How to respond to a bad online review calmly
A bad review feels personal, but future customers mostly read how you respond.
- Wait before replying. Give yourself a few hours so the reply is calm.
- Check your records. Look at the job notes, photos and messages before answering.
- Reply once, briefly and politely. Thank them, say you want to make it right, and offer a phone number.
- Take the details offline. Solve it by phone, not in a public comment thread.
- Fix what is fixable. If it was a real miss, make it right and note what you will change.
Common questions
Should I argue my side?
Keep it short and factual. Long arguments make you look worse.
Can I get a review removed?
Only if it breaks the platform's rules. Otherwise respond and move on.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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