We know you’re deeply invested in your business, so seeing a negative review on your Google My Business profile can be hard to swallow. Reviews play a pivotal role in shaping how potential customers perceive you.
In fact, 94% of customers say that negative feedback can deter them from trying a new business or a brand. The infographic below shows the minimum star ratings that a business must have for their prospective consumers to consider them.
But it’s not just the star rating or reviews; your response to it holds just as much weight as the review itself.
A well-crafted reply shows professionalism, transparency, and authenticity, while a careless or dismissive one can damage your credibility.
In this blog, we’ll guide you on how to handle negative reviews the right way and protect your online reputation.
How to Respond to Negative Google Business Reviews?
Here are the simple best practices that will help you manage negative Google My Business reviews:
- Step 1: Give a Prompt and Professional Response
- Step 2: Thank the Customer and Acknowledge the Issue
- Step 3: Apologize for the Negative Experience and Give a Solution
- Step 4: Take the Discussion Offline
- Step 5: Follow-up
Step 1: Give a Prompt and Professional Response
Many times, your customer’s Google reviews can come with an offensive and aggressive tone. No matter the tone of your customer feedback, you must respond promptly to each review with a professional voice. Never reply back with a sarcastic or defensive tone, but sincerely take steps to reach the core of the problem.
That’s how you will remain professional and build a positive reputation for your business, too.
In this image, you can see the owner’s response to the angry customer. In response, the owner not only apologizes but also invites the customer again for a free trial to make sure the customer is not lost.
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Step 2: Thank the Customer and Acknowledge the Issue
When you finally get on to replying to any negative reviews in your business account, start by thanking the customers to let them know that you value their business and the time they took to share their feedback. Then you must proceed to acknowledge their concern.
By acknowledging their concerns, you demonstrate that you are attentive and committed to improving their experience. This simple gesture can help diffuse tension and show other potential customers that you care about providing excellent service.
In the review shared in the image here, we can see how the owner thanks the unhappy customer for the review and acknowledges the issue.
Step 3: Apologize for the Negative Experience and Give a Solution
Once you have understood and acknowledged the customer’s issue, go ahead and just say sorry. Even if the reason stated by the reviewer is not entirely your fault, the experience was still not what they expected.
It might be hard for you to apologize, but think it in terms of optics- it may make you look gracious to future potential customers if you can offer a sincere apology.
Also, aim to maintain an ongoing conversation to find the best solution. This may involve offering a refund, providing a discount, or completing an unfinished service. Continuous engagement helps ensure customer satisfaction and demonstrates your commitment to resolving their concerns.
Step 4: Take the Discussion Offline
You must try to cut back on the back-and-forth commenting on Google Business Profile reviews. Most of the time, acknowledging and issuing an apology is sufficient to resolve the situation. However, if the unhappy customer is still venting out on Google Reviews, you must try to take the conversation offline.
When you do that, the unhappy customer will now be dealing directly with you. In such circumstances, they are most likely to take a reasoned approach when speaking one-on-one.
For instance, in the below image, you can see how the dentist acknowledges the issue, maintains a calm tone, and offers direct contact to continue the discussion privately.
Step 5: Follow-up
You might think that your job ends when you have provided an effective solution to a consumer. However, thats not true. You need to keep in touch with your customers through email, text messages, or phone calls to make sure that their concerns have been addressed.
You must communicate with the customer to confirm if the issue has been resolved and see if they’re willing to update their negative comments. If their issue isn’t fully resolved, review it again and work towards a lasting solution. You can share your contact details with the customers. This ongoing engagement shows your commitment to excellent customer service.
10 Templates for Responding to Negative Google Reviews
Struggling with what to say when a bad review pops up? Don’t worry, we’ve got you covered. Here are 10 ready-to-use templates to help you respond whenever you receive negative feedback on Google.
Example 1: Responding to a Negative Hotel Review
Customer Review: Stayed at your hotel and was very disappointed. The room was not clean, and the staff was unhelpful. Definitely not worth the price.”
Response:
Hello (Customer Name),
Thank you for taking the time to share your feedback. We’re very sorry to learn that your stay at (Your hotel name) didn’t meet your expectations. Our aim is to provide excellent guest experiences, and we apologize for falling short. Please contact us at (your phone number) or email so we can discuss your concerns further and work towards a resolution.
Example 2: Responding to a Negative Product Delivery Experience
Customer Review: My order from your company arrived late and damaged. Very disappointed with the service.
