Responding to a negative Google review

A negative review can sting. A clear, calm reply limits the damage and shows other readers you take feedback seriously.

Three rules

• Stay calm — no aggression or sarcasm.
• Don't over-justify — a brief explanation is fine; a long defence isn't.
• Offer a private follow-up — e.g. "We'd be happy to discuss this by phone or email."

Pitfalls to avoid

• Fighting back or calling the customer wrong.
• Posting in the heat of the moment — reread before publishing.