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How To Handle Negative Customer Reviews


At some point all business owners will have to encounter a negative review. Most will find it quite an emotional experience – frankly, there is not a person who is a fan of being criticised, especially in front of millions of other users.

If you just received a cross enquiry from a customer, don’t panic. This article will tackle the ways of dealing with negative reviews.

How Negative Reviews Affect Your Business

A psychological study by Brent Coker revealed that people who saw a positive review first remained positively influenced even if a negative one came afterwards.

This is just a fact to confirm the importance of reviews for a commerce. It is pretty much intuitive that a positive comment is likely to increase your marketability, whereas a negative might take away your consumers.

Regardless, you can always take advantage of any sort of assessment.

Best 5 Ways To Transform Negative Reviews Into Advantages – Delete or Transform?

There are several ways in which an angry client can help you promote the growth of your business.

  1. Show them you care.

By responding to a negative commentary, you’re speaking not to a single person, but to the entire audience. This will demonstrate that you’re ready to communicate.

      2. Manifest it that you’re not embarrassed.

If you choose to stay silent, users might perceive you as indifferent to feedback. By replying you’re indicating that you are able to take responsibility.

      3. This is your opportunity to solve the problem.

If you’re successful, the customer might change their opinion and call the review back.

      4. Resolution might increase your profit.

Studies show that making an existing customer satisfied makes them twice more likely to purchase from you again.

      5. Responding makes you stand out.

Many businesses ignore negative reviews. This is your chance to show you’re better than the competing firms.

How To Work With Negative Reviews: A Step-By-Step Guide

Despite all the seemingly optimistic standpoints, you still must be disheartened. Use a few tips for handling negative reviews.

  1. Take a moment to compose yourself. Give it some time to settle down.
  2. Respond quickly. Best customer service is served hot – don’t keep them waiting and respond within 1-2 days.
  3. Switch the discussion To offline. Do not reply more than twice to the same person and have an argument in front of everyone – suggest they call you back for a private conversation.
  4. Make positive reviews cover the negative. Statistics signify that it only takes people to read about 10 reviews until they can trust a business. Look into ways to create reviews about company – there are some quite helpful tips out there.

How To Respond To Negative Online Reviews

Now that you’ve stabilised your nerves and sorted it all out in your head, you should think of constructing a clear and concise answer. Here are a few important points to know how to respond to negative reviews.

  1. Be sympathetic. Apologise and say sorry for their unfortunate experience, express your concern.
  2. Refer to your usual service quality – make sure they know that you are willing to give your customers a five-star experience.
  3. Keep it simple. It is not a good idea to write a long report in response to a negative review, that would make you sound anxious. Your best bet is a short and polite message, ideally three sentences or under.
  4. Get someone to check your review. A neutral opinion from an uninvolved person will refresh your perspective.

Tips To Resolve the Issues and Avoid Next Negative Reviews

Knowing how to deal with negative reviews is not quite enough for a professional – you must also look to prevent any further accidents that might lead to more negative feedback. There are several things you could do:

  1. Work on whatever issues the individual had to fix the solution in place, so that the problem doesn’t emerge in the future.
  2. Add a box for complaints on your website. This gives clientele a chance to contact you directly before leaving a review.
  3. Monitor your reviews. Know what your people say about you – set alerts in Google and social media to stay in the loop.
  4. Contact buyers shortly after they’ve received their service or product to make sure they liked it.
  5. Keep in contact with your customers through social media. Converse with the community – this way rather than leaving a negative review they might just choose to speak with you.


It is essential that any specialist knows how to handle negative online reviews, because the way they reply creates their public image. However difficult it might be, you must be understanding and polite. Work on resolving the matter to avoid similar problems in the future.