First, it’s important to note that having a mix of both positive and negative reviews shows a wide range of experiences and this helps build consumer trust. Research from Northwestern University suggests that consumers trust reviews and star ratings more when they see a mix of negative and positive reviews, and City List’s own data shows that businesses with some negative reviews receive more user views than businesses with no negative reviews.

But let’s face it, receiving a one or a two star review for your business stings. The good news is that by contacting the reviewer, you have the ability to mend the situation and maybe even change a customer’s perspective for the better.

Below are three simple recommendations business owners have seen positively impact their business when responding to negative reviews:

  1. Send a polite, customer service focused response within 24 hours. According to City List’s Data Science team, City List users are 33% more likely to upgrade their review if you respond with a personalized message within a day.
  2. Drop any prideful, defensive or harsh tone that might turn people off. If you’re worried about how your response sounds, let a trusted co-worker or friend read through your response before posting.
  3. Roll with it. In the end, you can’t please 100% of your customers 100% of the time. Attempt to mend any valid issues presented and continue providing the best possible service to potential customers.