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Don't Take It Personal: Unflattering reviews

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Home Stager with AccentPositives Home Staging 658279

So you take pride in the level of service and professionalism you provide your clients. You improve, learn and grow to maintain that standard. In my line of work photography and procedure are  important. I review both for every job picking things apart. Looking at what worked, what didn’t and what lessons I may take away for the next client. You think your client is happy because you communicate and follow up with them and then…. WHAM! There it is in black and white for all the internet surfers looking for your service to see…a not so flattering review. What goes through your head? How do you handle it? Not afraid to admit it, at first I took it very personal. It's just my nature.

Lesson #1:  being brutally honest with yourself is a must if you are to take away any positives from this scenario and you should.

I’ve been in business for 9 years. Most of my clients are referrals. The rest find us through on line search. I view on line reviews as very important free marketing.  I try to collect as many as possible as should all businesses. I’ve had 2 not so nice reviews (that I know of) in the 9 years.

The first was very deserved not on line but face to face. I learned much from that because although some things were not in my control I would say 85% of them were. I learned to turn away jobs with unrealistic budgets, I learned not to let clients walk all over me. I learned I should under promise and over deliver. I feel lucky that the client did not publicize his review, he just never recommended me or hired me again.

The second not so nice review came from one of those clients who are just impossible to please and unfortunately was public. Not only public, but on a site where it is the only review of my company and has more google juice than a site where I have many positive reviews. Double WHAM!

Although the site does not require the reviewer to use their name (this person did not) I immediately knew who it was.  All I could see was red and I used some pretty not so nice words while I stormed around my house for a bit. Not only was it untruthful, but it was posted 5 months after our business was concluded… the listing had received offers the first weekend on the market and sold for full ask even though it was outdated and cheaply rehabbed. The client ignored several contract clauses and also kept moving things around and added some really ugly stupid stuff to the staging but I digress.

Lesson #2: Always respond calmly and only after performing Lesson #1:

I cooled off and several days later penned a response after reviewing everything I could about this particular job. I learned the following: Listen to your red flags which I didn’t with this individual. They were there before we even went to contract. Who doesn’t hate turning away business? I stuck to my guns on pricing but failed to consider the other demands I felt could be handled. On looking back, among other things I won’t list I should have walked away but didn’t.

So there you have it. Short and sweet. Good or bad reviews are an opportunity to learn and grow and yes occasionally pat yourself on the back. It’s not personal, just business. I feel better now.

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Home and Life Improvement

Ana Hitzel is the owner of AccentPositives. Visit our Face Book page for more tips and information and don't forget to hit the LIKE button!

AccentPositives Home Staging                  

 

AccentPositives provides Home Staging services for vacant and lived in homes, Pre-Listing Consultations for Agents, Investors and Homeowners as well as Re-design and Decor services.  Voted a Best of Houzz in Service 5 consecutive years 2014 - 2018. We are located in Corona serving the Inland Empire of southern California, Orange county and surrounding areas.

Call: Office (800) 516-5213 or Mobile (951) 833-8529.

Email: staging@accentpositives.com. Visit:  AccentPositives 

      

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Comments (2)

Tony and Suzanne Marriott, Associate Brokers
Serving the Greater Phoenix and Scottsdale Metropolitan Area - Scottsdale, AZ
Haven Express @ Keller Williams Arizona Realty

Thanks for an excellent post about "Keeping Calm and Carry On" when faced with an unflattering review Ana Hitzel - hoping to read more posts by you - so - now "following" you!

Apr 20, 2016 06:22 AM
Ana Hitzel
AccentPositives Home Staging - Corona, CA
Professional Home Stager Inland Empire

THanks so much Tony and Suzanne have a great upcoming weekend:)

Apr 21, 2016 09:34 AM