8 Steps to Responding to Negative Reviews

8 Steps to Responding to Negative Reviews

Any negative feedback regarding your services and products can become a blow to your self-confidence as a business owner. We live in a world that includes both constructive criticism and online bullying, and sometimes you can’t discern the difference. That’s why we want to lay out a few pointers on how to handle negative criticism you receive on business review forums like Google Reviews or Yelp.

Responding to Negative Reviews

Remain Professional But Respond Swiftly

Promptly address the complaint using professional language. If you choose to respond to a bad review on Yelp directly, make sure you proofread it for spelling and grammar to prevent embarrassment.

Use Empathy When You Encounter A Legitimate Customer Concern

It’s possible that the customer just had a fluke or bad experience at your restaurant or car dealership. Things happen, but if they’re upset, your best chance at assuaging the irritation is through empathy. Only apologize if the situation merits it, though.

Fix The Problem Whenever Possible

If there’s an obvious mistake, go an extra yard and correct it. Sometimes, this might include offering them a discount on future purchases. If done correctly, they might become your best customer later.

Listen to Improvement Suggestions

Sometimes your clientele may have suggestions that will improve your business in a hurry with a new idea. It pays to listen and keep an eye out for these hidden hints.

f you ever SOLICIT improvement suggestions, you’re much more obliged to implement them, so tread carefully. This is true for employees and customers. If you ask for their opinion and then ignore their advice, they may hold that against you.

Use Criticism to Create Better Customer Experience

Multiple complaints on a common issue might be a sign that it’s time to make an adjustment somewhere. Rather than sulking, try to take advantage of what basically amounts to free research information.

Never Appear Negative (including internally)

It would be very easy to lose your cool and embroil yourself in emotions, but you must avoid this. Even if you hide it well, the negativity can deteriorate your mindset and damage your productivity.

Talk Offline If Possible

This is not always feasible, but if you can find a way to talk on the phone or even through a direct message somehow, you might be able to discover the root cause of the issue much easier, resolve it, and prevent future occurrences with other customers.

Track All Complaints

Larger companies devote entire quality-control staff to answering and systematizing customer complaint management. You don’t have to create an entire database, but it helps to have a written record of complaints so that you can review things comprehensively from time to time (especially at business meetings).


DigiSphere Marketing hopes you found these techniques for managing negative reviews helpful. This illustrates the multifaceted nature of managing your online presence for your business. If you need assistance improving your online image or constructing a top-notch website, then contact us any time at (800) 807-4079 to discuss our Reputation Management services for your business. You can also fill out the form below!

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