How To Deal With a Negative Review?

People who enjoy writing reviews are a bit like people who love to travel. They love to see new places, try new things and explore the world around them. People who don't enjoy writing reviews are sort of the opposite. They prefer to stay in their own little bubble, doing what they like without having their opinions tested or questioned by others. That's why it can be so upsetting when someone writes something negative about your business---and it doesn't matter whether that something is on Yelp or Amazon or Reddit or whatever other platform people use these days. It's hard not to take those things personally; after all, we're human beings and we care about our reputation! But here's the thing: You can't control what people write online about your company unless you're willing to delete every single review ever written by anyone anywhere...and even then some folks would probably still find a way around it! So what do you do? Here are some ways that have worked for other businesses in similar situations:

acknowledge the review publicly.

The first step in dealing with a negative review is to acknowledge it. You don't have to engage with the person who left the review, but you should acknowledge publicly that they did leave one and what you are doing (if anything) about it. People will see this and realize that your company is taking their concerns seriously, even when those concerns aren't warranted or completely valid.

ask for an offline discussion.

If a customer is willing to discuss their experience, the next step is for you to ask for the contact information. This can be done in many different ways, but the most effective way is if it comes from a third-party review site like Yelp or Google Reviews.

Make sure that you are polite and professional when asking for their contact information. You'll want to explain why you are reaching out: "I would love to hear more about your experience with us today so that we can learn from it and improve our business moving forward. If there was something we could have done differently or better, let us know so that we can fix it!"

If they refuse again, one last time ask them if they would reconsider writing their negative review down so that other people don't get misled by it (think of TripAdvisor).

respond to the review with a solution.

It's important to remember that the customer is always right. If they are unhappy and you can do something to make them feel better, then it is your job to do so. It's also important not to get defensive when responding or engaging with negative comments on social media, even if they are completely unfounded and unreasonable. Instead, respond respectfully and try to find some common ground or a way forward together.

One way of doing this is by offering them a solution where possible - "I understand how frustrating that must have been for you; I apologize and will make sure this doesn't happen again." Responding in this way shows that you have taken their criticism on board, but also makes it clear that there is no need for aggression or an argument as there was no fault on your part (in most cases).

delete reviews that break terms of service.

There are also several types of reviews that should be deleted, as well:

  • abusive or offensive reviews

  • off-topic reviews

  • spam reviews

  • fake and paid for reviews (these look like they're from real customers, but they aren't)

handle it professionally every time.

When you're dealing with a customer, whether it's a negative review or just a problem of any kind, it can be tempting to get frustrated. It's okay to be upset or angry---that's natural! But keep your cool. Responding to your customers in a negative way will only make the situation worse and could damage your reputation even further than the original review did.

Instead of getting angry and attacking back, do what you can to keep things professional. Here are some tips for keeping things civil:

  • Be polite. When responding to customers online (or anywhere), remember that they're people too---and treat them like humans instead of machines or robots who are out to get you because they don't understand how great your company is!

  • Be patient. If someone has written an especially harsh post about your business (or said something mean about you personally), try not to take it personally; chances are good that person didn't mean anything by it at all---he or she might just have had a bad day when posting their comments online! Also remember that even if someone does intend for their words/actions toward others online specifically because those individuals don't seem like human beings at all (like so many people do these days). This means taking criticism from strangers with kindness rather than anger; being angry will only cause problems between yourself -

be prompt in your response.

The first rule of responding to negative reviews is, of course: be prompt. If you don't have a response ready and available for your customers, it's better not to respond at all than to wait too long. Most people will understand if they don't hear back from you right away---but they won't if they know that you could have responded sooner but chose not to.

If you do decide to engage with a negative review, keep the tone professional and informative. If possible, provide any evidence or information that would help prove your point (like screenshots or receipts), but avoid using inflammatory language in your response.

make sure it never happens again.

  • Make sure you have a good system in place to monitor reviews.

  • Make sure you have a system to handle complaints.

  • Make sure you have a system to handle negative reviews.

  • Make sure you have a system to handle positive reviews.

thank them for their input.

The first step to dealing with negative feedback is thanking the person for their input. You can't control what people write or how they feel about your company, but you can control how you react and let other people see you react. One tip is not getting defensive---even if the review seems completely unfounded and unfair, remember that there were probably some valid points in it somewhere, even if the reviewer was just having a bad day. Also don't get angry or argue back---it's unlikely that anyone else would agree with this person anyway, especially since he has gone out of his way to fill out an online form just to tell everyone how wronged he feels by you!

Just remember that even though this person isn't happy with your product or service right now, may not be honest in his/her assessment of it (or maybe even rational) and could very well never come back again after leaving such an uninspired review--your business still needs its reputation management strategy in order for longevity! This means looking at all reviews as opportunities rather than threats; read them carefully; consider what parts might have been helpful suggestions from someone who cares about improving their experience; take note of any patterns between them; then build up strategies accordingly so as not only make changes for future customers but also continue building trust among current ones too!

You can't control what people write, but you can control how you react and let other people see you react

You can't control what people write, but you can control how you react and let other people see you react. When it comes to dealing with negative reviews, social media is your best friend. Social media is a great way for companies to show the public that they care about their clients' feedback and are willing to work hard to address their concerns.

When someone leaves either a 1-star or 5-star review on one of your profiles, be sure to respond quickly (within 24 hours) and keep the conversation going by asking questions such as: What made this experience bad? How could we make it better next time? Do you have any suggestions on how we can improve our service/product/offerings?

Responding promptly will help boost customer confidence in your company while showcasing that customer satisfaction is of utmost importance to you as an organization.


While negative reviews may seem like a bad thing, they can actually be a great opportunity for you to show the world your true colors. A good reputation is priceless and can be built up over time with hard work and dedication. Just remember that when something goes wrong, it's vital that you not only fix it but also communicate with those affected by these issues on an individual level so they feel heard as well!