How To Handle Negative Online Reviews

Negative reviews can feel like a punch to the gut, especially when you’ve worked hard to build your business’s reputation. But here’s the good news: a bad review doesn’t have to be a business killer.

In fact, handling negative reviews the right way can actually help your credibility and show potential customers that you care about customer satisfaction.

Let's break down the best strategies for responding to negative Google Reviews, turning bad feedback into an opportunity for growth.

1. Don’t Panic—Assess the Review Objectively

Before reacting, take a deep breath and analyze the review.

DO NOT:

• Respond immediately and get defensive- responding to a negative review with a negative response can make the situation worse and drive potential customers away.

• Post fake reviews to try and cover it up- Google is able to detect suspicious review activity, and if reviews left on your profile seem suspicious, they could get removed and further hurt your credibility.

• Share private information- Even if you think this review is unfair or petty, publicly displaying a customer's private information can and will lead to serious consequences.

Instead, first ask yourself:

• Is it a genuine complaint? Think it through. Some reviews highlight real issues that need to be addressed.

• Is it fake or spam? Some competitors, trolls, or even bots may leave false reviews.

• Does it violate Google’s policies? If it includes hate speech, threats, or false information, you can report it to Google for removal. Check out the video from Sterling Sky below on how to use Google's flag review tool.

2. Respond Promptly and Professionally

Ignoring a bad review can make it worse, so aim to respond within a few days. Keep your tone polite, professional, and solution-oriented.

How You Can Structure Your Response:

• Acknowledge the issue – Show empathy and understanding.

• Apologize if necessary – If there was a genuine mistake, own it.

• Offer a solution – Show how you’re making things right.

• Move it offline if needed – Provide contact info to resolve the matter privately.

Example Response:

"Hi [Reviewer’s Name], thank you for your feedback. We’re sorry to hear about your experience and would love the chance to make things right. Please reach out to us at [your email or phone] so we can discuss this further. We value your business and appreciate the opportunity to improve."

3. Address Fake or Malicious Reviews

If you suspect a review is fake, here’s what you can do:

1. Flag it on Google. Click the three dots next to the review and select “Report review.”

2. Gather evidence. If needed, show proof that the review is fake (e.g., the reviewer was never a customer).

3. Respond professionally. If Google doesn’t remove it, leave a short, polite response that indicates you have no records of this individual doing business with you or if you believe the review is inaccurate:

"We take customer feedback seriously, but we don’t have a record of your visit. Please contact us so we can clarify any concerns."

4. Encourage More Positive Reviews

One bad review won’t ruin your reputation if you have plenty of positive ones. Google reviews are one of the most important ranking factors for local SEO, so you should be collecting reviews anyway! Encourage satisfied customers to leave reviews by:

• Sending follow-up emails with a direct link to your Google Reviews page.

• Politely asking in person after a successful transaction.

• Follow up with a customer over the phone and ask for a review

5. Learn and Improve from Feedback

Sometimes, a real negative review is a wake-up call. Use it as constructive criticism to improve your business.

• If multiple people complain about the same issue, fix it

• Train staff on better customer service if needed

• Show your customers that you take feedback seriously by making real changes

  
  

You shouldn't expect your business to grow or your reputation to improve if you are not actively addressing recurring issues and taking care of your customers.

Conclusion

Negative reviews are inevitable, but they don’t have to define your business. By responding professionally, addressing concerns, and learning from feedback, you can turn a bad situation into a positive one.

And remember—having a mix of positive and negative reviews makes your business look real and trustworthy.

So next time you get a less-than-glowing review, don’t stress—handle it like a pro!