{"podcast":{"title":"CRUNCH","slug":"crunch-6600780","podcast_index_feed_id":6600780,"rss_url":"https://feeds.captivate.fm/crunch/","website_url":"https://www.wearehmc.co.nz/podcast/","image_url":"https://artwork.captivate.fm/3ee0543d-0142-4760-95ba-a1047b6dcc57/wDCoYL3d_RMJRejVQhAImRJv.png","author":"HMC","episode_count":28,"summary":"Get ready to embark on a ‘PR learning adventure’ with CRUNCH! Three-time winner of the PR Institute of NZ’s ‘Small PR Agency of the Year,’ the HMC team provides practical wisdom to help business leaders turbocharge their reputation-building game. Tune in to these 'crucial chats over lunch' - CRUNCH - for entertaining insights that will empower you to forge connections and relationships with those who matter most in your industry. Whether you are steering the ship as a visionary CEO, orchestrating strategy from the boardroom, or driving a dynamic communications team, the HMC crew is your ultimate partner for PR success. Join us and our amazing line-up of experts as we dive deep into the trenches of reputational challenges. From building your brand, to encouraging staff loyalty, to handling issues and crises, the HMC team will equip you with proven PR strategies. And that’s not all – buckle up for episodes that unravel the mystique behind the latest digital PR trends. Wondering if you should seize the trend or let it slide? We’ve got your back with insights that slice through the noise and deliver crystal-clear information you can use to succeed in your leadership role. Ready to div…","last_synced_at":null,"page_url":"https://stenobird.com/podcast/crunch-6600780"},"episode":{"title":"Bad Review!  What Should I Do?","slug":"bad-review-what-should-i-do","published_at":"2026-01-11T18:00:00+00:00","page_url":"https://stenobird.com/podcast/crunch-6600780/bad-review-what-should-i-do","show_page_url":"https://stenobird.com/podcast/crunch-6600780","url":"https://www.wearehmc.co.nz/ep-3-bad-reviews/","audio_url":"https://episodes.captivate.fm/episode/3ebd85e9-1520-42be-a12a-e5ae73b4d2d6.mp3","summary":"This is a CRUNCH 'small bite' - a quick tip for our followers and fans. Got a one star review and feel a bit sick? You are not alone. In this episode we talk about what to do when someone posts a bad review about your business, product or service. We get real about the first reaction most of us have - hurt, angry, defensive - and how hitting reply too fast can make things worse. HMC senior account managers, Emma Letessier and Vicki Jones, walk through how to pause, breathe and then respond in a way that shows you are listening and willing to put things right. They talk about when to say sorry, how to take the conversation offline, and how a calm, human reply can actually make you look more trustworthy to everyone reading the review. We also talk about the upside of reviews. Good ones are powerful social proof. Tough ones can highlight gaps in your service and give you a chance to improve. Key takeaways Do not fire back in the heat of the moment. Take a pause, then reply calmly and professionally. If you have made a mistake, say so and explain what you are doing to fix it. Write some simple response templates for common situations, then personalise them for each review. Reply to the good reviews too. A quick thank you shows you value your customers. Treat negative reviews as free feedback that can help you improve your systems and service. Keep your tone empathetic and human. People are watching how you handle criticism, not just what was said.","meta_description":"This is a CRUNCH 'small bite' - a quick tip for our followers and fans. Got a one star review and feel a bit sick? You are not alone. In this episode we t…","key_points":[],"chapters":[],"topics":[],"duration_seconds":458,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/crunch-6600780/episodes/bad-review-what-should-i-do/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/crunch-6600780/bad-review-what-should-i-do.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}