Episode Details
Back to Episodes107 | Getting Bombed With One-Star Reviews? Your First 48 Hours
Description
Forty-three one-star Google reviews before you’ve even gotten out of bed is the kind of moment that can make a business owner spiral. We’ve all seen it happen: a short clip goes viral on TikTok or Facebook, strangers swarm your profile, your rating drops overnight, and suddenly you’re fighting for your reputation against people who were never customers. I’m Dr. Brooks Deming, and I’m kicking off a four-part “One-Star Comeback” series with the part that decides everything, what you do in the first 48 hours.
We follow three different (fictional but realistic) business owners to show how the same crisis hits differently depending on your model: Marcus with a family restaurant, Tasha as a mobile hairstylist built on local trust, and Danielle running an online shop with shipping delays. From there, I walk you through a clear timeline for crisis management and online reputation management: the first two hours where you do not respond, the next window where you document everything, and the critical step of sorting reviews into three piles so you know what to report to Google and what to own.
Then we craft the simplest tool most owners skip: one calm holding statement posted where the conversation is happening, with a real update date you must keep. We close with an “off-balance check” that changes how you lead under pressure: are you reacting to protect your ego or to protect your customers? If you want a steady plan for review bombs, viral backlash, and protecting your small business brand without making it worse, hit play, subscribe, and leave a review, then share this with an owner who might need it today.
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Disclaimer:
The Off-Balance podcast, including all audio, video, and written content, is produced and hosted by Dr. Brooks Demming. The views, opinions, and statements expressed by podcast guests are solely those of the individual speakers and do not necessarily reflect the opinions, beliefs, or official positions of Dr. Brooks Demming, the Off-Balance brand, its affiliates, or partners.
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