A bad review stings, and the instinct is to argue. The better move is to answer calmly, once, for the next customer who reads it. Here is how, with replies you can adapt.
On this page
First, wait an hour
Read it, step away, then check the facts: was there a real job, a real date, a real problem? Reply only when you can do it without heat. Your reply is written for the people who will read it later, not for the reviewer.
A reply that works for most complaints
"Thank you for telling us. We are sorry the visit did not go the way it should have. We would like to understand what happened and put it right. Please call [number] or email [email] and ask for [name]."
Keep it short. Do not argue details in public, do not blame the customer and do not share private information about the job.
When the complaint is about price
"Thanks for the feedback. We quote each job before we start so there are no surprises, and we are happy to walk through how your quote was put together. Please contact [name] at [number]."
Only say this if it is true for your business.
When a review breaks the rules
If a review is clearly fake, from someone who was never a customer, or contains abuse, hate or private information, you can report it to the platform. Reporting a review you simply dislike usually goes nowhere. Do not pay for removal services that promise to delete honest negative reviews.
Fix the cause
Look for patterns. Three complaints about being unreachable is a phone problem, not a review problem. Catching missed calls with a quick reply can prevent many of them. See missed-call text-back and asking for reviews the right way.
Common questions
Should I reply to every review?
Reply to as many as you can, good and bad. Replies show new customers how you behave when something goes wrong.
Can I ask a customer to remove a review?
You can ask politely after you have fixed the problem, but do not offer anything in return and do not pressure them.
Want help putting this into practice? See our front-office automation service or request a free read.
This article is general information for small-business owners, not legal, financial, medical or professional advice. Rules and platform policies change; confirm anything that matters with a qualified professional.
Texting, calling and review rules (including consent and opt-out requirements) vary by state and by platform and change over time. Confirm your process with a qualified attorney or your service provider before switching anything on.
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