A negative review is not written for you. It is read by the next person deciding whether to call. Your reply is what they judge.
Why this matters
Most people expect a business to have the occasional complaint. What they look for is how you handled it. A measured reply can turn a one-star review into a reason to trust you.
Practical advice
Four parts, in this order:
- 01Acknowledge. Name what went wrong without arguing about it.
- 02Take it seriously. Show that it matters, briefly and without grovelling.
- 03Explain or offer. One sentence of context, or the remedy you are offering.
- 04Move it offline. Give a direct way to continue the conversation.
Keep it to four or five sentences. Reply within a couple of days. Never mention a customer's private details.
Common mistakes
- Defending yourself point by point in public.
- Copying the same template reply under every review.
- Replying while still annoyed. Write it, wait an hour, then post.
- Ignoring the review entirely, which reads worse than a clumsy reply.
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