Sharing her story on TikTok, Lauren explained that she disliked the results so much she decided to do it herself. The video, which received over 21 million views, sparked a mix of reactions online.

Adding to the conversation, her makeup artist @twirlyshears responded, expressing surprise at the bride's dissatisfaction, citing 20 years of experience and good communication with clients. Her own video amassed over 82 million views, with many commending her professionalism and defending her work.

This viral exchange highlights the challenges businesses face when coming under scrutiny, particularly in today’s fast-paced digital world. To help businesses navigate such situations, the insurance team at Bionic has shared expert tips on how to protect and safeguard your reputation if your business is in the spotlight.

Respond promptly to negativity 

If your business comes under scrutiny, be sure to respond promptly as customer feedback has the potential to make or break your business. Professionally address any negative reviews publicly as this shows you care and are willing to rectify any issues which builds trust and can even win over critics.

A response something along the lines of, “We’re sorry to hear about your experience. Customer satisfaction is our priority, and we’d like to make it right. Please reach out to us directly,” should be more than sufficient.

Build your business reputation 

If your business has received negative feedback, it’s essential to address it quickly and focus on rebuilding your reputation. In order to do this, be sure to: 

• Deliver exceptional service and products: a strong reputation starts with consistent quality. Customers value businesses they can trust, so strive to provide the same outstanding experience every time.
• Encourage positive reviews: satisfied customers are often happy to share their experiences if you ask them. Politely request reviews on platforms like Google, TripAdvisor, Yelp, or social media. For example: “We’d love to hear about your experience! If you enjoyed your visit, a review would mean the world to us.”
• Leverage testimonials: highlight glowing reviews on your website, social media, or marketing materials. Sharing real customer feedback adds authenticity and demonstrates the quality of your business to potential customers.

By addressing issues promptly, delivering consistent excellence, and showcasing positive feedback, you can effectively rebuild and strengthen your business's reputation.

 Invest in sufficient insurance

Protecting your business is as important as delivering great service. The right insurance can reassure customers that you’re prepared for the unexpected, while also safeguarding your reputation.

Public liability insurance helps cover claims involving injury or property damage, such as a customer slipping on a wet floor.

Product liability insurance helps protect against claims if a defective product causes harm, ensuring issues are handled quickly and responsibly.

Laura Court-Jones, a member of Bionic’s insurance team added: "A strong reputation doesn't happen overnight. It's built on excellent service, transparent communication, and having the right safeguards in place to protect against potential mishaps.

“Incidents, even when unintentional, can damage trust. The right insurance shows customers that you take their safety seriously and are prepared to handle unforeseen circumstances."

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