How do you handle negative online reviews or feedback? Share one tip for turning a negative experience into a positive one.

Question

Negative online reviews can significantly impact a business's reputation. This article presents expert-backed strategies for effectively managing unfavorable feedback. By implementing these approaches, companies can transform criticism into opportunities for growth and improved customer relations.

John Washer · Answer

The best way I know to turn a negative review into a positive is to respond with a fix, not a defense. That means no long explanations, no blaming, and no repeating the problem back to them. I treat that public response as a first impression for future customers. If someone reads it two years from now, they will not care who was right but they will care who stepped up. So I keep it short, clear, and solution-first.
After that, I make one private phone call or email. Not a team message. From me. That extra step changes the tone completely. If the fix is fair and fast, nine times out of ten, they edit the review on their own. And even if they do not, the review ends up showing that we are the kind of company that handles mistakes like adults. That is more useful than a hundred five-star ratings with no story behind them.

Trond Nyland · Answer

At Tudos.no, we view negative reviews as an opportunity to demonstrate our brand values in action. One effective strategy is to respond promptly, acknowledge the issue without making excuses, and offer a concrete solution — whether it's a replacement, refund, or additional support.
In one instance, a dissatisfied customer updated their one-star review to five stars after we resolved their problem on the same day and followed up personally. The lesson is straightforward: if you transform a complaint into a conversation, you often gain not just a satisfied customer but a loyal advocate.

Jose Angelo Gallegos · Answer

Dealing with negative online reviews starts with staying calm and professional. The best way to turn things around is to acknowledge the issue and respond quickly with empathy. Instead of being defensive, thank the reviewer for their feedback and show you understand their frustration. Then, offer a clear solution, like fixing the problem, providing compensation, or inviting them to discuss it further privately.
In my experience, turning unhappy customers into loyal ones comes down to addressing their concerns honestly and fairly. For example, in a previous customer service job, a client left a bad review because of a delayed delivery. I reached out to explain the issue, offered a discount for their next purchase, and they ended up not only changing their review but also becoming a regular customer. This shows that genuine efforts to fix problems can build trust and loyalty, even in tough situations.

Lisa Purvins · Answer

Negative reviews are never fun to see, but they're part of running a service business. When one comes in, the first thing I do is take a deep breath and really read it through without getting defensive. Most of the time, people just want to feel heard. I'll reach out directly—either in a reply or, better yet, by phone—apologize for their experience, and ask how we can make it right. Even if the issue was something small or out of our control, showing that we care usually softens the situation.
One tip I'd give is to use the feedback as an opportunity to highlight your customer service. For example, if someone complains about a scheduling issue, I'll publicly thank them for pointing it out and mention the steps we're taking to improve, such as adding a new reminder system or adjusting technician routes. Not only does it show the upset customer we're trying to fix things, but it also shows potential new customers that we don't hide from mistakes and actually improve because of them. That kind of transparency can turn a negative into trust.

Vincent Carrié · Answer

One thing we implemented back in 2022 was to never wait for a negative review. Instead, during the collaboration, we would personally check in CEO-to-CEO, asking: 'Is everything working for you? How can we improve?' It wasn't an automated survey via email; it was a genuine conversation on WhatsApp or other platforms. As a result, negative feedback dropped by an unbelievable 89%! The lesson: don't wait for negativity to surface online; cut it off at the root through proactive, human communication.

Vasilii Kiselev · Answer

I handle Legacy's concerns as a multifaceted challenge, and I remind myself that it is not just about a product. It is about their child, which makes a world of difference. Regardless, I always prefer to listen first.
Initially, I like to respond to their comment with a brief, empathetic acknowledgment in the public forum and then shift the discussion to private. It is generally not the curriculum that is at fault but the adaptation to online learning. Perhaps the technology was difficult or additional assistance was necessary in the initial weeks. After we engage in a private discussion, the attitude typically changes from being irritated to being solution-focused.
The fact that shocks me is the number of families who remain after those discussions. Over 50% of the parents who begin with a negative attitude decide to stay with us, and quite a few evolve into our most vocal supporters because someone actually listened to them. In fact, such feedback has resulted in actual improvements such as more precise onboarding and additional support calls targeting new families.
Here's a straightforward recommendation for other founders: resist the urge to take things personally. It's normal to feel hurt by negative feedback. However, if you perceive it as valuable data rather than a personal offense, it can be a valuable tool for your improvement.

Justin Brown · Answer

When we get a negative review, I treat it like a bug report for trust — not a personal attack. Last year, someone called one of our programs "too theoretical and hard to apply." It stung. I replied the same day, offered a refund, and asked one question that always opens the door: "At what moment did you realize this wasn't working for you?" Their answer exposed an onboarding gap.
We built a 10-day "apply it now" checklist, recorded a short demo, and updated our emails. Then I went back to the review and posted exactly what changed, when, and why — plus a free re-enroll link.
They didn't just accept — they updated the review from two to four stars, and three other readers thanked us for the transparency.
One tip: turn every negative review into a public "You-Were-Heard" change note. Name the gap in their words, state the fix and the date, and offer a make-right. A refund solves a transaction, a fix solves a reputation.

Kiara DeWitt · Answer

If there is one thing I would never skip, it is the post-review review. I do not mean responding to the comment. I mean auditing the 24 hours before that review was ever written. Who was working? What was booked? What did we touch? I want time stamps, tone, and totals. I do not care if it was a walk-in or someone we see three times a month. If you want to flip negative feedback into something worth the screen it is typed on, stop reading it as drama and start studying it like data.
And here is the twist... sometimes that audit tells you the person was 100 percent wrong. But you still learn something. Maybe you were rushed. Maybe you dropped the ball at checkout. Maybe you forgot to explain a $25 add-on. Whatever it was, you now know exactly where to plug the hole before it happens again. That is the win. That is how you protect $3 million worth of reputation with zero PR spend.

How do you handle negative online reviews?

How do you handle negative online reviews?

Respond with Solutions, Not Defenses

Transform Complaints into Brand Opportunities

Address Concerns Honestly and Fairly

Use Feedback to Showcase Improvement

Prevent Issues Through Proactive Communication

Listen First, Seek Solutions Privately

Turn Negative Reviews into Public Changes

Audit Pre-Review Events for Valuable Data

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