You Got A Bad Review As A Dog Trainer - Now What?

It happened; it finally happened. You got that bad review in your dog training business. And as much as you're like, "I'm fine. I'm okay, haters going to hate!" 

Deep down, it still fucking hurts or at least stings a bit. 

And you know what? Good. 

We're fucking proud of you, especially if that review was warranted by you, the dog trainer. *Note: if you're a POS, horrible human that treats dogs and clients like crap, do shady as fuck shit in your dog biz, this isn't for you, and you deserve to be shit on. 

Maybe you set a firm boundary in your dog business for something you don't stand for ethically, personally, or whatever else that is important to you.

Fuck yessssss!

Maybe you told the dog owner that contacted you about training who was throwing up more red flags than that creepy dude on tinder, "No, we're not a good fit," and they threw an entitled fit because you wouldn't take their money. Trust us, this happens.

Or it could be someone in your dog training program that hasn't done shit since signing up with you, the dog trainer, and now wants a refund. 

Insert, "it's not working, it's taking too long, they cannot afford it, they're just not happy because fluffy is still pulling, etc.." And you stuck to your guns and contract (can we stress the importance of a solid contract?!) and said, "no, sorry, no refunds," after offering alternate solutions. 

Or you FINALLY had it with a client, and you fired them for whatever reason, whether it be a liability, not following directions, being late with payments all the time, or just being a massive pain in the ass. 

Now, they've taken to your Google My Business, your social media, and wherever else you show up as a pet pro to voice their anger, frustration, or whatever charged up emotion they are feeling. Maybe it bears repeating: …to vent their anger, frustration, or whatever charged up emotion they are feeling. Nine out of ten times, it's fueled out of emotional feeling. 

Emotional feelings that you, as the dog biz owner (and human), are NOT responsible for, nor do you have control over. Being "nice" in your business is a form of people-pleasing and manipulation.

What The Fuck Is Going On In Their Minds - Aka Psychology of Bad Reviews In Your Dog Training Business:

Clients/consumers will write reviews after a business inspires an emotional response, whether positive or negative. Unfortunately, negative emotions are processed more thoroughly than positive ones. Thanks to the negativity bias. 

Reviews also allow people to use their voice and be heard while getting in that final word, especially if you shut down an unhealthy conversation with the reviewer in question. Again, good on you for setting a boundary. 

Honestly, some people are just going to be assholes for no reason. 

They may find a sick, twisted sense of power by using their words and slamming you with a 1-star review as an outlet for their shitty lives. Karens are going to Karen. Especially when it comes to their “fur-babies”. Who rescued, who Karen?

Okay, enough about the psychology and why someone wrote that bad review about you as the dog business owner. Let's get you focused and get your power back as that badass bitch.

Taking Your Power Back After A Bad Dog Training Business Review

As it was mentioned when you first started reading this today, you've probably told yourself, "I'm fine. fuck them, haters going to hate." 

And you probably even did it wearing a brave face too! But, I know better than to believe it at face value. Deep-deep down, it hurts. 

The hurt is intense as a dog trainer or dog business owner. 

You've put your heart, your soul, and your entire life into this business. All the while making a fuck ton of sacrifices. You're putting it all on the line just to have some asshole turn around and try to tear you down. Being someone that works with animals and clients at some of their most vulnerable moments, you're probably an empath to some degree. That means that the negativity can hurt and take up valuable space in your head. 

Step One:

Recognize your inner emotions and not take them personally when someone leaves you a bad review that's unjustified. Their projection is not a direct reflection on you. We all have to be reminded of that each time, even me. I can tell you that your recovery time gets shorter and shorter each time someone comes at you. Personal growth. 

Step Two:

Don't respond - yet. The reviewer is emotionally charged, and so are you. This is where you, the badass motherfucking business owner, get the upper hand back. During your cooling-off period, this is where you gather data and draft out the facts. 

Don't go on a crusade to get all your previous clients/friends/family to review positive reviews to bury the bad ones. Also, don't hide or delete reviews. 

Step Three: 

Respond non-emotionally with the facts laid out without a personal attack back at them. Communicating with negative reviewers is an effective marketing strategy for a dog trainer.

For example, someone that wants a refund:

"Dear Karen,

Thank you for your feedback. We are sorry you had this experience with us and feel this way. Unfortunately, as discussed on a,b,c, we do not offer refunds after starting our dog training program, which you began on 10/1/21.

We attempted to assist you with alternate arrangements (extra course time, extra training session, etc.) to get you the dog training you and Daisy need, as noted on 12/1/21; however, you refused any of our alternate solutions. If you wish to revisit our offer, please email me at businessname@puppytrainer.com.

We wish you the best of luck on your dog training journey and hope you find a better-suited trainer for your needs". 

An example that someone is pissed after you told them no to working with them:

"Hi, Karen,

As a dog trainer, I pride myself and my team on developing relationships with our dog owners. We were not a good fit for your training needs. I wish you the best".

Step Four:

Don't fucking change shit in your business. After a bad review or client conflict, it's tempting to change your processes, prices, etc. This is not the time to change anything, especially if you're emotionally charged. No touching. 

Step Five: 

Use this as an opportunity to get even more specific about the dog owners you want to work with as a dog trainer. If you've been attracting the wrong people and you see it as a pattern, check yourself, check your niche, check your marketing, check your messaging. Get super clear on how you can detract the dog owners you don't want to work with and how you can bring in the ones you want to work with - check out this episode of Mind Your Own Dog Business.

The Positive Thing About Bad Reviews In Your Dog Training Business:

Mixed reviews are what dog owners and all-over consumers are looking for when researching a solution to their problem. Non-perfect reviews show authenticity as a service provider and give transparency inside your dog business. Trying to be perfect and always having five stars and bending over backward is fucking exhausting and unsustainable. Plus, it sets up perfectionism expectations for future clients.

Wrapping Up:

People are going to people. Some will be your greatest fans. Some will be straight-up assholes. Don't take the reviews personally. Instead, use your power as a dog business owner to leverage the reviews in your favor.