/ Marketing
How should I handle a negative review?
Reply publicly within 24 hours, calmly, take the detail offline, and never argue. Future customers read your response, not just the review.
/ 01
The short version
A well-handled bad review builds more trust than a page of perfect ones.
/ 02
What actually matters
- • Respond quickly and without defensiveness.
- • Acknowledge, apologise for the experience, offer to resolve.
- • Move specifics to a phone call or email.
- • Never mention private details publicly.
- • Ask happy customers for reviews to dilute the impact.
/ 03
The bit most people get wrong
An all-5-star profile reads as suspicious. A few honest imperfect reviews with good responses converts better.
/ 04
What to do next
Reply to any unanswered reviews on your profile today — good and bad.
/ 05
Where RIOT fits in
We're a small Colchester studio helping UK SMBs get reputation management right without agency waste or freelancer flake. If you've read this far and you want a second opinion on your specific setup, book a 20-minute call and we'll tell you honestly whether it's worth doing anything at all.
We work with clients across Essex, Suffolk, London and the wider UK — and remotely with brands abroad. No lock-in, no monthly retainer minimums, no pretending your problem is bigger than it is.
/ FAQs
Common questions
Can I get a review removed?
Only if it breaches Google's policies or is fake.
Should I offer a refund publicly?
Offer to resolve; discuss the detail privately.
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