Negative Reviews are Valuable too!
- Read: Read the entire review and make note of what’s being said about your business. Be sure to take the time to research and gather the facts surrounding the negative review–the more informed you are, the better you’ll be able to craft a professional response.
- Relax: It’s completely normal to get upset after receiving a negative review about your business, but don’t panic! It’s important to remain calm and professional, and to avoid your instincts to comment immediately and rashly. Take some time to breathe and clear your mind before responding.
- Respond: Did you know that 80% of customers are reassured when management responds to a negative review? Your response can turn the situation around and let potential clients know that you care. Always thank them for taking the time to leave you feedback–this will go a long way. Your response should be brief and sincere, and always make sure to offer to continue the conversation offline. For example, “Thank you for taking the time to review our property. We truly value the opinions of our customers and are very sorry to hear that we did not meet your expectations. Please know that we strive to provide the best service possible for our customers. Please contact me directly at so we can come to a resolution.”
Remember, negative reviews can identify potential areas for improvement, provide valuable insights into what you can do better and offer transparency into your customer needs. If you receive a negative review, remember to Read, Relax and Respond!