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"Money follows attention."

- Grant Cardone

Advice on websites, marketing, social media and mindset for the success oriented tradesman in the digital age.

  • Writer's pictureAlan Frye

How To Respond to a Negative Review

Nobody is perfect, and someone somewhere will have a bad experience...

But what can you do about it? Read on to find out!


Take responsibility for the complaint.

Unless the review is fake, the first thing you should do is take responsibility for it. Know that people don't have a bad experience by themselves, it takes two to tango.

You can't be in control if you don't take ownership.


Use the negative review to grow your business.

We've got to take this as a learning experience. No business will ever give out 100% positive experiences. It's good to get feedback - you can't grow if you don't know.

Now let's use that feedback to improve your business, whether it's customer service, quality or systems.


Respond and offer a solution to the person who left the negative review.

If you handle the complaint well you can keep their business and earn future business from them. A customer who had their complaint handled is a happy customer.

Difficult customers are opportunities too. Nobody else can deal with them, so if you can, you've got a customer for life.


Always be polite and professional to the person who left the negative.

The worst thing you can do is respond to a negative review defensively or with anger. Guys mention case specifics and get all backed up and hostile.

Even if you're right and you totally want to set the record straight and this person has it all wrong... It's a bad look and you don't want that on public display.

If you can keep their business... YOU'RE A ROCK STAR!

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