How do I answer a bad review?
Calmly, for the next reader, not the one who wrote it.
- For
- Reply to a bad review so the people reading it still want to call.
- When
- Within a day of a bad review
Try it
A reply that only says thanks: 4 things a reader still wonders.
Each part of the reply answers one thing the next reader wonders.
Write for the reader: thank, own it, fix it, sign it.
Worked out
| In the reply | Without it, they wonder |
|---|---|
| Thank them | Does anyone even read these? |
| Say what went wrong | Do they know what went wrong? |
| What you changed | Did anything change after? |
| A way to talk | Would they sort it out with me? |
| Your name | Is a real person behind this? |
Easy to get wrong
- Arguing the facts in public.
- The same reply under every review.
- Saying what the customer did wrong.
- Waiting a week to answer.
The tool for it
Questions
Should I reply to every review?
Yes, good and bad. A short thanks on a good one is enough.
What if the review is unfair?
Say what happened plainly, once, and offer to talk. Readers can tell.
Should I offer money in the reply?
No. Offer to talk, and settle it away from the page.
Can I get a review taken down?
Only fake or abusive ones, with the site’s own report button.
How long should a reply be?
Three or four short lines. A long reply reads like an argument.
Do I use their name?
Their first name, if they used it. Never their address or job details.
How do I get more good reviews?
Ask every happy customer on the day the job is done, with a link.
What if I was in the wrong?
Say so, say what you changed, and offer to put it right.