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How to Handle a Bad Review

How to Handle a Bad Review

Bad reviews, bad feedback, mean comments, a customer asking for a refund…they’re all part of running your own business. But what should you do when it happens so you’re not weeping into your pillow every time? In today’s Wealthy Coach episode, I’m sharing how to handle a bad review.

In this episode:

  • the first time I got a refund request from a client
  • why client contracts are so important
  • the best way to remedy an upset client
  • miscommunication vs broken boundaries
  • the difference between a mean comment and constructive criticism
  • the best time to respond to mean reviews

Resources mentioned:

Listen here:

A refund request, a bad review – it’s going to happen to you. And when it does, please don’t use it to think you’re a bad coach and that you’re not worthy of helping people. It happens, especially when we are new and even when we’re more seasoned. I still get refund requests for my services from time to time. It just happens. But ensuring you have a refund policy and boundaries outlined in your client contracts will ensure that you’re legally liable and prepared when a refund request occurs.

So let’s move on to social media and how to handle a bad review there. It’s really important to know the difference between a total comment and constructive criticism. Simply put, I don’t believe comments deserve a response.

Of course, that is your decision whether you reply or not. But I feel like when people are just being mean, I don’t think it justifies a response because you’re never going to change your mind. But I do believe constructive criticism deserves a response. People seem to be really uncomfortable with having compassionate discourse and compassionate disagreement. People seem to be getting really triggered when someone doesn’t agree with them. And it’s really problematic that there are people out there that think everyone needs to see it the way they see it. And we need to be okay with the fact that someone isn’t going to agree with our point. So I think we all can do a better job of responding compassionately to constructive criticism because they’re an opportunity for us to learn and get better at what we do.

And whether it’s a rude email from a client, or a mean comment on social media, and you want to respond – don’t ever respond when you were in a sympathetic state, when your nervous system is fired up. When you’re triggered, when your heart is racing, just walk away and take a few deep breaths, and come back to it tomorrow. And when you do respond, respond with compassion. 

If you can work through bad reviews and mean comments, you can get yourself to a point where you see it, you acknowledge it, and you send that person love. And then you just move on with your day.

- Kendra
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