A single review wields enormous power.
An estimated 93% of consumers say online reviews impact their purchasing decisions.
This means that positive feedback can act as endorsements that build trust and attract new buyers. On the other hand, negative reviews can deter potential customers who were otherwise planning to purchase from your business.
Addressing negative reviews appropriately is essential for maintaining a positive brand image. Ignoring or mishandling such feedback can exacerbate the situation, turning a single complaint into a public relations nightmare.
Unfortunately, responding to negative reviews is easier said than done. It’s a challenging task that requires tact, empathy and strategic thinking. Many businesses fall into common traps that can unintentionally worsen their reputation rather than repair it.
We created a detailed guide to help you overcome the challenge of addressing negative feedback. In it, you will learn the common pitfalls to avoid and bad review response examples to help you preserve your reputation.
We cover:
• Importance of Responding to Reviews
• 7 Pitfalls To Avoid When Addressing Negative Reviews
○ Pitfall #1: Responding Emotionally
○ Pitfall #2: Offering a Generic Response
○ Pitfall #3: Arguing or Being Defensive
○ Pitfall #4: Failing To Take Responsibility
○ Pitfall #5: Overcomplicating the Response
○ Pitfall #6: Not Following Up
○ Pitfall #7: Ignoring the Review
• The Benefit of Outsourcing Review Monitoring and Response Tasks
Once you know our helpful negative review response examples, it will be easier to maintain a positive relationship with your audience.
Importance of Responding to Reviews
Online reviews significantly impact how potential customers perceive your brand.
Whether they’re glowing recommendations or critical assessments, they serve as a reflection of your brand’s reputation. However, addressing bad reviews requires a delicate balance of empathy, professionalism and timeliness.
“You have to help customers where they are and show the public that your company cares about negative feedback and fixing problems. It is both a customer service and public relations necessity,” said Tim Clarke, the Senior Reputation Manager at Thrive Internet Marketing Agency.
“Responses should be professional and within two business days if possible.”
7 Pitfalls To Avoid When Addressing Negative Reviews
Businesses are often judged not just by the negative reviews themselves but also by how they address them. In fact, 56% of consumers had changed their perspective on a business based on how it responded to a review.
This shows that how a business addresses criticism can significantly influence potential customers’ perceptions and decisions.
In this section, we will explore common pitfalls businesses should avoid when addressing negative reviews.
Pitfall #1: Responding Emotionally
Feeling upset or defensive when faced with a negative review is natural. However, responding emotionally can escalate the situation and reflect poorly on your business.
It’s important to remain calm and professional, no matter how unfair or inaccurate the review might seem. Take a moment to collect your thoughts before crafting a response. A well-composed, measured reply shows maturity and commitment to customer service.
What NOT to do:
“We’re shocked by your comments. Our staff works hard, and your review is unfair!”
Proper bad review response example:
“Thank you for bringing this to our attention. We’re sorry to hear that your experience didn’t meet your expectations. We take your feedback seriously and will use it to improve our services.”
This bad review response example is calm and professional. It shows empathy and a willingness to improve, which can de-escalate the situation.
Pitfall #2: Offering a Generic Response
Customers can easily detect when they’re receiving a generic, canned response. When a brand fails to address specific concerns, it risks appearing indifferent.
“A generic response online hurts the reputation of a business. It makes [the business] look like they don’t care or think about the customer’s needs enough,” Clarke said.
“You must have personal responses to offer effective solutions and fix the individual problems.”
What NOT to do:
“We apologize for any inconvenience. Your feedback is important to us.”
Proper negative review response examples:
“Hi [Customer’s Name], we’re sorry to hear about your experience with [specific issue]. We’d love to make it right. Please reach out to us at [contact information] so we can address your concerns personally.”
“Hi [Customer’s Name], we’re sorry to hear that your visit to our [specific location or service] didn’t go as expected. We value your feedback and would appreciate the opportunity to discuss how we can make things right. Don’t hesitate to get in touch with us at [contact information], and we’ll do our best to resolve the issue.”
The bad customer service reviews examples above not only address the customer personally but also reference the specific location or service. This shows that you’ve taken the time to understand their particular concern.
Pitfall #3: Arguing or Being Defensive
Arguing with a customer online is never a good look.
Even if you believe the review is unfair, being defensive will likely alienate the reviewer and other potential customers who see the interaction.
Remember, your response is public, and many people can observe how you handle criticism. Instead of arguing, acknowledge the customer’s feelings, apologize for any inconvenience caused and focus on finding a solution.
What NOT to do:
“You must be mistaken. Our product is of the highest quality.”
