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.

4 Ways to Revive Your Reputation


Online reputation management is important for businesses of any size. It’s about creating a positive web presence to make your brand one that people trust and want to engage with. It doesn’t matter how great your product is – if people don’t trust you, they won’t be interested in it.

1. Respond to Reviews

Online reviews can be great for your business, especially if you have raving customers. However, reviews can also hurt your business if they are negative. Stay on top of the negative reviews by responding timely to the person who wrote the review and provide contact information so that the person’s problem can be resolved.

2. Keep Your Social Media Presence Active

Do some research and figure out which social media networks your customers are visiting frequently and make sure you have active accounts in those channels. Develop a social media marketing strategy that will benefit your business! Posting frequently and sharing the latest updates and news going on with your company can assist in keeping your business top of mind with your customers.

3. Be Transparent

Encourage your customers to write reviews and ask for feedback! It can be a scary thing to be transparent, but having an open line of communication can bring many opportunities and ideas on how to better serve your customers.

4. Learn From Your Mistakes

Mistakes happen, but the way your business handles itself after the mistake is crucial. As Brian Stephens said, sometimes crashes are even better learning lessons for us than when everything goes right.

Get your FREE reputation management report here and learn how The Rep Shop can help you manage your online reputation.