How to respond to a negative online review
Reply calmly, in public, and take the details offline.
- Wait before you reply. Give yourself time to read it twice and cool down.
- Thank them and apologize for the experience. You can be sorry they were unhappy without admitting fault you have not confirmed.
- Stay factual and brief. Skip arguments and keep private details out of the public reply.
- Offer a direct contact. Invite them to call or message you to sort it out.
- Fix what is real. If the review points to a real problem, change the process.
Common questions
Should I always respond?
Many contractors do, because future customers read the replies as well as the reviews.
What about a review that seems fake?
Most review sites let you flag a review that breaks their rules; check each site's policy.
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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