A negative review is rarely read by the person who wrote it. It is read by the next customer deciding whether to call you.
The four-part reply
- 01Acknowledge the experience without arguing the facts.
- 02Take it offline with a real contact point.
- 03State the standard you hold yourself to.
- 04Close warmly and stop.
What not to do
- Do not relitigate the timeline
- Do not name staff
- Do not sound legal