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LESSON 09
Answer the bad review without making it worse
The reply is not for the person who wrote it. It is for the next hundred people who read it.
Paste this:
Here is a negative review of my business. Write a public reply under 80 words. Do not argue, do not make excuses, and do not use the words 'we apologize for any inconvenience.' Acknowledge the specific thing they said, say what I am doing about it, and invite them to contact me directly. Then tell me what this review suggests I should actually fix.
The last part is the real value. A bad review usually names a problem you already knew about.
Whatever you post here is public and permanent. Read it once more before it goes up, and never name an employee or repeat a customer's private details in the reply.
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