Proper bad review response template:
“Hi [Customer’s name]. We’re sorry to hear that our product didn’t meet your expectations. We want to learn more about what went wrong so we can make it right. Please contact us at [contact information].”
This bad review sample response avoids confrontation and focuses on resolving the issue.
Pitfall #4: Failing To Take Responsibility
Customers appreciate transparency and accountability. If a mistake was made, own up to it. Making excuses can come across as insincere or untrustworthy.
Acknowledge the issue, apologize and explain the steps you are taking to prevent it from happening again.
What NOT to do:
“The issue you experienced isn’t typical, and it was probably a misunderstanding.”
Proper bad customer service reviews examples:
“We apologize for the inconvenience you experienced. We take full responsibility and are committed to making improvements to ensure this doesn’t happen again.”
“We apologize for the experience you had, [Customer’s Name]. It’s clear that we fell short, and we’re committed to learning from this. We want to make it right and ensure this doesn’t happen again. Please contact us at [contact information].”
The above-mentioned bad review response examples take responsibility right away. They show you value the customer’s experience and are committed to improving.
Pitfall #5: Overcomplicating the Response
Businesses can overcomplicate their responses to explain or justify the situation. This can confuse the customer and dilute the message. Keep your response simple, clear and to the point.
What NOT to do:
“We appreciate your feedback. After reviewing the situation with multiple departments and conducting a thorough investigation, we’ve determined that the issue was caused by a combination of factors…”
Proper bad review sample response:
“Thank you for your feedback. We’re sorry for the inconvenience and have taken steps to address the issue. Please contact us at [contact information] so we can make it right.”
This bad review response template is concise, which is more likely to be effective and appreciated by the customer.
Pitfall #6: Not Following Up
After addressing a negative review, follow up with the customer to ensure their concerns have been fully resolved.
“You can solve the customer issue and perhaps eliminate the negative review. The customer may remove their feedback or change the score from 1-3 stars to 4-5 stars if they are happy and satisfied,” Clarke said.
“Most importantly, it shows the general public that the company cares about feedback and satisfying its customer base.”
What NOT to do:
No follow-up message or contact after an initial response.
Proper response to bad review examples:
“Hi [Customer’s Name], we wanted to follow up and ensure your concerns have been addressed. Your satisfaction is important to us. Please let us know if there’s anything else we can do.”
“Hi [Customer’s Name], we wanted to check in and see how things are going after our last conversation. Your feedback has been valuable in helping us improve, and we hope the steps we took have made a positive difference. Please feel free to reach out if there’s anything more we can assist with.”
These bad review response examples display continued care. A simple follow-up message can transform a negative experience into a positive one, showing customers that their voice truly matters.
Pitfall #7: Ignoring the Review
One of the worst mistakes a business can make is ignoring a negative review. Silence can be perceived as indifference, leading to further dissatisfaction and lost customers.
Ignoring reviews also leaves the negative feedback unchallenged, which can harm your reputation. Make it a priority to respond to all reviews, positive or negative, in a timely manner.
What NOT to do:
No response to a negative review leaves the customer feeling ignored.
Proper response to bad reviews examples:
“Thank you for your feedback, [Customer’s Name]. We’re sorry to hear about your experience and want to address your concerns. Please contact us directly at [contact information] so we can make things right.”
“Hello [Customer’s Name], thank you for sharing your experience. We’re sorry to learn that we fell short of your expectations. Your feedback is crucial for us. Please reach out to us at [contact information], and we’ll do everything we can to make it right.”
These responses to bad review examples acknowledge the review and emphasize the importance of the customer’s feedback. This invites further communication to resolve the issue and improve their experience.
The Benefit of Outsourcing Review Monitoring and Response Tasks
Addressing negative feedback properly requires a lot of finesse and, sometimes, a professional touch.
Tim Clarke said it best: “Outsourcing can provide expertise to a difficult and time-consuming area of the business. This also allows the company employees to focus on other core tasks and not get upset and bogged down with negative review responses.”
When skilled professionals at Thrive Internet Marketing Agency take over these duties, they bring years of experience to ensure that responses are consistent, polished and effective.
Thrive Delivers Expert Reputation Management for Businesses
Missteps in addressing negative feedback can worsen the issue.
But with the right approach, you can turn disappointing experiences into an opportunity for growth. Thrive offers comprehensive reputation repair services to ensure you handle bad reviews examples with poise and professionalism.
We have the breadth and depth of experience to manage your online presence effectively. Whether you need review monitoring on your social media profiles or require expertise to safeguard the image of your franchise brand, we provide strategies that result in positive outcomes.
Using advanced reputation management software, Thrive takes a proactive approach to protect your reputation. Contact us today to learn more about how we can help your business.
