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How to Respond to Negative Reviews

When considering how to respond to negative reviews, it’s worth bearing in mind that it’s not the review itself that says a lot about a business. It’s the business’s response to the review that speaks volumes.

Rule 1 – Always Respond

Rule 2 – Remember Your Manners

Resping to negative comments online

Rule 3 – Don’t Get Defensive

Rule 4 – Adapt Your Response Individually

  • A promise that it’s not a reflection of your company’s standards
  • Acknowledging their complaint
  • Explaining how you will look to rectify this issue in future
  • Offering contact details to discuss the matter further

Rule 5 – Get Out of the Public View

Negative reviews online

Rule 6 – Keep It Short