How to Respond to a Bad Google Review as a Small Business Owner
Madison Mohn • 18 October 2023
How do you respond to a bad review on Google?
Negative reviews are an inevitable part of running a small business. Even if you offer a high-quality product or service, you can’t please everyone all the time. However, that doesn’t mean you should ignore negative reviews. In fact, the way you respond to them can sometimes be just as important as the reviews themselves.
Responding to negative reviews in a professional and helpful manner can turn a dissatisfied customer into a loyal fan, improve your online reputation, and potentially win over new customers. In this blog post, we’ll discuss how to respond to negative reviews as a small business owner and turn them into an opportunity for growth and improve your customer service.
Don’t take it personally
One of the most important things you can do when responding to a negative review or low star rating is to remember that the review isn’t about you personally. It’s about the service or product your business provides.
Try to approach negative reviews with a level head and a willingness to listen to what the customer is saying. Even if you don’t agree with their assessment, it’s important to acknowledge their experience and apologize for any missteps on your end.
Decide if it is a factual review
Analyze the review
The first step in responding to a fake negative review is to analyze it carefully. Look for any clues or inconsistencies that might indicate that it is fake. Check the account of the person who posted the review. If they have only one post or have created the account recently, it is more likely to be a fake review. Look for any specific details that may not be factual or relevant. Take screenshots of the review and store them as proof in case you need to take further action.
Flag the review
Google My Business has a policy against fake reviews. If you have identified a fake negative review, report it to Google. Flagging the review will bring it to Google’s attention, and they will investigate it. The review might be removed from your listing if the investigation proves that it is fake.
However, keep in mind that it might take some time for Google to take action. In the meantime, keep responding to the review professionally. If it is on a social media account like
Facebook or
Yelp you can take action within those websites as well.
A Genuine Bad review
A factual bad review can also provide valuable insights into areas where your business can improve. Analyze your negative reviews to identify patterns or recurring issues, and use this information to make changes that will benefit your customers. By taking the feedback you receive seriously, you can turn negative reviews into opportunities to strengthen your business.
Respond in a timely manner
When a customer leaves a negative review, it’s important to respond in a timely manner. The longer you wait to respond, the more damage can be done to your online reputation. Ideally, you should respond within 24-48 hours of the negative review being posted. Be sure to thank the customer for their feedback and apologize for any negative experience they had with your business.
Take the conversation offline
While it’s important to publicly respond to negative reviews, it’s also a good idea to take the conversation offline. This allows you to address the customer’s concerns in a more private setting and potentially resolve the issue outside of the public eye. Provide the customer with a phone number or email address to contact you directly, and offer to work with them to resolve the issue.
Address the issue and offer a solution
When responding to a negative review, it’s important to address the specific issue that the customer had and offer a solution. Be as specific as possible in your response, and make it clear that you’re taking steps to prevent the issue from happening again in the future. If possible, offer the customer a discount or other incentive to give your business another chance.
Follow up with the unhappy customer
After you’ve addressed the negative review and taken steps to resolve the issue, be sure to follow up with the customer to see if they’re satisfied with the outcome. This shows that you’re committed to customer service and willing to go the extra mile to make things right.
Solicit positive reviews
Encourage your satisfied customers to leave positive reviews on your Google listing. Positive reviews can dilute the effect of negative reviews. Thank your customers after they leave a positive review. Respond to each review, positive and negative, with professionalism and appreciation. Good reputation management requires consistency, authenticity, and transparency.
Take time to reflect
As a small business owner, negative reviews can be disheartening, but they don’t have to be the end of the world. By responding to negative reviews in a professional and helpful manner, you can turn a negative experience into a positive one and potentially win over new customers in the process.
Remember to approach negative reviews with a level head, respond in a timely manner, take the conversation offline, address the issue and offer a solution, and follow up to ensure customer satisfaction. By doing so, you’ll be well on your way to building a strong online reputation and loyal customer base.
Our team here at Oostas can
help. By hiring us to manage your
social media or
SEO, we can help maintain other positive avenues for potential customers to view. Our expertise in online reputation management means we can help you manage your online presence with skill and care.
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