Photography Reviews – how much do they really matter?

Today we’re going to discuss reviews and why you shouldn’t worry about them.

 

I want to talk about that feeling you get when you get a

notification saying that someone has left you a 1 star review, tearing your

business to pieces … I don’t know how much of this you’ve experienced but it’s

not a good feeling, especially when it is completely opposite to the interaction you had with that client.

 

You think, ‘oh no, how’s this going to affect my business?’ but the truth is it probably won’t.

I’m an advocate of leaving my reviews on so that people can get a balanced

view of our business you’re never going to get all 5 star reviews if you’re playing by the rules

so just accept that, leaving our reviews on shows that we’ve got nothing to hide,

but when you see a review like this, all you can do is respond professionally

and in the words of ‘Steven Covey’ … seek first to understand, then to be

understood’, your response should never be emotional and always seek to

clarify the facts, even if you know that what they have said is untrue, there

are many ways to respond which make observers question the initial review anyway.

I’m Mark Lait and I’ve created a I created a seven figure turnover from portrait photography, if

you’d like to learn more about how I did that, check out my youtube channel and please like,

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If you respond with something like ‘we’re sorry that you are dissatisfied with your

experience, what can we do to correct this?’ or ‘we noticed your review varies

from the feedback you provided on the day we would love for you to contact us

on (whatever your phone number is) to find out where the discrepancy is’,

when you say things like this, it shows the observer that you have made an effort

to address the reviewer’s concerns … 95% of time, they’ll never reply, they won’t call you

because they’re only brave behind a keyboard but don’t worry about it – life

goes on, they were most likely just blowing off steam, but if your response

is there, it’s there forever and people can always see that you’ve been a

responsible business owner, some businesses won’t turn their reviews on due to

the amount of negative feedback they contain, but you know what? they’re still

making money, whether they have their reviews visible or not, people are still using their business.

I’m not saying you should or shouldn’t have them on, I’m

just saying that they don’t seem to make a lot of difference to the end result.

Do you look at reviews and does it affect your decision to use a business or

service? … Personally, I’ve been on both sides but I don’t think you can rely

on them … let me give you an example … I wanted some plastics manufacturing

done once, and the company which was close by, had one and a half out of five

stars, so, based on that I went somewhere else but on the other hand, I

engaged a company with nothing but five star reviews to build a website for me

once – they didn’t adhere to the design brief I gave them and then sued me for

not paying them, it turns out that all of their reviews were written by their

staff, probably under fear of termination if they didn’t do so.

The other thing to consider is that people pay for poor reviews to be written about your

business so that they can gain a competitive advantage, while the internet is

a great thing but it’s also an evil thing.

The bottom line from my point of view is, either turn them off or don’t worry about them,

in all the years I’ve been running my business I’ve only seen one comment where someone said they

wouldn’t use our business because of the review they read, the person who left

the comment was obviously looking for something to hate which means she was

like the reviewer, but we don’t want people like that in our studio anyway so she

qualified herself out … thanks for that!

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