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The Playbook to Negative Reviews

1 20 0
08.07.2021

“There’s a consistency to my story and that has been built into the brand and everything that we do,” said Nic Faitos, founder of New York City’s Starbright Floral Design. And as the city’s leading florist for the past 27 years, consistency has been a key element to the business’ success. In this week’s episode, our former and first-ever guest on the show shares his step-by-step playbook to addressing critical reviews.

Nic’s journey with Yelp actually started because of a negative 1-star review. “When I first discovered it, I said, ‘Holy mackerel, what is this?’ And my Mediterranean temper took over. The next day, I was on the phone with Yelp in San Francisco, trying to take the review down,” Nic recalled. Although that review never came down, Starbright survived. From there, he took a step back to learn all about reviews and the benefits and insight they can provide for businesses.

“Everybody who writes a review… we take the approach that they care. They care because they want to praise and amplify the business that did the right thing, or they care to relieve some inner frustration that they may have had as a client,” Nic said. “Put personal feelings aside. Nobody should be offended by a bad........

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