When faced with an unfavourable review, the first reaction is often to defend yourself. That's exactly what you should not do.
The 5 golden rules
- Wait 1 hour, Never respond in the heat of the moment
- Read 3 times, Truly understand what the customer is criticising
- Adopt their perspective, Even if you disagree
- Offer a concrete solution, Not vague apologies
- Invite private dialogue, "Contact us directly"
What you should NEVER do
- Accuse the customer of lying
- Be sarcastic or condescending
- Share personal details
- Ignore the review
- Reply with a copy-paste
The bounce-back effect
33% of customers who receive a good response to a negative review update their rating upwards. And 45% of prospects reading an empathetic response are more inclined to choose you despite the negative review.
The AI advantage
GMB AI Review's AI knows neither anger nor offence. It always responds with calm, empathy and professionalism, even to the most unfair reviews.