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How to Respond to Negative Business Reviews

Written by Jenn Johnson

Our account managers get this question a lot, “How do you respond to negative business reviews?” A lot of the time business owners and/or managers don’t respond to negative reviews because they don’t want to open a can of worms. Instead, they ask how to remove reviews to avoid opening Pandora’s box of review mayhem. The conversation generally turns to the account manager explaining to the business owner and/or manager that responding to all reviews is important and it’s even more important to respond to the negative reviews.

…but how? How does one respond to a review that is totally false and basically a lie? Easy… you answer in a way that doesn’t create conversation, don’t publicly address whatever happened and “place the ball in the court” of the reviewer to have them contact you off-line. Here are a few examples:

“Hello so-and-so, we ask that you contact our store manager, {store managers name}, so that we can get to the bottom of your situation. Thanks, Place-of-business.”

“Hi so-and-so, we are puzzled about the situation you are explaining. Please contact the store manager, {store managers name}, so that we can quickly address the situation. Thank you, Place-of-business.”

Here is a helpful hint: Those who leave a review on Google cannot respond back to your response. Those who leave a review on Facebook can respond back to your response.

So what do you do when the person who left the review continues to slander your business? Do not respond back to them… they are just making themselves look silly. As the business owner/store manager, you did your part of asking them to contact you to talk it out. Carrying out a situation on Facebook (or any other social media platform/review platform) is very, shall we say, childish. If the person who left the review continues to carry on, then block them from your page.

Need more advice on business reviews? Check out this blog posts: Facts About Young Customers & Reviews, Why Respond to Negative Reviews?, Respond to Reviews  and How to Gain Reviews without Becoming That Person. If you want to talk to one of the Upright-Tire account managers about how to handle a bad review, then reach out to us via Facebook, Twitter or give us a call!

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