How to Respond To Negative (and Positive) Reviews

Criticism hurts. Many people take offense to negative feedback and react irrationally.

Publicized criticism such as negative reviews can bring out anger and fear among the business owners and operators. Since negative reviews directly impact their customer acquisition strategy, they are a touchy subject for a company’s leadership team.

Before you respond emotionally charged and ready to fight fire with fire, stop and think about how your prospective customers will perceive your customer service practices. Instead, take the high road and “kill them with kindness,” figuratively speaking.

You should respond to both negative and positive reviews. For positive reviews, you can simply thank them for their business and the time to share their experience, or you could use the reply to further highlight noteworthy business practices. Here is an example of a great response to a positive review:

“Thank you so much for taking the time to respond and share your great experience with us at XYZ. Did you also know we offer X, Y, and Z? We look forward to seeing you again soon!”

Here are some points to address when responding to negative reviews:

  • Acknowledge the customer’s problem directly
  • Apologize for the issue or their poor experience
  • Attempt to remedy the situation with a generous offer
  • Provide contact information to resolve offline
  • Update with the resolution stats

For more detail about the do’s and don’ts of responding to negative reviews, refer to the visual below from Housecall Pro:

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