How to Deal with Bad Reviews for Your Party Rental Company
It finally happened.
That angry mother of the bride left a scathing Yelp review, despite your best efforts to match her specific shade of ivory for the cocktail napkins.
A teenager didn’t get the graduation car that she wanted and took it out on you, the party rental company, when your staff refused to serve alcohol to her friends after her tantrum.
Or maybe your folding chairs didn’t arrive in time, which pushed back the graduation ceremony for 45 minutes.
Party rental company reviews can make or break your business, and no matter how on top of things you are, you’re going to get good and bad ones. Sometimes you’ll deserve them, often you won’t, but either way it’ll be something you have to deal with at some point.
There are a few ways to deal with bad party rental company reviews based on different scenarios. When it’s your turn to deal with one, here are some tips on how to handle them.
It can be hard to deal with bad party rental company reviews publicly, where the entire world can scrutinize your reaction. And we’ve all seen the viral company meltdowns, which should be avoided at all costs!
If the initial review was warranted (a.k.a. you actually did make a mistake) and generally respectful, there’s no harm in confirming publicly that you’re going to look into the problem and then take it offline. Ask for the person’s contact information and give them a call to resolve the situation. A personal touch is generally the right way to go when both parties keep their emotions in check.
We’ve all seen the internet explode in ferocious rage from someone who has completely overreacted to a minor, or even nonexistent, problem. When you’re dealing with someone with an unwarranted complaint who has gone off the emotional deep end, there’s not going to be much that you can do to calm them down.
However, that doesn’t mean that you shouldn’t try. When a nasty review goes public and you can defend your business’ actions (without getting emotional yourself), by all means do so. Demonstrate to the world that you’re the bigger person and accept that you can’t please everybody.
Most of the time, acknowledging and responding to your party rental company reviews is the best route. Still, there may come a time when you’ve been the bigger person, tried to rectify an issue, and the person simply won’t let it go. If you find yourself embattled in a drawn-out Yelp war where no matter what you do, it doesn’t seem to be enough, it’s time to throw in the towel and simply move on.
Prevent, prevent, prevent!
While there are going to be reviews about unforeseen issues, there are just as likely going to be reviews about completely preventable problems. Some of these will come with experience (for instance, you know that you’ll need to bring 125 chairs to a wedding that is only supposed to have 100 guests - you just never know if one is going to break in transit or an in-law who didn’t RSVP shows up with his entire family in tow), but sometimes things just happen.
Make sure that you’re as prepared as you possibly can be by investing in wholesale party equipment from a reputable source. Don’t nickel and dime your customers with flimsy folding chairs or cocktail tables. Eventually, cheap folding chairs will buckle, and that’s pretty avoidable.
Finally, don’t sweat it
Accept that negative party rental company reviews are simply going to happen eventually. You can minimize the potential for them, but if and when they happen, you can only do the best for your company and the rest is out of your hands.
It’s also good to focus on your positive testimonials as well. It’s said that for every 10 good events, you’ll get one good review, but for every bad event, you’ll get 10 bad reviews. Treat your good reviews like gold and be sure to encourage people to leave them at the end of events while their experience is still fresh in their mind.
Also, you should make a testimonials page on your site if you don’t already have one. While you don’t have any control over reviews on third-party sites like Yelp, you have complete control over your own website. Feature these testimonials prominently and be sure to thank anyone who leaves honest feedback.
Hopefully these tips will help you navigate the wide world of negative party rental company reviews and steer a course towards success! Give us a call at 866-360-4642 or view us on Facebook to see how Event Stable approaches our own reviews.
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