How to Handle Negative Reviews for Your Local Business

Negative reviews happen. Even the best local businesses get a few. In fact, you won't find many businesses with a 5-star average rating unless the number of reviews is in single digits. 

And for multiplication brands, responding well isn’t just good manners—it’s strategic. In fact, research by ReviewTrackers shows that 94% of consumers say a bad review response can turn them off a business entirely. So, learning how to respond to a negative review is a must. Now, imagine a potential client scrolling through your Google reviews. They stumble on a negative one. And your reply here? It’s not just about the unhappy customer—it’s a message to every future client reading. 

There are various real scenarios, tactics, and tips to learn to handle those less-than-glowing reviews. Because responding well doesn’t just save face. It can turn your business critics into fans too.

Pay Attention to Negative Reviews

Negative reviews can feel gut-wrenching, especially with your online reputation efforts. But ignoring them is worse. Those reviews don't just vanish. They stick around, ready to scare off your next potential customer. And according to BrightLocal, 79% of consumers trust online reviews as much as personal recommendations. It means reviews (whether good or bad) can make or break your business's reputation and revenue.

Why Monitor Negative Reviews Actively?

Negative reviews are smoke signals that alert you when something needs fixing before it turns into a full-blown wildfire. Multi-location businesses like Chipotle learned this the hard way. 

When the restaurant company brushed off negative feedback about its “chorizos that tasted like garbage” and instead blamed it on “operational efficiency,” negative consumer responses increased. The brand's customer confidence took a nosedive, and revenue followed suit. Then, attempts to come back into previous business failed. 

You can't afford to ignore negative comments, whether on Yelp, Google, or social media, because unchecked reviews can lead to lost customers and decreased revenue.

(Also Read: 15 Best Review Monitoring Tools)

The Revenue Connection

Understanding how to respond to a negative review isn't just about saving face. It's about saving your bottom line. Data from Shout About Us show that businesses that respond to reviews earn 33% more revenue on average and have 124% better customer retention than the average business that doesn't. 

Why? Customers see a company that cares. A well-crafted response shows you are listening, which can turn potential churn into loyalty. One bad review, if handled well, can even highlight your customer service prowess. Therefore, there's essentially nothing like a bad review!

Should You Remove Negative Reviews?

The short answer: probably not.

When you’re hit with a scathing review, it’s tempting to make it vanish. That's often the first reaction to a bad review. But should you? Here's why it's not the best decision. 

A Way to Respond

First off, responding to bad reviews can actually boost your reputation, provided they’re handled well. Reach out to dissatisfied customers and work to improve their experience. Show you care about fixing things. It’s even okay to ask them—gently—to update their review if they feel better afterward. When customers see a business committed to making things right, it builds trust.

“Gating” Negative Reviews

Review gating is a not-so-legit approach to review management and Google frowns at it. Review gating is where businesses try to filter out or discourage negative reviews. Examples include: 

• Sending customers a survey or feedback form that gates negative reviews
• Asking customers to share feedback privately if they had a negative experience 
• Hiding negative reviews on a website 
• Only displaying positive reviews on a website 

What Happens When Businesses Try to Censor Reviews?

Review censorship (or gating) sounds like a quick fix, but it’s risky. Google’s policies are clear: they want authentic feedback. If caught, you can get fined by the FTC, or be permanently banned from Google. It could also lead to a face-off with customers and turn into a reputation hit. 

Consider the case of a Reddit user who experienced review censorship firsthand. After standing by their original critique, they updated it to lower the rating further when the business asked for removal. Later, they found their review had been "unpublished," so they dropped another star, and the review reappeared. 

The only time you could respond or censor a negative reviewer is when you have proof the experience described is fake, malicious, or against any of Google's policies. 

For instance, a business owner reported a review to Google, claiming the customer didn’t exist and the review was fake. Google responded by asking the reviewer to provide evidence he truly had the documented experience at the business location. But the reviewer could not prove he had a customer experience at the location reviewed, saying, “I’m afraid I don’t have any [possible proof that supports my experience.]”

When businesses censor honest feedback, customers feel silenced. Worse, people might feel strongly about expressing their views elsewhere or on the same listing. 

Using Negative Reviews to Improve Service or Products

Ever wondered why Amazon and Zappos are masters of customer satisfaction? They listen. Both brands actively monitor reviews, using customer feedback to improve their service. Amazon, for instance, has built an empire by tweaking everything from delivery speed to product quality based on what their customers say. Zappos goes even further, famously offering 24/7 customer service and a 365-day return policy after noticing how much customers valued flexible returns. These brands are proof: negative reviews are a gold mine of insights.

If customers are pointing out issues, there’s no need to ignore them. In fact, 88% of consumers are likely to choose a business that responds to reviews, according to BrightLocal. So, instead of treating negative feedback as a personal attack, look at it as a free performance review. After all, how often do customers actually tell us what’s wrong straight up?

Here’s a fun (or maybe sobering) stat from Shout About Us: 22% of consumers are unlikely to use a business that ignores reviews. And yet, 75% of businesses still don’t respond to their reviews. That’s a huge missed opportunity, especially when just a 30% response rate can help a business leapfrog competitors. 

Let’s use an Atlanta Chick-fil-A location as a case study. Despite a strong 4.2-star rating and over 1,000 reviews, the restaurant has recent low ratings piling up with zero responses. Potential customers might wonder, “Does Chick-fil-A care about what people think?” 

It’s not just Chick-fil-A, either. Apple Opéra in Paris, a giant electronics store, has a 3.6-star average despite a whopping 6,300 reviews. Many negative reviews are left unanswered, giving new customers instant trust issues just because of the complaints, especially when there are no responses. 

