We got a whole slew of 1 star Google reviews for our restaurant.
To put that in perspective, that is the equivalent of all your new clients leaving extensive, specific, negative experiences with your business.
As a business owner, I was devastated.
What was I supposed to do?
To give a bit of context, a lot of our reviews pointed to a problem we had with a staff member. That issue has now been addressed.
But, back to the story.
It seemed like every other day I’d check my phone to see another 1 star review.
Finally, I had enough and called for a serious family meeting.
If every new customer is walking out with a poor customer experience, I can’t do my job in marketing because it would only make things worse.
My parents agreed.
However, what did that mean for me?
Was I just going to comply with feedback random strangers were giving me?
Was I supposed to listen to the reviews and take them all to heart?
Luckily, a wise man (and regular customer) told me this.
“You can’t listen to *all* your Google reviews.”
And that was it.
Just because someone had a negative experience with your business, doesn’t mean you have to change all your rules for them.
Sometimes it just means your business wasn’t made for them.
And that’s okay.