Negative Business Reviews

8 Smart Ways to Deal with Negative Business Reviews

Gone are the days when people used to trust on personal recommendations before using any product or services. Being in the era of internet, people are now trusting more and more on online reviews. Maximum number of people have been affected by an online customer service review when choosing what to buy.

And, as a businessman, online reviews build trust for your product and services and this indirectly help in promoting your business locally. I think that is the biggest reason getting positive online reviews for your business is crucial, but it’s not always that one will get a positive review. You may get a negative review, that can antagonistically affect your business and can drive down your listing on consumer review sites, making it harder to find.

Importance of Review for Businesses

The importance of online reviews for businesses is genuinely mind boggling; from boosting up of brand awareness to an overall enhancement in the long run. Online reviews are important as;

  • 90% of customers read online reviews before taking up products or services
  • Maximum number of consumers trust online reviews as much as personal suggestions
  • Clients are probably going to spend more on a business with astounding reviews
  • Maximum users will pick a local business only if it has at least a 4-star rating
  • Most of the people hesitate to buy from a business that has negative online customer reviews

Well, if we talk about negative business reviews, Do you know how to deal with them? If not, then don’t panic! Below are the 8 smart ways to deal with negative business reviews;

#1 Read, Understand and Must Reply

I’ve seen mostly that many of us either read the  negative review and ignore, or Ban the commenters. But, that is not the right way! We must read every single review, even if it is negative. Understand thoroughly that what a commenter or reviewer mean by his/her comment or review.

And, at last, if possible, should respond too quickly by replying them in  a polite way. It is a wonderful opportunity to maintain your brand reputation.

#2 Be Polite in Responding

A negative review may arouse emotions that could prompt to a sterner reaction than necessary. But, as I said above, always reply them in a polite manner. Take time to collect your ideas and react politely by saying something like, “Thank you for your respected review. I would value the opportunity to talk with you about your experience. It would be best if you get in touch with me at your earliest convenience.”

#3 Researching the Details of Reviewer

Now that somebody has commented on your website, don’t straight away ban him. To check whether the reviewer is a genuine person or spam, research the details about him.

Before replying to him, you can check thoroughly the profile of a reviewer whether he is in a habit to post a negative comment or it’s his first review. If he is a regular spammer who just want to corrupt your reputation, then you can opt for removing the comment.

#4 Don’t Be Scared of Apology

There’s no harm to make an apology as feeling sorry for the issue and then offering the valid solution or alternatives to the issue will build trust in your brand.

When you get a bad review on your site, a smart way to deal with it is, SAY SORRY, no matter who is at fault you or the reviewer. Just research the matter properly and then reply smartly and calmly as there are two ways to say sorry- if you are at fault or if the consumer is at fault and dissatisfied with the product or services.

But, you’ll need to be careful about how you expand on that small expression of apology!

#5 Take customer in Private Chat

Try taking customer in a private chat through a private message or email as it opens opportunities for you to address his or her complaints. The objective here is to amplify some kind of token telling the client you’re sorry that he or she is disappointed with your company, and you’re willing to make it right.

Whether that is offering the number of the director’s phone or a rebate off the following buy, moving the discussion from open to private permits you to give the client an individual touch that shows you care for your consumers.

#6 Provide the Best Solution Immediately

After taking customer into private chat, try to talk to the customer in such a familiar way that he/she should actually feel that you are concerned. As soon as you recognize the problem, make sure you satisfy them with the best solution in a very polite tone. Remember to remain in touch till they find the solution.

#7 Ask the Customer to Remove the Review

As you discuss the issue privately by satisfying them, ask them to delete the review. While review is an essential part of your brand visibility, the client might be unconscious of how any review can effect your reputation.

If he or she is satisfied with the solution you’ve given and appreciate for the time you’ve spent making things ideal, there’s nothing amiss with secretly asking that individual to remove the post. More often than not, he or she will himself remove the angry wall post.

#8 Keep an Eye on Your online Reputation

As beforehand expressed, set up your Business accounts for online review sites. Check them frequently! A bad review can stay there unchecked and make your online presence appear laid back.

To react to bad reviews, you initially need to actually understand what clients are stating and where they are stating it. Online reputation monitoring tools like Reputology, Social Mention, or Review Trackers can help you out. Set up Google Alerts for your business name or use a site, for example, Hootsuite or Sprout Social, which have built-in monitoring capabilities.


Keep in mind that bad reviews have a serious impact on our business and our life too. So, by handling them with the above given 8 smart ways, one can turn bad reviews into a great opportunity.

You can also read: 10 Easy Ways to Boost Your Websites Conversion Rate

Do follow the smart ways and let us know the response you got in a below given comment box!


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Author: Varun SharmaStarted working as a digital marketing expert, Varun Sharma is now also a well-known digital marketing speaker – a speaker on performance development, and a trusted mentor to businesses in the digital world.

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