• Johnston Marketing Agency

How to Respond to Negative Reviews

Updated: Apr 28, 2019



There are 4 great ways to respond to negative reviews.

How you respond to negative reviews impact not only the reviewer, but all the sets of eyes that come afterward. Seeing a business handle a particularly challenging review online suggests that its management is proud of their business, and willing to go the extra mile to maintain their reputation!


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


1. Apologize 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 goes 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, text, or email.


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 thing: leave your business name, location and category out of this. You don’t want your negative reviews showing up in a search!


An example of how to handle a bad review.

Now that wasn’t so bad, was it? There are solutions to pull in your reviews from all over the web, so you can respond. However, if you don’t have time, contact us to do it for you. Not only do we guarantee expertise, we do it fast and respond quickly to reviews for you!


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