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The Good, The Bad, and The Ugly – How to Handle Negative Online Reviews

October 19th, 2016 by gtowsley Leave a reply »


Online reviews can be great for your plumbing marketing. They can help improve your credibility with new customers and also help with your search ranking. With all the wonderful things that comes with online reviews you also have to be willing to deal with the negative parts of online reviews, and that is negative online reviews. Negative online reviews can be frustrating, mostly because you really don’t have any control over what someone is going to say about your business. Even if you try you hardest, there will be times when someone won’t be satisfied, this is where you have to learn to take the good in with the bad. Here are some tips on how to handle negative online reviews.


#1 Don’t Respond While Angry

online reviews

Hindustan Times,, 10/19/2016

One of the worst things you can do when dealing with a negative online review is to respond out of anger. Its understandable that a negative online review will ruffle you feathers, however responding to a negative online review while still angry could make the situation worse. Instead wait a few days or even a week, calm down, collect your thoughts and then respond. You will be able think more clearly and articulate your message in a more empathetic and communicative way. Don’t add fuel to the fire, and try not to be defensive.


#2 Research The Validity of The Claim

Is there a valid base for the negative online review? You can’t respond appropriately until you look into it. Talk to your staff members or retrace your steps. Are there areas where service fell through the cracks? We all make mistakes from time to time, none of us are perfect, even when we strive to be. Try putting yourself in your customers position. Did you do everything in your power to ensure they were well taken care of and their demands were met?


#3 Respond

Responding to a negative online review is important. Avoiding the situation will not make it go away or make it better. In fact failure to address the issue could look bad to other potential customers. One of the take aways from a negative online

online reviews

Common Places Interactive,, 10/19/2016

review is the ability to learn from it and make things right. You always have the opportunity to turn a negative situation into a positive one based on how you handle it. In crafting your response make sure you take some time and put some thought into it. If you have to make several drafts until its right do it.


Always remember that a negative review is a way to learn and grow as a business. Perhaps there are areas that do need improvement, a negative online review could be a blessing in disguise. For more tips on online reviews and your plumbing marketing visit



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