Response:
Hello (Customer Name),
Thank you for your review. We’re sorry to hear about your disappointing delivery experience. This is not the standard we strive for at (Your company name). Please reach out to us at (your phone number) or email so we can address the issue and process your replacement.
Example 3: Responding to a Poor Customer Care Experience at a Pharmacy
Customer Review: I had a terrible experience at your pharmacy. The staff was unhelpful and did not seem to understand the prescription. They kept me waiting when I needed urgent assistance with my prescription.
Response:
Hello (Customer Name),
Thank you for your feedback. We’re sorry to hear about your experience at (Your pharmacy name). Patient care is our top priority, and we apologize for not meeting your expectations.
As a mark of our apology and commitment to patient care, please accept a discount coupon which you can use on any product in our pharmacy. Please contact us at (your phone number) or email so we can process the same.
Example 4: Responding to a Bad Review About a Rude Sales Executive at an Electronics Store
Customer Review: I visited your store, and the sales executive was extremely rude and unhelpful. I won’t be coming back.
Response:
Hello (Customer Name),
Thank you for your review. We apologize for the rude behavior you encountered at (Your store name). This is not reflective of our values. We have initiated an internal review of this incidence.
It would help if you could contact us at (your phone number) or email to discuss the incident further so we can take appropriate action and improve our service.
Example 5: Responding to a Bad Car Cleaning Service Experience
Customer Review: The car cleaning service was awful. My car still had dirt and stains after the cleaning. When I complained about it, no one was ready to accept it. Shocking behaviour!
Response:
Hello (Customer Name),
Thank you for sharing your feedback. We’re sorry to hear about your disappointing car cleaning experience at (Your service name). This is not the standard we aim for. We are conducting an internal investigation to make sure this does not happen again. As an apology, please accept a 20% discount coupon and free pick-up and drop for your next car wash. Please reach out to us at [your phone number] or email so we can address your concerns and process the coupon.
Example 6: Responding to a Bad Review About a High Quote from a Plumbing Agency
Customer Review: Received an astonishingly costly quote from your company for a simple plumbing job, and it was outrageously high. Felt like a rip-off.
Response:
Hello (Customer Name),
Thank you for your review. We apologize that our quote did not meet your expectations. At (Your company name), we try to keep our prices transparent and fair. However, we can understand if you do not agree with our pricing. Please contact our manager at (phone number) or email so that he can discuss your concerns and find a suitable solution for you.
Example 7: Responding to a Bad Review About a Trainer and Outdated Equipment at the Gym
Customer Review: I had a bad experience at your gym. The trainer was unprofessional and seemed to belittle me when I asked questions. To add, many equipment were outdated and did not seem to work properly.
Response:
Hello (Customer Name),
Thank you for your feedback. We’re sorry to hear about your experience with our trainer and equipment at (Your gym name). We aim to provide excellent and safe fitness experiences, and we apologize for falling short. We are taking the necessary steps to ensure professional behavior from our trainers and also to make sure that our machines work fine.
Please email or call us at (your phone number) so we can address your concerns and improve our services.
Example 8: Responding to a Negative Experience at a Beauty Salon
Customer Review: My visit to your salon was very poor. The stylist didn’t listen to what I wanted, and the service was rushed.
Response:
Hello (Customer Name),
Thank you for sharing your review. We’re sorry to hear about your disappointing experience at (Your salon name). Our goal is to provide top-notch service, and we apologize for not meeting your expectations. Please reach out to us at (your phone number) or email so we can discuss your concerns and make things right.
Example 9: Responding to a Poor Experience with a Marketing Agency
Customer Review: The agency made tall promises. We were assured of great results but, in the end, failed to deliver. Very disappointed with their service and communication.
Response:
Hello (Customer Name),
Thank you for your feedback. We sincerely apologize that your experience with (Your agency name) did not meet your expectations. We take your concerns seriously and strive to provide the best possible service. We regret falling short on our promises and communication. Please contact us at (your phone number) or email so we can understand your concerns in detail and work towards a resolution. Your feedback is invaluable in helping us improve and ensure better results in the future.
Example 10: Responding to a Bad Review About a Tour Operator Failing to Deliver on Promises
Customer Review: The tour with your tour operator was a letdown. Many promised activities were canceled without explanation at the last moment. When we asked for a refund for the canceled activities, they denied it to our faces. Will not recommend it to anyone.
