No matter how great your service is, every business will face the occasional negative review. For many NZ service businesses, the first instinct is to ignore it or get defensive. But here’s the truth: a negative review, when handled well, can actually build trust and show future customers that you genuinely care.
In this guide, we’ll walk through how to respond to negative reviews in a way that protects — and even strengthens — your reputation.
Why Negative Reviews Aren’t Always Bad
While nobody likes receiving poor feedback, a mix of reviews can make your business appear more authentic. Customers tend to be suspicious of a business with only 5-star reviews. What matters most is how you respond.
A professional, thoughtful response can:
- Reassure the unhappy customer.
- Show potential customers you value feedback.
- Turn a negative experience into a positive one.
The Golden Rules for Responding
- Respond Quickly – Aim to reply within 24–48 hours. A fast response shows you take issues seriously.
- Stay Professional – Avoid defensive or emotional language. Keep it polite and calm.
- Acknowledge the Concern – Even if you disagree, start by thanking the customer for their feedback.
- Offer a Solution – Where possible, provide a way to fix the problem or invite them to contact you directly.
Example Response Template
“Hi [Name], thank you for your feedback. We’re sorry to hear your experience didn’t meet expectations. We’d love the opportunity to make it right — please contact us directly at [email/phone]. We take all feedback seriously and will work hard to improve.”
This type of response shows empathy, professionalism, and a willingness to improve.
Avoid These Common Mistakes
- Ignoring negative reviews entirely.
- Arguing with the customer online.
- Copy-pasting generic replies to every review.
Each review deserves a tailored response that reflects your business’s voice and values.
How AI Can Help
If replying to every review feels overwhelming, tools like Boost Online’s AI Management service can help. Our system drafts professional, personalised responses at scale, saving you time while keeping your brand voice consistent.
See how AI Review Management works
Turning Negatives Into Positives
A negative review doesn’t have to damage your reputation. In fact, when handled well, it can highlight your commitment to customer service. Future customers often read reviews and responses before making a decision — so make yours count.
Key Takeaways
- Negative reviews are inevitable — but manageable.
- Respond quickly, professionally, and with empathy.
- Avoid arguments or defensive language.
- Use reviews as an opportunity to demonstrate your service values.
Ready to Take Control of Your Reputation?
At Boost Online, we help NZ service businesses manage their reviews the smart way. From automated requests to AI-powered responses, we make reputation management stress-free — even when reviews aren’t perfect.
Start managing reviews like a pro today
FAQs About Responding to Negative Reviews
1. Should I delete a negative review?
You can’t delete reviews unless they violate Google’s policies. The best approach is to respond professionally and focus on generating more positive reviews.
2. Will one bad review hurt my business?
Not if you handle it well. Most customers understand that mistakes happen — what matters is how you respond.
3. Should I offer compensation in my reply?
Avoid discussing discounts or refunds publicly. Instead, invite the customer to contact you directly so the issue can be resolved privately.
4. Can I turn an unhappy customer into a repeat one?
Yes. Many customers will give businesses a second chance if they feel listened to and respected. A professional response often reopens the door.