How to Respond to Negative Online Reviews

Customer service satisfaction survey

Customer service in 2015 lives online. Many people are going online to review businesses and give their thoughts on the service. Online reviews can play a very large role in gaining new business! Because of this, it is important to monitor your online reputation and reviews.

At some point, a business might receive negative online reviews. Knowing how to respond to this review is extremely important!

Marie D’Costa , co-owner of The National Hotel in Frenchtown, N.J., said her hotel always replies to negative reviews and takes the time to find out the story behind the guest’s complaints.

Check out these 3 ways to respond to negative reviews:

  1. Say Sorry
    • “I’m really sorry you had a negative experience at our restaurant. We really pride ourselves in providing good customer service and an exceptional experience.” 
  1. Leave Marketing
    • “This must be an isolated incident, as normally people rave about our customer service – from the receptionist to the dentist. I am anxious to hear what happened to see if we can rectify the situation.”
  1. Get the Customer on the Phone
    • “I’d love for you to call me so we can work this out. My name is _____and I’m the owner – please give me a call at 1-800-XXX-XXXX.”

It is important to respond to each and every review and let the customer know they are appreciated and that you are listening to their comments and concerns.  By responding quickly, you can minimize the damage and show future customers that you take time to improve your business.