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Responding to negative reviews

December 24, 2022 • Posted in Reviews• By Chris Deane

Negative reviews can be frustrating for businesses, but it’s important to remember that they are an opportunity to turn a negative experience into a positive one. Here are some tips for responding to a negative Google review:

Stay calm

It’s natural to feel upset or defensive when you receive a negative review, but it’s important to keep a level head when responding. Take a few deep breaths and try to see the situation from the customer’s perspective.

Thank the customer

Even if the customer’s experience was negative, they took the time to leave a review. Acknowledge their feedback and thank them for bringing the issue to your attention.


If the customer had a legitimate issue, apologise for their negative experience. A sincere apology can go a long way towards diffusing the situation and showing that you care about your customers.

Offer a solution

If possible, offer a solution to the customer’s issue. This could be a refund, a discount, or some other form of compensation. By showing that you are willing to make things right, you can turn a negative experience into a positive one.

Follow up

If you offered a solution to the customer’s issue, be sure to follow up to ensure that it was satisfactory. This shows that you are committed to customer satisfaction and that you value their business.

Why is it important to respond to a negative Google review? Responding to a negative review can show that you are committed to customer satisfaction and that you value their business. It can also give you an opportunity to resolve any issues and turn a negative experience into a positive one. Additionally, by responding to negative reviews, you can show future customers that you are willing to listen to feedback and make things right. This can help to build trust and credibility with potential customers.

Remember, that while a bad review may be coming from one disgruntled customer, you’re not actually replying to a single person, you’re writing for an audience of thousands.

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