Secret to Handling a Bad Google Review





So, I'm up late working on PeaceWalker.net when an email pops up from my Google Business Account.

Hmmmm... Someone just wrote a review and rated my martial arts academy...

I click on it and staring back at me is a ONE STAR RATING...

WTF?!?!?!??!?!??!!

If you google our academy you'll see that we have stellar ratings all 5 stars, so you can imagine my reaction when I see this single star!

Instead of totally freaking out and writing a scathing reply, I take a second... Breathe... and think of how I'm going to handle this...

First, I thought to myself...

Do I remember someone having a negative experience? Did something happen that I wasn't aware of made light of?

Possibly...

Q: Do I recognize this person?

A: No.

So, I cross reference his name in my email, paypal and facebook files to see if I can find him...

Nothing. His name doesn't hit the radar at all.

Next, I look up this person on line (google & Facebook). I find him on facebook and see that he seems to be a real person who's into BJJ (Brazilian Jiu Jitsu) from Oregon....

Hmmm...

Is he a Troll or Hacker?!

Did he get hacked?

Maybe...

But why would he pick my place?

Natural Reaction vs.
Tactical Communications

When I located him on facebook I decided to send him a message.

Now, to be clear I wanted to give him a 'piece of my mind.'  I wanted to tell him to @#$&% off and tell him what a piece of #$@+^ he was being...

But I didn't!

Instead...

I collected myself and said this:

Hi, I see that you recently rated my martial arts school on google. I'm sorry, but I don't remember speaking to you or meeting you at a seminar or class. I thought I'd touch base to see if I could see if there was a miscommunication, questions or if I could help to improve your experience in some way?

His Reply:

Hey, I've never met you. When I moved to Oregon, I went to several martial arts schools. And didn't have a good experience with Mr. Smith. Has gym ownership change?

(Another Message)

OMG, I'm so sorry, I got the wrong gym!

(He pasted a screen shot of the other school)

This is the place that I was trying to review.

I deleted my review of your school. Thank you for saying something. I am embarrassed but glad you messaged me.

I apologize and hope you have a great day - Sorry again for the confusion.
What Would Have Happened...

What would have happened if I would have just went off on him?

How do you think he would responded if I would have just started reading him the riot act?

Even if it was a mistake on his end, how likely would he think,

"You're right Mr. Mad Man I deserve being yelled at because I screwed and will immediately take down my bad review and apologize to you..."

Do you think that would have happened?

Not likely!

I probably would have....

Made an Enemy Not an Ally!

So, if there was ever a chance to hash things out or discover that it was a misunderstanding I would have quite possibly...

BLEW IT!

If I was explosive I could have part of the problem!

I may have taken someone who would be Open to my suggestion and turned them into someone who is now Closed to my influence or, even worse...

Help them make the decision to be Determined to 'get back' at me.

The way that I approach the situation can determine whether or not I...

Make an Ally Rather Than an Enemy!

If you want to increase your Influence over a situation don't be a part of the problem.

Rather:

1) Maintain Your Baseline (not be part of the problem)
2) Stay focused on what you're protecting (don't turn it into a power struggle)
3) Determine what type of influence will be most effective. (In this case I was diplomatic yet direct in my written communication, allowing him to clarify, save face and (hopefully) make a decision to work w/me. )
4) Have a plan 'b' if they don't do as you ask.

An AWESOME Opportunity!!

Lots of NEW things happening at PeaceWalker.net!!

If you are interested in...

Learning How the Secret to Unshakable Confidence When Dealing w/Confrontation in your Professional, Personal and Public Life...

...Than, stay tuned because there is A LOT On the Way!

I'll be doing some FREE LIVE on-line training soon. So, buckle your seat belts and get ready!

You got this,
~Craig

Comments

Post a Comment

Popular posts from this blog

Are people from Crete Creteans??

Here I am in Crete. It is a pretty cool island. It is a bit more difficult getting around, but far from impossible. Most people speak at least a little english and I have gotten very good at asking (in Greek) if they speak english. I walked around about 15 miles today. Into town, around town, to all (and I do mean all) of their museums, archelogical sights, some cafe's and town squares. I really didn't even get lost today. Wow, I must be making some progress. I met a couple English people (yes, people from England silly) we hung out until about 1am or so and talked about politics, troubled youth, the difference between the FBI, CIA, and Secret Service (don't ask, if I told you I'd have to kill you:), body guards, ccw laws etc. It was kinda of funny, most of the museums that I went to today were under construction and had only one exhibit open. Geeze, you'd think that they would have at least discounted their entry price, but noooooooo! Oh well. I at least had a real
Read more

What's Your Rosebud?

Image
  One of my favorite classic movies is: "Citizen Kane" It starred Orson Welles. [NOTE: spoiler ahead - if you haven't seen it] And, was about the life and legacy of a powerful newspaper publisher, based partly on the late William Randolph Hearst. The movie starts with Charles Foster Kane dying, with his last word being "Rosebud" — and the entire movie is this sort of question of what "Rosebud" is. Turns out it was simply the trade name of a cheap little sled on which Kane was playing on the day he was taken away from his home and his mother as a child. Welles revealed in an interview: "In his subconscious it represented the simplicity, the comfort, above all the lack of responsibility in his home, and also it stood for his mother's love which Kane never lost." The point? We All Have Our Rosebud That thing, moment, or whatever it is that anchors, drives, guides, or inspires you.  For example, the late Johnny Carson and the book of magic tr
Read more

You'll Never Guess What This Parrot Said!

Image
  The Parrot Three sons left home, went out on their own and prospered. Getting back together, they discussed the gifts they were able to give their elderly Mother. . The first said,  "I built a big house for our Mother." . The second said, " I sent her a Mercedes with a driver." . The third smiled and said,  "I've got you, both beat. You know how Mom enjoys the Bible, and you know she can't see very well. I sent her a parrot that can recite the entire Bible. It took 20 monks in a Monastery 12 years to teach him. I had to pledge to contribute $5,000 a year for 10 years, but it was worth it. Mom just has to name the chapter and verse, and the parrot will recite it." . Soon thereafter, Mom sent out her letters of thanks: "Dearest First Son,"  she wrote the first son,  "the house you built is so huge. I live in only one room, but have to clean the whole house." . " Dearest Second Son,"  she wrote to another,  "I am t
Read more