No business is perfect. Even with great service and happy customers, negative reviews will pop up at some point. It’s frustrating, but it’s also a normal part of running a business. The key is how you respond.
A bad review doesn’t have to hurt your reputation—if anything, it’s an opportunity. Customers don’t expect perfection, but they do pay attention to how businesses handle criticism. A well-managed response can build trust, improve customer relationships, and even turn things around.
Here’s what to do when your business gets a bad review.
- Don’t React Emotionally
It’s tempting to fire back, especially if the review feels unfair. But a defensive or angry response does more harm than the review itself. Before you reply, take a step back. Read the review carefully, and give yourself a moment to cool off.
Remember, potential customers will see your response. A calm, professional reply shows that you take feedback seriously.
- Verify the Review
Not all negative reviews are real. Sometimes they come from competitors, bots, or people who never actually used your service. It’s helpful to first check if the reviewer is a legitimate customer before responding to them.
You can look up their name in your records, check their order history or past interactions, or even see if the review includes specific details or sounds generic. If it’s fake, report it to the platform (Google, Yelp, Facebook) for removal. If it’s real, move on to the next step.
- Respond Publicly and Professionally
A well-crafted response shows potential customers that you care. Keep it short, polite, and solution-focused.
A good response includes:
- Acknowledgment of their experience
- A brief apology (if appropriate)
- A request to continue the conversation privately
For example:
“Hi [Reviewer’s Name], we’re sorry to hear about your experience. We’d love to learn more and make it right. Please reach out to us at [email/phone]. Thank you for your feedback!”
This keeps the conversation professional and encourages offline resolution.
- Offer a Solution (When Possible)
If the complaint is valid, try to fix it. A discount, refund, or simple apology can go a long way. Even if you can’t change their opinion, a fair response shows you care about customer satisfaction. Not every review needs compensation, but every customer wants to feel heard.
- Follow Up Privately
If the reviewer reaches out, handle the issue with care. A good customer service experience can turn an unhappy customer into a loyal one. If they’re satisfied with the resolution, they might even update or remove the review.
- Bury the Bad with More Good
The best way to minimize a bad review is to get more positive ones. Encourage happy customers to leave reviews by:
- Sending follow-up emails after a purchase
- Adding a simple “Review Us” link on your website or receipts
- Asking in person after a great experience
More positive reviews will push down the negative ones and improve your overall rating.
- Learn from It
Even unfair reviews can offer valuable insights. If multiple people complain about the same issue, it might be time to make some changes. Use feedback to improve your service, policies, or communication.
Need help managing your online reputation? We’ve got you covered. Contact us at MarketLocal today for expert strategies to keep your business looking its best!