How to Respond to Negative Reviews



Believe it or not, the same premise applies to negative review response as it does to positive reviews. How you respond to a negative review impacts not only the reviewer but all the sets of eyes that come afterwards. Seeing a business handle a particularly challenging review online suggests that management is proud of their business and willing to go the extra mile to maintain their reputation!


How to respond

Make potential clients see the light with these four steps: apologise, promote, get offline, keep it simple.

  1. Apologise and sympathize The first step towards fixing a problem is acknowledging that one occurred. Regardless of what happened, a simple apology and sympathy for your customer’s experience go a long way.

  2. Promote So the famous crab cakes weren’t up to par the day this particular customer visited. If they’re what you are known for, why not reiterate that? “Our crab cakes are usually a hit, we’re sorry to hear that they weren’t up to par when you visited!”

  3. Move the conversation offline Don’t open a can of worms. Keep the lid on tight by offering the reviewer the chance to reach out via phone, email or both.

  4. Keep it simple Avoid specifics and don’t ask questions. Those conversations are much better served in a space away from the prying public.

One last pro tip: leave your business name, location and category out of this. You don’t want your negative reviews showing up in the search results!

Now that wasn’t so bad, was it? You can use software to pull in your reviews from all over the web so you can respond quickly. And if you don’t have time, seek out our business apps and services to do it for you. Not only do we guarantee a better customer experience from using our apps, but we also guarantee better results for business; by responding to reviews as soon as our software pulls them in for you!



by Team20 Content Creators