Response:
Hello (Customer Name),
Thank you for your review. We’re sorry to hear that your experience with (Your tour operator name) did not meet your expectations. We aim to deliver exceptional experiences, and we apologize for falling short. Please contact us at (your phone number) or email so we can discuss your concerns and offer a resolution.
While templates offer a solid foundation, truly effective reputation management goes a step further. That’s where the AI-powered review response feature from SocialPilot Reviews comes into play.
Instead of crafting every reply from scratch, you can leverage AI to generate personalized, brand-aligned responses in seconds. This not only boosts efficiency but also ensures your tone remains consistent and professional across all interactions.
Additionally, if you need help responding to both positive and negative reviews like a pro, then this detailed guide with review templates can show you exactly how it’s done.
How Not to Respond to Negative Reviews
Now that we know the quick steps to respond to negative Google reviews and have also gone through a few templates to ease your process of responding to negative feedback, let’s take a look at some common mistakes when responding and what to do instead.
1. Ignoring Negative Reviews
One of the biggest mistakes business owners make is ignoring negative reviews altogether. While it might feel easier to focus only on the positive feedback, neglecting unhappy customers can seriously damage your reputation.
In fact, 86% of potential customers say negative reviews can make them think twice before choosing a business. That’s why responding to negative reviews is essential, it shows you care about customer satisfaction and are willing to address issues head-on.
2. Arguing with the Customers
The phrase “Customer is King” might sound old-school, but it still holds true, especially when it comes to handling negative reviews. No matter how unfair or inaccurate a review may seem, arguing with the customer is never the right approach.
Instead, aim to understand their perspective. Start a calm, respectful conversation to uncover what went wrong. This not only shows maturity but also opens the door for improvement.
And remember, Google reviews are public. A defensive or harsh reply can damage your reputation far more than the review itself. Ultimately, the goal isn’t to win a debate, it’s to win back trust.
3. Not Replying Quickly
“Better late than never” doesn’t work with negative reviews. Delayed responses make you look careless or unbothered. Make it a habit to check your reviews daily or weekly. Quick replies show you’re attentive, professional, and value customer feedback.
4. Not Giving a Solution
When a customer shares a less-than-stellar experience, it’s important to show them that you’re listening. While sometimes you might need to chat offline to figure things out, you never want to leave them hanging. The most important thing is to focus on finding a solution that makes things right.
You should tell your customers that you are ready to work together to make sure their issues are resolved. Make sure that they feel heard and valued.
Why are Google Reviews Important?
Customer reviews on Google have many incredible benefits for all businesses. If you understand the advantages of Google business reviews, you will be able to recognize the full potential of this resource.
1. Reviews Enhance the Brand Trust
Today, it is common for consumers to seek consumer reviews before purchasing a product or availing a service. About nine out of ten customers read reviews before buying a product.
You should also know that Google reviews also create a sense of urgency about how to respond to negative reviews, which will further build customer trust.
2. Reviews Help Convert More Customers
What if we say that Google Reviews helps you convert more customers? Reading glowing reviews about your company and its products and services is most likely to convince customers to make a purchase.
Although a user-friendly site experience and well-designed web pages are crucial, Google Reviews alone can be powerful enough to drive conversions.
3. They Help in Gaining a Competitive Advantage
Google Reviews can give your business a real competitive edge. Imagine a potential customer comparing you with your biggest competitor. If they see you have 50 five-star reviews while your competitor has only 20, who do you think they’ll choose? Probably you!
Plus, all those positive reviews can help boost your search engine rankings. Google’s algorithm favors businesses with lots of good feedback, pushing you higher in search results. Being at the top means more visibility, more customers, and, ultimately, more success.
Conclusion
Responding to negative Google My Business reviews can be challenging but it is necessary for maintaining a positive reputation. Remember, your response reflects your brand. Approach each review with professionalism, empathy, and a genuine desire to resolve the issue. Avoid negative language or blaming the customer—acknowledge their experience, apologize, and offer a solution.
By handling negative reviews effectively, you can turn an unhappy consumer into a loyal one and demonstrate to others that you care about providing excellent service. Your thoughtful responses can make all the difference in building trust and attracting new customers.
Engage, Respond and Thrive! Don’t let your customer reviews pile up. Use SocialPilot Reviews to stay ahead and make every response count. Try it for free today!
