Freelancers rely heavily on online reviews to support their profile and entice people to try hiring you for their projects. A single negative review, no matter how simple it is, can cost you future commissions. 

However, getting bad reviews can be unavoidable, and you can lessen its impacts if you are able to respond to them perfectly. If you want to know how to do this perfectly, down below is our short guide on how you can respond to these bad online reviews and maintain a positive image:

Stay Calm

When we receive any negative review of any kind, it is not uncommon to feel hurt about it. Some of us may get angry and fight back against these reviewers even if they meant well. However, it is crucial that we stay calm when reviewing these reviews because responding angrily can only make the situation worse and impact your reputation greatly. 

Before starting off with replying to these comments, take the time to calm yourself first. You can read the reviews, then answer the next day. You can also speak to a friend or a colleague to talk about the review with you and get their advice on how you can reply. 

Acknowledge The Review

Even if you believe the review is unwarranted, it is important to acknowledge it was written because it is what the customers experienced. As a freelancer they hired, acknowledging their experience will show that you care about their opinions and are ready to work with them to address any problem they have. 

Apologise

If the review is legitimate and highlights where you have lacked in terms of your work or service, apologise. Make sure your apology is sincere so that you can show customers you are ready to take responsibility for your practices. You should also still provide a polite apology even if you believe the review is not fair. 

Provide a Solution

When a problem has been raised through the review, you should now actively work on a solution that will resolve your customer’s complaints. Whether you will offer a refund or a revision of the work you have already provided, providing these solutions can show customers that you are ready to make amends and that you care about providing them with a satisfactory experience with your service. 

Always Respond Politely

No matter how the review is written, you need to stay polite when responding to these reviews. Being defensive or attacking the reviewer would only create further misunderstandings and showcase unprofessional behaviour that will turn people off from your service. 

Learn From The Bad Review

You should also use the opportunity brought by the review, whether it is good or bad, to learn from it. You can identify areas where you need to improve your work and apply the necessary changes to correct them. 

Always Reply in a Timely Fashion

Don’t wait for a long time to reply to these bad reviews. A quick, well-thought reply will show that you are aware of your customers’ needs and are ready to engage with their needs. A quick reply can also reduce the impact of the review by allowing you to address it before more people can see the review. 

Accept That You Can’t Please Anyone

It is important to remember that not all customers will be willing to listen to you, especially if they have left a bad review. When this happens, reply politely, apologise, and move on to the positive reviews and bad reviews you can actually correct. 

As a freelancer, getting a bad review is a challenge that we should be able to overcome each time it appears on our profile. Rather than shrug it off or react to it negatively, take the time to analyse these reviews and respond to them positively, as it can show your commitment as a trustworthy freelancer.