; custom_height=&#8221;50&#8243;][image_with_animation image_url=&#8221;7196&#8243; alignment=&#8221;&#8221; animation=&#8221;Fade In&#8221; box_shadow=&#8221;none&#8221; max_width=&#8221;100%&#8221; delay=&#8221;250&#8243;][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<h2><span class=\"ez-toc-section\" id=\"Respond\"><\/span>Respond<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Once you have enough information, it\u2019s time to respond. Ideally, this is done very quickly\u2014you don\u2019t want your clients to think you\u2019re not taking their complaints seriously! In a perfect world, you\u2019ll respond to a negative review within hours of it being posted. At the worst\u2026 24-48 hours, tops.<\/p>\n<p><strong>Never respond to a review when you\u2019re angry.<\/strong>\u00a0Your anger will inevitably pour into your response\u2026 whether you mean it to or not.<\/p>\n<p><strong>Be polite and courteous.<\/strong>\u00a0Always start out by thanking the reviewer for his or her comments. Whether you agree with it or not, they took the time to inform you of what they consider a serious problem, so you should acknowledge that.<\/p>\n<p><strong>Be professional, but be authentic.<\/strong>\u00a0There\u2019s nothing worse than a corporate, boilerplate response to negativity these days. People see right through them. Take the time to write something from the heart and be sincere. Trust us, people can tell the difference!<\/p>\n<p><b>Always respond publicly.<\/b> If they gave the initial review publicly, don\u2019t just post the generic response, \u201cThank you for your feedback. We have replied to you privately to discuss the situation\u201d. You want those who stumble on this negative review to be able to see the carefully crafted response that you left to resolve the conflict. Remember not to give out any private information about the reviewer in your response, though![\/vc_column_text][divider line_type=&#8221;No Line&#8221; custom_height=&#8221;50&#8243;][image_with_animation image_url=&#8221;7198&#8243; alignment=&#8221;&#8221; animation=&#8221;Fade In&#8221; box_shadow=&#8221;none&#8221; max_width=&#8221;100%&#8221; delay=&#8221;250&#8243;][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<h2><span class=\"ez-toc-section\" id=\"If_it_was_an_honest_and_fair_review%E2%80%A6\"><\/span>If it was an honest and fair review\u2026<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Acknowledge the review and explain how you plan on taking the necessary actions to remedy the situation. Apologize directly to the reviewer, and if there\u2019s anything you can do to help them further, offer that as well. It can be hard to change someone\u2019s attitude about your brand, but your exceptional customer service and sincerity might just do the trick!<\/p>\n<p><strong>You don\u2019t have to shell out money!<\/strong><\/p>\n<p>Many people think the best way to shut a complainer up is to offer them a refund. While this is true and likely the easiest method, it\u2019s not always the best tactic because it doesn\u2019t show that you truly care. Instead, try offering the customer a sincere explanation, and perhaps a revisit once the issue has been resolved.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"If_the_Review_was_Unfounded%E2%80%A6\"><\/span>If the Review was Unfounded\u2026<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Sometimes clients will make a negative review out of frustration even though they have no basis for the accusation. This can happen especially if there are additional fees for the services you provided, or if something unexpected took place that was beyond your control\u2014such as discovering fleas on the dog and having to give them a flea bath!<\/p>\n<p>Be professional, calm, and courteous, but if you feel like you received an unfair, negative review, you are allowed to tell your side of the story. Apologize to the client for his\/her reaction, but <em>don\u2019t<\/em> apologize for your actions if you did nothing wrong. Instead, address it in a cordial but firm manner.<\/p>\n<p>Try to be objective when looking at your own response. If you came upon this review as a pet-owner searching for a professional groomer, and then read the response, would it seem like the groomer handled the situation with grace and decorum? Would you feel like s\/he was in the right?<\/p>\n<p>If the answer is \u201cyes\u201d, then it\u2019s a good response![\/vc_column_text][divider line_type=&#8221;No Line&#8221; custom_height=&#8221;50&#8243;][image_with_animation image_url=&#8221;7199&#8243; alignment=&#8221;&#8221; animation=&#8221;Fade In&#8221; box_shadow=&#8221;none&#8221; max_width=&#8221;100%&#8221; delay=&#8221;250&#8243;][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<h2><span class=\"ez-toc-section\" id=\"If_a_Reviewer_Starts_a_War\"><\/span>If a Reviewer Starts a War<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Whether they\u2019re in the right or not, there are some nuts out there who just want attention. If the client continues to harass you once you\u2019ve responded and dealt with the situation, then it\u2019s time to take further action. You can warn them that their behavior is unacceptable and if you need to, you can get a lawyer involved. 99% of you will never experience this type of negativity\u2026 but if you do, just remember: the absolute WORST thing you can do, is to get into a fight with a client over a bad review. Regardless of how much the person grinds your gears, always remain polite, courteous, and objective.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<h3 align=\"center\">Good client-care means being competitive but fair with the way you conduct business. Here&#8217;s how to <a href=\"https:\/\/www.doggroomingcourse.com\/2016\/09\/packaging-pricing-grooming-services\/\" target=\"_blank\" rel=\"noopener\">price and package your dog grooming services<\/a>!<\/h3>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; delay=&#8221;250&#8243;][recent_posts style=&#8221;default&#8221; category=&#8221;all&#8221; columns=&#8221;3&#8243; posts_per_page=&#8221;3&#8243;][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"<p>The reality is that every business, at one point or another, is going to receive poor reviews or negative comments from less-than-satisfied customers. Find out how to handle these reviews with care and use them constructively!<\/p>\n","protected":false},"author":7,"featured_media":7191,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5],"tags":[],"ppma_author":[357],"class_list":{"0":"post-7184","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-career-advice"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.8 (Yoast SEO v26.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Dog Groomers: Here&#039;s How to Handle Bad Reviews - Sniffin&#039; Around<\/title>\n<meta name=\"description\" content=\"The reality is that dog groomers, at one point or another, will receive poor reviews or negative comments from less-than-satisfied customers. 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