Rules for Handling Bad Online Reviews

Here are a few general guidelines for responding to reviews:

  1. Your replies are visible to others. It is therefore important to maintain a level of professionalism and politeness online at all times.
  2. Always respond within a reasonable timeframe. The best turnaround time for reviews is 24 hours or less, but most people expect a reply within 7 days.
  3. Be brief in your responses. You may need to elaborate depending on the situation. You should determine whether an appropriate follow-up is required via direct message, email, or a phone call based on the response.
  4. If necessary, move your correspondence to another platform that is better suited for long-form communication.
  5. No matter what the reviewer says, express your gratitude for their willingness to share their honest opinion.
  6. It is important to create a sense of community, so canned or automatic responses aren’t the best option. You can use templates to save yourself some time, but make sure the messages sound human.

How to respond to negative reviews

  • You shouldn’t take this personally. Having a negative customer experience does not mean that you are a bad business. Don’t get caught up in a few bad reviews, especially when there are so many positive ones.
  • Whenever you encounter negativity, respond with positivity. It is important to remember that others will be able to see your response and may be able to provide clarification. Critics won’t edit their reviews if you are defensive. You’ll only further damage your reputation.
  • Take a proactive approach. Make contact with those who have written negative reviews and try to resolve their concerns. Check out those claims and verify them thoroughly.
  • If you make a mistake, apologize, but don’t take responsibility for things you can’t control. Whenever you can fix something, describe what steps you are taking to make that happen in the present and to prevent it from occurring again in the future.

How to prevent bad reviews:



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Sergii Shanin

Sergii Shanin

Co-founder and CEO of Pluspoint. Helping local businessess get more customers by managing online reviews.