Indeed, when businesses don’t respond, they lose control of their online narrative.

How to Respond to Negative Reviews

Whether it’s a one-star rant or a constructive criticism with a 3-4 star rating, there are some key do’s and don’ts to keep in mind.

Do’s and Don’ts When Responding to Negative Reviews

1. Do Respond Adequately and Quickly

Responding quickly and thoughtfully is one of the quick ways to change your business's online reputation. In fact, 53% of customers expect a business to respond within a week. According to HubSpot, businesses that respond to reviews within 24 hours are more likely to regain customer trust, and 89% of these customers are more likely to return. And nearly 9 in 10 customers are willing to overlook a negative review if the response feels adequate and sincere. 

2. Don’t Get Defensive

The absolute worst thing you can do is argue with a reviewer. A Reddit user summed it up perfectly: “It looks unprofessional and trashy when the owner responds to argue with the reviewer.” Even if the review feels unfair, stay calm. A public debate only makes things worse. 

3. Do Apologize Sincerely

Start with a genuine apology. Phrases like “We’re sorry for your experience” go a long way. But don’t just stop there; tell them how you’ll address the issue. People want to know that their feedback is heard and valued.

4. Don’t Try to Erase or Censor the Review

While asking satisfied customers to update their reviews after a positive experience is fine, trying to remove a review yourself can backfire. 

Phrases to Use (and Avoid) When Responding to Bad Reviews

It’s not just what you say—it’s how you say it. Here’s a quick guide:

• Use phrases like: “Thank you for bringing this to our attention,” “We’re working on improving this,” or even “Please reach out to us directly so we can make it right.”
• Avoid phrases like: “You’re wrong,” “That’s not true,” or “That’s your opinion.” These come off as dismissive and defensive, and they don’t help the situation.

Good to Know: Platforms like Yelp are serious about fair and respectful business practices. For instance, Yelp says it'll put a “Business Accused of Racist Behavior Alert” on a page if they receive credible reports. In other words, how you handle reviews—positive or negative—directly impacts your reputation on major platforms.

Negative Review Response Templates

No business likes to see negative reviews, but they’re part of an increasingly digitalized business world. You just need to know how to respond.

Here are some negative review response examples for various purposes, including examples from big players who know how to keep it totally cool.

Template 1: The “We’re Working On It” Response

This admits there is a problem and affirms an ongoing process to correct it. This is the clearest sample response to a negative review that keeps you in the green. 

"Hello [Reviewer’s Name], we’re sorry for the inconvenience and appreciate your honest feedback. We’re currently working on improving [specific issues, like wait times or product quality]. Your experience doesn’t reflect our usual standards, and we’re committed to making things right. Thank you for helping us improve!"

Template 2: The Polite Redirect

This response is great for when a reviewer’s feedback is exaggerated or doesn’t fully reflect your service. It still works in the place of direct argument or confrontation:

"Hi [Reviewer’s Name], we’re sorry to hear you didn’t enjoy your visit with us. We strive to provide excellent service to all our customers, and your feedback is valuable as we work to improve. If you’d like to discuss your experience further, please reach out to us at [Contact Info]. Thank you for helping us grow!"

Template 3: The Sincere Apology – The Ritz-Carlton Hotels 

Take a look at how Ritz-Carlton, a business with 4.6 stars from 18,927 reviews, responds to a guest upset about valet delays:

Template 4: The “We're Working on It” Template –  Golden Nugget Las Vegas Hotel & Casino 

Golden Nugget, a business with 4.3 stars from 51,289 reviews, keeps it brief yet sincere here:

Template 5: The “Sorry, We Let You Down Template” –  Starbucks, Paris

In response to a negative review, Starbucks’ team in Paris uses a friendly, humble tone:

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Summing Up

Responding to negative reviews isn’t just about damage control; it’s about showing future customers you are responsible and you care. When you respond to a one-star review the right way, it shows everyone that you don’t run away from problems; you solve them. The majority of consumers read how businesses respond to reviews, especially the negative ones. And this shapes their decisions to patronize your location or not. So, it's not just about what people say about your brand. It’s about how you respond that truly sticks.

But review management across listings can be a full-time job on the side, but with Synup, you can respond as swift as possible with your brand’s unique tone and voice. Want to see it in action? 

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How to Handle Negative Reviews for Your Local Business: FAQs

How do you turn a negative review into a positive?

Start by acknowledging their problem. Don’t jump into a solution before showing empathy. It could feel like you’re brushing off their experience. Use phrases like, “I understand your frustration…” or “Thank you for bringing this to our attention…” Then, outline a resolution. Maybe offer a discount, replace a product, or invite them to discuss further offline. Research shows that up to 70% of people will return to a business if their issue is resolved.

How do you respond to a negative review?

First, not all bad reviews are “bad.” Some are honest feedback that’s wrapped in frustration. It's best to acknowledge the issue but defuse the frustration. Try starting your response with a thank you. “Thanks for sharing this with us…” shows gratitude for feedback. Then, validate their experience. “We’re sorry that we didn’t meet your expectations…” shows humility. After acknowledging the issue, steer the conversation to a positive outcome. Maybe they found the service slow but loved your product? Mention that. This softens the impact of the negative review, and others reading it see your brand’s positive attributes.

How do I respond to a positive review on Google?

The trick to responding to negative Google reviews is simple: celebrate with them. When you respond to a 5-star review, keep it light and genuine. Say something like, “Thank you for the love! We’re thrilled you enjoyed your visit…” Don't forget to personalize it based on what they enjoyed. For multi-location businesses, maybe mention the specific location if they called it out like: “Our team at [Location] loved hearing about your experience…”