What to Do When Your Business Receives a Bad Review

A bad review may initially appear to tarnish your business’s reputation, but it doesn’t have to.

Even the best businesses occasionally receive negative reviews. However, what truly matters is how you and your team respond.

1. Don’t stress

According to research from Bright Local, negative reviews have an impact, but not as much as you might think. 68 percent of consumers are more likely to use a local business with a positive review, while negative reviews sway only 40 percent of consumers.

Consumers typically read an average of 10 online reviews before trusting a local business. A multitude of positive reviews with a few negatives won’t significantly affect a potential customer’s opinion of your business.

Additionally, 40 percent of consumers only consider reviews written within the past two weeks. Strengthening your positive reviews pushes any negative reviews further down.

TechCrunch suggests that having too many 5-star reviews can actually be a red flag for consumers, as they may seem too good to be true. Research from GetApp indicates that an average rating between 4.2 and 4.5 is considered the most authentic.

2. Keep your cool

When reading a negative review, it’s natural to have an emotional reaction, particularly if it seems unjust. Take some time to cool off before responding, but don’t forget to address it. Responding promptly is important, but avoid doing so in the heat of the moment. A simple acknowledgment such as, "Thank you for your comments. We will investigate this and provide a more detailed response," is a good start.

3. Be diplomatic

Maintain a positive mindset and compose your response as if you were speaking to the customer face-to-face. Check if a truly terrible review on a platform like Yelp violates their terms of service and can be removed. However, most bad reviews, even if difficult to read, are unlikely to qualify for removal.

It’s crucial to avoid being defensive, even if you believe the review is unjust. Always remain civil and professional, and offer a solution when appropriate. Avoid using canned responses—compose an authentic reply that addresses the customer’s concerns and outlines your plan for resolution. Express gratitude to the customer for bringing the issues to your attention.

4. Respond promptly

According to Jay Baer and Edison Research, 53 percent of customers expect a reply when they leave an online review, and they expect it to be prompt.

It’s no surprise, given people’s increasing expectations around customer support response times. 32 percent of individuals anticipate a response within 30 minutes, and 42 percent within 60 minutes. Surprisingly, 57 percent of customers expect the same level of response time even during evenings and weekends.

5. Respond publicly

While responding to customer complaints in a public manner, such as on social media or a review site, may appear risky, it’s important to remember that the public is watching either way. By responding publicly, you show that you acknowledge and respond to feedback, which can have a positive impact on your reputation.

Although it may be appropriate to follow up privately via email or phone for complex complaints, ignoring public criticism runs the risk of creating a negative perception that you’re unresponsive.

6. Regularly review customer feedback

To make the most of customer feedback, actively read and respond to it on a regular basis. This demonstrates that you value customer input and enables you to identify any shortcomings or areas for improvement. Timely responses to unhappy customers make them feel valued.

Monitor response times to identify potential bottlenecks in your system. Emily Washcovick, a manager of business outreach at Yelp, emphasizes that managing customer feedback channels can be an opportunity to improve customer service and increase consumer trust.

7. Should you remove bad reviews?

Leaving negative reviews visible to the public can be counterintuitive. However, it demonstrates that you acknowledged, responded to, and potentially resolved the issue. If customers only see 5-star reviews, they may doubt the authenticity of the comments.

While fake negative reviews can be reported and removed, platforms like Facebook won’t remove unflattering reviews. Responding authentically, owning the problem, and offering a solution is generally the best approach.

8. Responding to negative Ebay/Amazon reviews

When addressing negative Amazon reviews, you have three options: revision or removal by the customer, removal by Amazon, or public response.

If possible, contact the customer directly to resolve the issue and potentially ask them to revise their review. Taking steps to eliminate the cause of the negative review may encourage some customers to reconsider their assessment. However, public response becomes essential if the issue remains unresolved.

9. Responding to negative Airbnb reviews

Reviews on Airbnb are not immediately visible, as they wait for both the guest and host to submit before publishing simultaneously. This delay allows you to acquire positive reviews before a potentially problematic one is posted, pushing it further down the list.

Airbnb hosts can respond publicly to reviews, which is helpful when a negative review stems from a fixable issue like a broken air conditioner. As with other responses, maintaining a respectful tone is crucial to not discourage potential guests.

10. Asking for customer reviews

Many satisfied customers may not think to leave a review unless prompted. Asking for reviews is often the most effective way to receive them. Depending on your business, you can send emails requesting reviews a few weeks after customers receive an item or send general feedback emails to customers every few months.

When asking for reviews, emphasize the importance of honest feedback. Compensating for reviews is prohibited on most platforms, although requesting reviews is generally acceptable. Familiarize yourself with each platform’s terms of service and guidelines.

How you handle customer complaints contributes to your company’s culture. While it’s impossible to please everyone, demonstrating that you value their input is crucial. Thank customers for their feedback and use it to understand your market and improve your competitive edge. But don’t let harsh criticism get under your skin.

Andrew Brooks

Hello!

I’m Andrew Brooks, a seasoned finance consultant from the USA and the mind behind phonenumber247.com.

My career is built on a foundation of helping individuals and businesses thrive financially in an ever-changing economic landscape. At phonenumber247.com, my aim is to demystify the complex world of finance, providing clear, actionable advice that can help you navigate your financial journey with confidence. Whether it’s personal finance management, investment strategies, or understanding the nuances of market dynamics, I’m here to share insights and tools that can propel you towards your financial goals.

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