Question
How do I handle negative reviews online?
Reach · AttractShort answer 25 words
Reply quickly, calmly and specifically. Acknowledge the problem, say what you will do, and move the details offline. Do not argue or accuse the reviewer.
The fuller answer
Fix the cause where you can, so the pattern does not repeat.
Future customers read your reply as much as the review. Copy wording from Google review response examples or draft with the review reply generator.
Hi [Name], thank you for telling us. We are sorry that [specific problem]. That is not the experience we want. Please call [manager] on [phone] so we can put it right.
Edit the specifics; do not paste unchanged.
Mistakes to avoid
- Arguing in public
Instead: Acknowledge, state what you will do, move offline.
- Accusing the reviewer of lying
Instead: Say you cannot find a record and invite contact.
- Offering a reward for changing it
Instead: Never; ask politely after resolving.
Your next steps
Today
- Reply to your oldest unanswered negative review.
This week
- Write 3 reply patterns for common complaints.
This month
- Fix the top repeating complaint.
Reach by Locus IntelligenceReach keeps every location accurate and answers its reviews, per location, with approval before anything posts. Free for one location, no card.
Related questions
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Free tool · Reach · 30 secondsNever miss another customer.
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