Skip to Content

It’s never easy to get a negative online review. But as the review management team at knows all too well, it’s easy to respond to a review in the right way, and get the recovery your business both needs and deserves.

Start by reading the words of the reviewer carefully. If you’re dealing with a Yelp review, count how many stars the reviewer included, and try to determine just what’s at the root of a low score. Was it a product? A service? The price? Snarky staff? Dive deep into the words and try to get a real picture of what caused that negative online review.

Then, interview anyone and everyone who may have contributed to the problem. According to a review management coordinator at, staff often have access to bits of data that online reviewers don’t know about. They may have dealt with a staffing shortage, a broken piece of machinery or another irate customer while the Yelp-writing customer sat and fumed.

Finally, think about what you can do to fix the problem. Will an apology help, or do you need to reach out with some kind of gift or discount on future services? The severity of the mix-up and the tone of the online review should give you all of the data you need in order to decide on an approach.

Then, reach out to your reviewer personally. favors a personal approach in which the business owner responds to the complaint on a one-on-one basis and tries to make things right. If you explain what you’ve found, what you think and what you’re preparing to do, you could handle the problem before it grows.

Interested in more advice from a top reputation management company? Be sure to visit

To report this post you need to login first.

Be the first to leave a comment

You must be Logged on to comment or reply to a post.

Leave a Reply