Just prior to Christmas, a client reached out for help after receiving a negative review. As she put it… “HELP I am in meltdown mode at the moment after reading the attached review. I don’t know whether I should respond and if so, what to say.”

I responded to my client as follows:

• This is only one response to your work. I am sure you have loads of positive feedback from clients. Focus on the positive feedback!
• The feedback says more about the person sending the feedback than it does about you…do not take the feedback personally!!
• Do not ignore the feedback. Always respond on a timely basis.
• In saying that, be sure to process your emotions and feelings about the feedback before sending a response. After you draft a response, save the draft, and go back to it after you have “slept” on it (usually about 24 hours)!
• In the response do not justify what you did or did not do with the client. This is an argument you will not win and justifying your actions has potential to make the situation much much worse!!
• Whatever the response, apply the KISS principle – Keep It Simple Sister
• Whatever the response, it must be authentic and personal

In applying the above principles, I suggested my client respond as follows:

             Hi XXXXX

             I appreciate you taking the time to provide feedback about your experience at our consultation on xxxxx

             I am disappointed you feel I was unable to help you better manage your condition. Given this is how you feel, I am cancelling our                       appointment on xxxxx.

How do you respond to negative reviews?