Handling Negative Google Reviews Like a Pro: A How To Guide

No business enjoys receiving a bad review—especially one that’s undeserved. Yet, in today’s fast-paced digital world, a frustrated customer can quickly vent their feelings online, even when the issue wasn’t your fault. As a business owner, your gut reaction might be to defend your brand or erase the review entirely. However, neither approach typically works in your favor when it comes to “best practices” for handling google reviews. Responding poorly—or not at all—can erode trust with current and potential customers. So, how do you tackle an unfounded negative review professionally while protecting your brand’s reputation?

Here’s a simple, actionable guide to handling negative reviews and ultimately, building your online reputation:

1. Don’t Delete It

When faced with an unfair review, your first thought might be to remove it. After all, why keep something around that paints your business in a bad light?

The problem is that deleting reviews can backfire. If others notice, they may assume you’re trying to cover up legitimate complaints. This can harm your credibility and lead to skepticism about how you handle feedback. Instead of deleting the review, use it as an opportunity to demonstrate your commitment to resolving customer issues, even if the complaint feels unwarranted.

2. Don’t Ignore It

Ignoring a negative review is just as risky as deleting it. A lack of response may come across as indifference toward customer concerns, making your brand seem unapproachable or untrustworthy.

Even if the complaint feels unreasonable, a prompt, thoughtful reply shows that you care about every customer’s experience. This can help mitigate the impact of the review and reassure your audience that your business values transparency and accountability.

3. Ask Questions

Start by engaging with the reviewer in a calm, understanding manner. Ask questions to better understand their concerns. This achieves two things:
1. It shows the unhappy customer that you’re genuinely listening, which may help ease their frustration.
2. It demonstrates to other readers that your business is proactive and customer-focused.

For example, if someone leaves a vague critique, respond with something like, “We’re sorry to hear about your experience. Could you share more details so we can address this properly?” This approach can help shift the tone of the conversation while positioning your brand as solution-oriented.

4. Offer a Resolution

Even if your business isn’t at fault, finding a way to address the issue can go a long way. By offering a resolution, you de-escalate tension and show that you value customer satisfaction.

For instance, if a customer complains about incorrect store hours but you were, in fact, open as advertised, you can say, “We’re sorry for the confusion. Here’s a link to our updated hours for future reference. Please let us know if there’s anything else we can do to help!”

This kind of thoughtful response not only addresses the immediate issue but also leaves a positive impression on others who come across the review.

Why It Matters

Handling negative reviews professionally isn’t just about appeasing one upset customer. It’s about showing your audience that your brand is reliable, compassionate, and focused on growth. By responding with care and clarity, you can turn even a challenging situation into an opportunity to build trust and loyalty.

So, next time you encounter an unfounded bad review, take a deep breath and remember: your response is a reflection of your brand’s values and commitment to excellence.

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