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How do you respond when asked about negative reviews?

Anna in Evanston, IL
March 4, 2019

I have cared for many families through Care.com and have always been given stellar reviews. However, this past summer, I sat for a family twice, but the second occasion ended up being a disaster of an experience.  Almost immediately they left me a 1 star review.

I have been asked by a few families since then why all the 5 stars and a sudden 1 star, but I struggle to honestly answer the question because I do not want to give the impression that I speak badly about families that I work with. 

How do I tactfully give an honest answer in an interview about the review?

Answers

I would recommend prefacing with your personal experiences and families that were a mutual great fit. Perhaps communicate if there was a weird circumstance or event, etc. Without speaking negatively about the family, let the new family know that you are dependable, and that everyone has had both positive and negative experiences, as well as relationships that formed more quickly than others. It is okay to just say, "I do not speak poorly about my families regardless, but it wasn't a good fit." All the best to you!

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I think honesty is the best policy. I word word it as,"I want to give you an honest answer and I don't want you to think I am speaking badly about the family but ____________ happened, I am thankful for them giving me the opportunity and I also learned a few things from it."

Anna in Evanston, IL
March 3, 2019

Thank you, this is very helpful!

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Allie in Cicero, NY
March 4, 2019

try to be honest as much as you can, dont bad talk the people who left the review because then youll just come off as a negative person. say what you learned from what happend.

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I would absolutely be honest with them. People understand that working so intimately and especially with high profile people can be really tough and demanding. I would just explain how uncomfortable they all were.

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Tell them the truth, that you made a terrible mistake when caring for them the second time, and that's why you have the 1-star review. Emphasize that you understand why the parents did it and that you hope to recover from the incident so it won't happen again.

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It is not good to give those ty of reviews because what you do not like another person may like it. It may be bad for you and good for the other. Do not discourage other people from giving their own opinion about something. You just need to be tactful in an giving reviews so that you should not discouraging to others. You mention a few this that you feel are good and beneficial to others.

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User in Allentown, PA
April 18, 2019

I always say that being honest is the best way to help the situation. Let the families know that there was a miscommunication and that is why you are so thorough in your interviews now to ensure that there are no more miscommunications. I would also reach out to the family that left you a one star and discuss the situation professionally. People don't genuinely want to be mean - I am sure that you can work it out!

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Tristan in Martinez, CA
March 29, 2019

Sounds like something happened, yes? Don't sugar coat it -- if people are asking you about the bad review, they are still talking to you so obviously they don't see you as a 1-star person. What they are asking you is, what do they need to know for _you_ to show up and do _your_ 5-star best when they hire you? They don't want an avoidable 1-star experience. Good luck!

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Ingrid in Ashburn, VA
March 20, 2019

I simply ask what the problem was and try to fix it as nicely as possible if there was any inconvenience I would apologize.

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Annalynn in Pullman, WA
March 18, 2019

Professionally explain that you had an occasion that went badly.

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I would just be honest! I have had to tell families about some bad experiences I've had as a nanny and they are always understanding. As long as you aren't calling the family by bad names or saying horrible things I think it is totally okay to be completely honest!

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You need to be honest about where it went wrong and why. Make sure you focus on what it is about working with the other families that makes things work well for you, versus what families can do wrong do make things go horrible. For example, I was honest in an interview recently that a family I worked with as a summer nanny a couple summers ago did not go well because there were not many boundaries, the kids were allowed to do whatever they wanted whenever they wanted, and often chose to be on their electronics. I then talked about the families that set boundaries and how that has gone very well for me and the kids I have worked with.

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Tell them about the disaster, and say Obviously it was a one time thing!

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Rachel in Pooler, GA
March 1, 2019

I apologize that you did not like the care that I provided. Please let me know what I can do in the future to make it a positive situation.

Anna in Evanston, IL
March 3, 2019

I'm seeking more of advice how to explain the poor review to a new client. I'm not looking to rectify the relationship with the client who left the poor review.

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Maria in Addison, IL
March 3, 2019

I have never bad reviews , I always have reciprocal respect and I still keep on touch tine to time with them and the family and kids are very exited to see me .

Anna in Evanston, IL
March 3, 2019

If you look at my profile, you can also see that I have stellar 5 star reviews. However, working with varying families is like dating....not all nights go as well as you intend for them to. A bad review can happen to anybody.

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Be honest. Sorry. But never lie in the interview if the subject is brought up. I wouldn't say bring it up yourself, but always be honest about it, hopefully something along these lines. "I only sat for the family twice, and I am very sad to say, that I was unable to - connect/get along with/ move past - some of my - with the child/ the parents /experiences with the family and I decided to seek a better connection with another family, as you can see from my other reviews however, that one review is the exception that proves the rule, that I am an excellent babysitter." And you know what? If I had to guess you are, if you are that concerned about a single review coloring your previous interactions that tells me you are a kind and caring person. Good luck and keep going!

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Not sure? this story foggy to me ,but I would figure it out to approach that family with clearance issues,? Face to face, show up to meet with flowers , and a nice" talk it out". Resume a positive outcome for future possibilities????my opinion in this foggy scenario

Anna in Evanston, IL
Feb. 9, 2019

I'm not looking to resolve with the family who gave the bad review to change their mind. I'm keeping the details vague because I value the privacy of each family I sit for. All I can really say is that there was a massive mis-representation of the rules of the home to me and further miscommunication about the limitations of one of the children that I was not made aware of the first time that I sat for them. I was not provided the opportunity to calmly resolve with the family at the time, and they immediately posted the review. Reviews mean everything on Care. The question that I am asking from the the Care Community is more to do with explaining to a new family why I have a single extremely bad review amongst many good ones? How do I give detail and a good answer, but still be respectful of the privacy of the former family? I'm really seeking out how others may have experienced the same question or how they have dealt with a similar question in interviewing for new jobs.

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I am not sure what the exact situation was, but you could just say that the family was not a good fit for you.

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Maybe try and explain the whole event on both perspectives, without the actual story its harder to think of a response. But if it was a line of accidents try and explain that it was a misunderstanding or a bad communication incident... something like that I suppose.

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