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Best Practices for Responding to Negative Online Reviews

by Brian Lett - 25 Jun 2022, Saturday 274 Views Like (0)
Best Practices for Responding to Negative Online Reviews

There are some common responses to negative online reviews and complaints. Avoid retaliation, apologize, and communicate professionally with your dissatisfied customer. You may even wish to engage in a little "shout-out-hooting," especially if the reviewer is a customer of your business. If you're unsure what to do next, check out these best practices for responding to negative reviews online.

If the review has been posted on a third-party review website, reach out to the website owner and offer them facts that place your business brand positively. 

Avoiding retaliation

If you receive a negative review online, it is essential to respond thoughtfully. It's important to be as genuine as possible, and you should use your real name and contact information to explain why you disagree with the review. If possible, apologize publicly and offline. However, avoid retaliation as this may lead to a defamation suit. Sometimes, you may need to offer compensation, but not always.

First, remember that not all complaints about your company are intended as retaliation. You must be honest with employees and let them know that a review is not the result of a legitimate complaint. Payback can be problematic for managers, but the HR department should be able to provide training in this area to protect your company's reputation. Finally, ensure that your employees feel comfortable speaking up to report any issues with their employer.

Secondly, you must check the identity of the reviewer. In some cases, a negative reviewer has mistakenly reviewed the wrong attorney. Next, you should carefully consider the validity of the claims made in the review and the length of the review. In any case, you should think about how easy it would be for you to respond to the review. Once you've gathered the necessary information, you can react in several ways.

Finally, you should ensure that your anti-retaliation policy has a standard written form that employees can sign. This document should clearly outline the steps to be taken in case retaliation is suspected. Then, following up with the employee who reported the vengeance is essential to show that you care. This will help ensure that the employee feels valued and respected, and it will also allow you to update your anti-retaliation policy and approach for the future. This is true whether you are responsible for a dental practice or a tanning salon.


Responding to a negative online review requires some grace and sensitivity. It's important to express your apologies, especially if they were undeserved. However, to address the review, you should consider the following suggestions. First, remember that the person behind the review is not an authority on your product or service, and their comments aren't intended to be taken as fact.

First, apologize for the negative review. A sincere apology will put the customer at ease and lay the groundwork for a future relationship with your company. On the other hand, a brand that's too proud to apologize will turn off many customers. Instead, acknowledge the bad experience and remind the customer that you have high standards. You may also want to offer free services in the future or a replacement product.

You should offer a solution for the customer's concerns if the review is genuine. It could be a refund, free product or service, or other solution to satisfy the customer. In most cases, practical solutions will turn the unhappy person into a loyal customer. However, it's important to remember that negative reviews can be hard to deal with. It's essential to keep in mind that not all reviews are wrong, so don't worry if you don't get everything right.

When responding to a negative review online, it's essential to make sure you keep the tone positive. While you might be tempted to apologize to an upset customer, it's necessary to remain professional and respectful. A polite, kind manner will show that you care about the individual. In addition, addressing the reviewer by name will give you a personal touch and disarm an irate complainer.

Communicating with a dissatisfied customer

While responding to a customer's negative online review is tempting, it is also best to remain level-headed. To avoid losing face and damaging your reputation, you can open a new communication channel with the unhappy customer. This could be a phone number or email address. By communicating in this way, you can solve their problem sooner. Additionally, communicating with the customer offline shows them you are willing to listen and resolve their issue.

When responding to a dissatisfied customer, be sympathetic and show your company's standards and values. The tone of your response is fundamental and can quickly spiral out of control. It's best to remain calm and empathetic, even if the customer's negative review. It's worth noting that Yelp has an excellent customer-service community.

Respond to the complaint privately or publicly. Public comments should only come after private contact has failed to resolve the issue. Don't respond with defensive explanations. Public messages will be made public, and a company's reputation could be at stake. As a result, it's best to follow up with customers routinely to keep their feedback confidential and avoid public dissatisfaction.

The best way to respond to a negative review is to investigate the reasons for the customer's dissatisfaction. Then, make it clear that you are aware of the problem and apologize sincerely for any inconvenience that may have caused them. Finally, you can turn a negative review into a positive experience by showing empathy. So how do you respond to a negative review?

Avoiding stooping to a level of unprofessionalism

Responding to a negative online review should be done professionally and politely. Reacting emotionally to a review could send the wrong message, so avoiding arguments and responding in ALL CAPS is a good idea. Reacting calmly and reasonably will show your prospects that you have character and care about their needs. It will also help resolve the problem and avoid further arguments with your competitors.

Although some reviews may be vicious, the best response is to remain professional and honest. If you messed up, apologize sincerely and explain how you are taking steps to prevent similar incidents. If your customer was rude, always offer an apology and consider the circumstances. If possible, try to talk to the reviewer offline so that they can work out a solution in a private setting.

We are taking negative reviews seriously.

Taking negative online reviews seriously as a small business owner requires several steps. One crucial way to deal with negative reviews is to remain calm. While five bad reviews can hurt your business, it's best to treat the situation as it is rather than trying to eliminate it. It can be tempting to censor bad reviews or pull them down, but this can only lead to further embarrassment. The truth is, your business might not be suitable for everyone.

In general, consumers read online reviews before making purchasing decisions. Eighty percent of consumers will check reviews before making a purchase. Harvard Business School Professor Michael Luca found that one star on Yelp increased five to nine percent more revenue. But don't let a negative review ruin your reputation. Try to resolve the issues, not respond to the negative review.

A positive response to a negative review is the most effective way to frame your business in a more positive light. It will make a customer feel heard and increase the likelihood that the customer will return. While some customers may never interact with your business again, you can still use these reviews to your advantage. A response that acknowledges a customer's experience is authentic and sincere. By responding quickly, you'll increase your chance of gaining customers who will do business with you again.

Dealing with negative reviews is a stressful process. It's crucial to respond calmly and build positive reviews to avoid a negative impact on your business. While many people are hesitant to express negative opinions online, it's better to take a less drastic approach. If the online reviews are a product of negative experiences, they're most likely bad reviews. So what can you do to address this? As discussed above, communication and professionalism are essential.