Ward Off Negative Business Feedback with These 5 Mantras

Ben Rashkovich

Ben Rashkovich

Content Strategy Manager at Fundera
Ben is a former content strategy manager at Fundera. He has a bachelor's degree in English literature and is currently enrolled in Yale Law School. Ben has also written for eBay's curatorial team.
Ben Rashkovich

So you got your first one-star review, or a last-minute cancellation, or a furious message in your support inbox. Take a deep breath, count to ten, and repeat these affirmations:

1. “I will not take criticism personally.”

Don’t give into a dark spiral of self-reproach—or righteous anger. Your upset customer is almost certainly not considering the thinking, feeling person behind the business they’re roasting. Stay calm and objective.

2. “I will not let complaints pile up.”

With social customer support on the rise, customers are beginning to expect almost  instantaneous responses to their complaints. Don’t become paralyzed by panic or embarrassment. Follow up with unhappy patrons as swiftly as possible. (Or better yet, consider delegating this task to a more objective employee.)

3. “I will respond with politeness and a sincere offer to help.”

Fighting fire with fire is tempting. Instead, swallow that pride, and make a genuine offer to fix the issue at hand—you’ll be surprised how quickly even the sourest of customers come around.

4. “Bad reviews are not the end of the world.”

Your customers are savvy: they can spot a wacky, unreasonable review just as well as you can. They also know that a few grouchy reviews can’t eclipse plenty of glowing ones. Have faith in your business’s performance and reputation!

5. “I will remain open to change.”

Cultivate that thick skin, but pay attention to recurring themes in your customers’ complaints. Keep an ear open for ways you could improve your customer experience.

Editorial Note: Fundera exists to help you make better business decisions. That’s why we make sure our editorial integrity isn’t influenced by our own business. The opinions, analyses, reviews, or recommendations in this article are those of our editorial team alone. They haven’t been reviewed, approved, or otherwise endorsed by any of the companies mentioned above. Learn more about our editorial process and how we make money here.
Ben Rashkovich

Ben Rashkovich

Content Strategy Manager at Fundera
Ben is a former content strategy manager at Fundera. He has a bachelor's degree in English literature and is currently enrolled in Yale Law School. Ben has also written for eBay's curatorial team.
Ben Rashkovich

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