Responding and Rectifying Negative Google Reviews As a business owner, you can’t always control what customers say about you online. But you can control how you respond. When responding to negative Google reviews, it’s important to stay calm and avoid getting defensive. The customer is already upset, so there’s no need to make the situation worse. Instead, try to resolve the situation by apologizing and offering to make things right. If the customer is unhappy with a specific product or service, see if you can offer a replacement or refund. If the negative experience is more general, see if there’s anything you can do to improve the customer’s experience in the future. As much as possible, discuss the issue offline to add further concerns that may arise if you engage in a discussion online. In some cases, it may be appropriate to ask the customer to edit or delete their review. But this should only be done in exceptional circumstances, and you should always respect the customer’s right to free speech. Other customers can be accommodating to such requests, while others may not. Know when to accept a negative review, as long as you have already exerted all efforts in rectifying it. It’s also worth noting that responding to negative reviews can show other potential customers that you’re willing to listen to feedback and make improvements. This can help offset some damage caused by the bad review and improve your reputation over time. Sydney Website Design Agency Suite 87, Level 33, Australia Square, 265 George St, Sydney NSW 2000 1300 684 339 https://sydney.website/