Short answer: First, check whether the review breaks the platform’s policies, for example because it’s fake, from a non-customer, off-topic or a conflict of interest. If it does, report it. Whether or not you report it, post a brief, calm, professional response that doesn’t argue or disclose private information. Future readers will judge you as much by your response as by the review.
Step 1: Pause
Don’t respond while you’re upset. Read the review twice and wait until you can respond calmly.
Step 2: Check the platform’s rules
Most platforms prohibit fake reviews, reviews from people who weren’t customers, conflicts of interest (such as competitors or ex-employees), harassment and off-topic content. For Google, see the Maps user-generated content policy. If the review breaks a rule, report it with a clear explanation. See can Google reviews be removed?
Step 3: Write a professional public response
A good response is: – Short, usually three or four sentences – Polite, thanking them for the feedback even if you disagree – Factual, correcting misinformation calmly without arguing – Private, never revealing personal or confidential details (essential for doctors, lawyers and other regulated professionals) – Constructive, inviting them to continue the conversation offline
Example structure: 1. Thank them for taking the time to share feedback. 2. Without confirming private details, note that you take concerns seriously. 3. Correct any clear factual error briefly and politely. 4. Offer a way to discuss it directly.
What never to do
- Argue, insult or threaten the reviewer
- Reveal client or patient information
- Post fake positive reviews to balance it out
- Offer incentives in exchange for removal or positive reviews where the platform prohibits it
When a review may be defamatory
A false statement of fact that causes real harm may need legal advice. See when to contact a lawyer about online defamation.
Example response
“Thank you for sharing your feedback. We take every concern seriously and aim to provide a high standard of service. We aren’t able to discuss individual details here, but we’d welcome the chance to talk this through. Please contact us at [email] so we can look into it.”
Adapt the wording to your profession and voice. Regulated professionals should check their own confidentiality obligations.
Frequently asked questions
Should I respond to every negative review?
Responding to most reviews shows you’re engaged. Keep responses short and professional.
Can responding make it worse?
An argumentative reply can. A calm, factual reply usually helps future readers.
Should I respond if I’ve reported the review as fake?
Many businesses respond briefly and neutrally anyway, without accusing the reviewer, in case the review isn’t removed.
Related
Request a confidential audit if reviews are affecting your reputation.