First of all, you don’t need to panic, it’s not the end of the world!
If you know the person that made the review, it is best to contact them directly and address their concerns, and try to request that they take down or make minor changes to the review.
Many businesses worry about the negative reviews and don’t want to openly solicit reviews for this reason. It is important to understand that customers can post reviews independently and that this is not something that is under the business’s control.
When responding to a customer about a negative review, the last thing you want to do is make the situation even worse. The most important thing to understand about responding successfully to negative reviews is to know that you are writing a response for future customers, not just for the customer who left the negative review. This is your chance to show countless people just how customer-focused you really are. Even if the customer who wrote the negative review remains unhappy after your response, you’ll get lots of new customers if your response shows that you clearly went the extra mile to do everything possible to help that unhappy customer.
We recommend that you respond in the time frame of 24 hours after the review has been left. The faster you respond, the more chance you have to turn a negative review into a positive one or at least a better one. You need to keep a positive and customer-friendly attitude and try to either fix the problem or provide helpful information. Show all future customers who will be reading reviews that you are trustworthy and truly dedicated to customer satisfaction.
Keep your response short, around 2-5 sentences, in order for others to read it, no one likes or has time to read an essay. If you keep your response brief and easy to skim, more people will read it.