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Reputation4 min read
How to reply to a bad review
A one-star review stings. A calm, short reply can win over the next ten people who read it.
StonesThrow · Bentonville
Here’s the thing most owners miss: you aren’t replying to the person who left the review. You’re replying to everyone who reads it afterward. They want to see that you listen and that you’re reasonable.
A simple pattern
- Thank them for taking the time to write.
- Own the part that was on you, without arguing about the rest.
- Say what you’ve changed, if anything.
- Offer to take it offline, with a name and a way to reach you.
An example
“Thanks for letting us know, Sarah. You’re right that we should have called when the technician was running late, and I’m sorry we didn’t. We’ve changed how we handle delays so that doesn’t happen again. If you’re open to it, I’d like to make this right. Call me directly at (479) 555-0142. — Travis, owner”
What to avoid
- Replying the same day you’re angry. Wait until tomorrow.
- Sharing details about the customer or the job.
- Copying the same reply onto every review.
- Asking friends to post reviews to bury it.