How to respond to negative reviews effectively

It’s easier than ever for customers to leave reviews of your business. And even the most successful business will occasionally receive a bad review. Sometimes, these reviews are due to the customer’s experience – like being overpromised on a delivery time or receiving faulty equipment. Yet, other times, the review may be completely unwarranted.

Regardless of whether you deserve the review or not, it’s your responsibility as a business owner to respond to them all rationally. Use the opportunity to learn what happened, then formulate a response showing you care.

After all, a review is your chance to make things right with a customer so they’ll hopefully return. It’s also your chance to show prospective customers you’re a company they want to do business with. Leveraging a 24/7 answering service like Answerforce can effectively manage and streamline your customer communications, ensuring you always have the opportunity to engage with your customers.

Below, we’ll walk you through some effective strategies on how to respond to negative reviews.

The importance of responding to bad reviews

By responding to negative reviews, you show you care about your customers and their experiences. You’re demonstrating your commitment to resolving issues and improving the customer service experience you provide. When you respond well, you may even be able to retain the customer.

Within your response, you can help take control of the narrative. Address the customer’s concerns, offer solutions, and showcase your commitment to excellent service.

In addition to mitigating a negative customer situation, bad reviews can offer valuable insights about your business. You can use them to identify and rectify issues you may not have been aware of otherwise. Your responses help shape the public perception of your business and maintain positive social proof. 

You’re also signalling to future customers that you care. When people are researching your business, they’ll look at reviews. Showing you care about both the good and the bad is a positive message for potential customers about your business.

How to respond effectively to negative reviews

It’s natural to immediately get defensive when you receive a negative review. But that’s the last thing you’ll want to do in your reply. 

Instead, stop and think – rather than react in the heat of the moment. Remind yourself the review isn’t personal; it reflects a customer’s experience.

But although you shouldn’t respond in anger, the time to respond does matter. When you reply promptly, you can help reduce the negative review’s impact and showcase your proactiveness in addressing issues.

Personalize your response by addressing the customer by name. Take responsibility for the customer’s experience, even if you don’t agree with all aspects of their review. Include a sincere apology for any inconvenience or dissatisfaction caused.

Follow-up is also key. Assure the customer you’ll contact them directly to address any remaining concerns or offer further assistance.

To ensure your response feels genuine, sign it with your name or the name of a responsible team member.

What to avoid when replying to bad reviews

It’s tempting to quickly craft a response when you get a bad review, but make sure you’re calm first.

Keep your response professional without shifting blame to the reviewer. Approaching a reviewer as an enemy might cause additional arguments or further damage your company’s reputation.

Negative review examples and response templates

Customers commonly use reviews to voice their opinions about issues like customer service, faulty equipment, and poor job quality. Below, we outline several real-life examples of negative reviews and response templates you can use in similar situations

1. Poor customer service

 

 

What All States Landscaping did well

In its response, the company recognizes the customer’s inconvenience and sincerely apologizes. The company also explains further actions it will take to ensure customer service is always a priority for its employees. 

The ​​response helps customers feel valued and assures them their concerns will receive serious attention.

Here’s a template to help you respond to negative reviews about customer service:

Dear [Customer’s Name],

Thank you for bringing this issue to our attention. 

We sincerely apologize for the poor customer service you recently had with our business. We understand how frustrating this situation must be for you, and we take full responsibility. We’re taking immediate steps, like [outline the steps], to prevent similar experiences in the future.

Thank you for your patience and understanding.

Best regards,
[Your name and contact information]

2. Timing issue

 

 

What Davis & Green Services did well

The company demonstrates its commitment to resolving the issue and restoring confidence in its brand. In its review, Davis & Green Services apologizes for the dismissive behavior and encourages direct communication. 

Here’s a template to help you respond to negative reviews about timing issues:

Dear [Customer’s Name],

Thank you for bringing this matter to our attention. I sincerely apologize for your experience with our company and can understand your frustration and disappointment.

I have shared this issue with our management team to address it promptly. We’re committed to improving our services and will take the necessary steps to prevent such issues in the future.

If you have any further concerns, please contact me directly.

Best regards,
[Your name and contact information]

3. Poor service/job quality

 

 

What Mr. Rooter Plumbing of Cleveland did well

Mr. Rooter’s response addresses the reviewer’s customer service issues with empathy and a strong commitment to resolving the problem. The company clarifies what to expect next and outlines its commitment to resolving issues.

Here’s a template to help you respond to negative reviews about poor service or job quality:

Hello [Customer’s Name],

We sincerely apologize for the subpar quality of the work performed at your residence. Your experience doesn’t reflect the high standards we set for ourselves.

We understand your frustration and are committed to promptly resolving this issue. Please contact us at [phone number] so we can arrange a time to address and rectify the issues.

Thank you for bringing this to our attention and allowing us to improve.

Best regards,
[Your name and contact information]

4. Faulty equipment

 

 

What US Heating & Air Conditioning did well

The reviewer’s response shows the company’s concern about the reviewer’s complaint and commitment to discovering more. Encouraging the reviewer to contact the company president directly demonstrates a strong commitment to resolving the issue.

Here’s a template to help you respond to negative reviews about faulty equipment:

Hello [Customer’s Name],

Thanks for taking the time to let us know about your recent experience.

Rest assured, this is not a common occurrence at our company. I’m sorry you didn’t have a positive experience, and I’m eager to resolve it for you. [Include how you will make it right].

If you need anything further, please reach out to me directly.

Best regards,
[Your name and contact information]

5. Missed appointment/turned up late

 

 

What Roto-Rooter Plumbing & Water Cleanup did well

Roto-Rooter’s response acknowledges the customer’s issue and offers a genuine apology. By providing contact information, the owner ensures a channel for direct communication to restore customer trust further.

Here’s a template to help you respond to negative reviews about missed appointments:

Hello [Customer’s Name],

Thank you for bringing this to our attention. We sincerely apologize for any inconvenience caused by our lack of communication. Providing clear and timely updates is our priority, and we regret we fell short of your expectations.

To rectify this, we are implementing measures to improve our communication processes. Going forward, we will ensure [outline a specific action, like regular updates via email] to keep you informed every step of the way.

Your feedback is invaluable, and we appreciate your patience and understanding. Please feel free to reach out directly if there’s anything else you have concerns about.

Thank you for your understanding and for allowing us to improve our service.

Best regards,

[Your name and contact information]

6. Employee mistake

 

 

What US Air Conditioning & Heating did well

The company’s response includes a sincere apology and assures the customer it’s a rare occurrence. The response also states the company will take further actions to ensure it delivers high customer satisfaction in the future.

Here’s a template to help you respond to negative reviews about employee mistakes:

Dear [Customer’s Name],

Thank you for reaching out and sharing your concerns. 

I’m sorry this happened to you, and I want the opportunity to make things right. If you can contact me directly, I have several options.

We’re also putting procedures in place to ensure it doesn’t happen again, like [outline specific measure].

Best regards,
[Your name/contact information]

Conclusion about how to respond to negative reviews.

To maintain trustworthiness and uphold a strong reputation, you must address customer reviews – good and bad. When doing so, keep the following in mind:

• Remain professional, use a calm and professional tone, and avoid blame-shifting,
• View negative reviews as constructive criticism that can help you identify areas for improvement, and
• Act on feedback by making necessary improvements and informing the customer about the steps you’ve taken. 

Take control of your online reputation and elevate your customer service with 24/7 answering service! Contact us for more details