Your Online Review Response Training

Responding to online reviews, whether positive or negative, creates a level a trust that can earn you loyal customers for life.

Here is how our service at The Rep Shop can help you with your review management.



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.

The Rep Shop Can Help You Manage Your Business’ Reputation

reputation conceptual meter, isolated on white background

Did you know that 84% of consumers say online customer reviews influence their decision to purchase a product or service?

Many local businesses have been feeling the effects of social media and the Internet for some time. If your business has not yet felt these effects, it is likely that it will in the very near future. Those who choose to ignore social media may be passing up significant business opportunities from mobile and online users.

As a business owner, it is your responsibility to make sure that your business has a good online reputation. This means that your business has the correct listing address online as well as good reviews. If your listing information isn’t correct and you don’t have the best reviews, you may have already lost business. actually has a service where you, as a business owner, can take control and manage your listings and reviews online in one easy to use dashboard.

With The Rep Shop’s online dashboard, you can increase your online visibility, respond to reviews, keep track of your competitors, and even get assistance with social media management!

To learn more about this service, request a FREE snapshot here. You can also learn more about our services and solutions at