If you’re like me, every time you hear that “ding” of a new Etsy review, your heart skips a beat. Even after years of running my shop and having almost all positive reviews, that little jolt of anxiety still sneaks in. It’s normal—no one loves getting negative feedback, especially when you pour your heart and soul into what you do.
So, how do you handle those dreaded negative reviews? Let me share some tips that have helped me manage them without losing sleep or compromising my values.
If you are a visual person, you can watch the video I made about this here:
Why Feeling Nervous About Reviews is a Good Thing
First, let’s talk about that anxious feeling. Believe it or not, I think it’s a good thing! It means you care. You’re invested in your business, and you genuinely want to do right by your customers. That’s the kind of mindset that keeps you connected with the people who support you.
There is Usually a Time to Make It Right
Before a review goes south, most customers will reach out to you directly with their issue. This is your chance to step up and shine. A piece of advice I’ve learned from my business coach really changed the way I handle these situations: always run the problem through your business’ core values.
For me, this means:
- Listening and showing empathy—acknowledge the customer’s frustration.
- Taking responsibility if it’s your mistake—own it and make things right.
- Finding a solution—even if it’s something beyond your control, like a shipping delay, I still do my best to work it out.
Btw, don’t get me started on shipping issues. I can write a whole book on USPS alone!
Some Customers Just Can’t Be Satisfied (And That’s OK)
Now, let’s get real—there will be customers you simply can’t make happy, no matter what you do. Some might even use the threat of a bad review to push for something unreasonable.
Here’s what I’ve learned: don’t compromise your values to avoid a bad review.
If a customer is being unfair, trust that other buyers will see that too. People can usually spot a review that’s overly harsh, exaggerated, or simply unreasonable. I always respond to reviews, but I’ve learned that arguing or getting defensive just makes things worse. It’s important to stay professional, even when it’s hard and unfair. Vent to a friend if you need to—but not to the customer!
Learn From Every Experience
Every negative review is an opportunity to learn something new. After a tricky situation, I always ask myself a couple of questions:
- What can we do to prevent this from happening again?
- Sometimes, it’s a product tweak or a policy update. Whatever it is, I address it quickly.
- Is there something in our branding or messaging that is attracting this kind of customer?
- I truly believe in the saying “like attracts like,” so I look at how we present ourselves and make sure it aligns with the type of customers we want to attract.
Let Go and Focus on the Positive
Lastly, and maybe the hardest part for me, especially at the beginning, is letting go. It’s so easy to get hung up on one negative review, but it’s just one person’s opinion. Instead of focusing on that, I put my energy into serving the people who love what we do and who appreciate our work. Those are the customers that matter most and those are the customers we choose to serve.
Remember, you can’t please everyone, and that’s okay. Don’t let one unhappy customer cloud all the positive feedback and support you’ve received.
I hope these tips help you navigate those tough moments with a little more peace of mind.
For more small business tips, be sure to check out my YouTube channel where I share more lessons from my journey!