How to respond to a negative review

5 min read

A good reply to a bad review can win more customers than a 5-star review. The structure is simple.

Thank them and acknowledge

Thank the reviewer for telling you and acknowledge their experience without arguing.

You can apologise that they were disappointed without admitting every detail.

Invite them to call or email a named person so you can make it right.

Never confirm someone is a patient or client, and never share details of their visit, especially in healthcare.

If you resolve the issue, the customer may update their review on their own. Don't pressure them to.