Getting a bad online review hits harder than it should. Especially when it’s unfair, exaggerated, or flat-out wrong.
You’ve worked hard to build a good reputation. You’ve stayed late, answered emails on weekends, and kept your promises. Then someone with a grudge or a short memory decides to torch you online.
So, what now?
This isn’t about “managing your emotions.” It’s about knowing what to say, how to say it, and when to step back. Because how you respond matters just as much as what they said in the first place.
Don’t Respond Right Away
You don’t need to reply the minute you see a review come in, especially if it’s negative.
Take a breather. Let the initial frustration pass. Read the review again once the sting wears off. Most of the time, a calmer second read will help you respond more constructively.
If you reply while angry, you’ll either sound defensive or snarky and both are bad looks.
Acknowledge Without Agreeing
You can acknowledge that someone had a bad experience without admitting wrongdoing.
A simple opening like:
- “I’m sorry to hear you were disappointed.”
- “We take all feedback seriously.”
- “It’s never our goal for a client to feel this way.”
These types of responses show professionalism and empathy. They also help defuse tension without admitting guilt (which can have legal or ethical implications).
Keep It Short and Professional
You don’t need to defend yourself point by point.
In fact, the longer your reply, the more it looks like you’re overcompensating. Keep your response short, neutral, and calm. Avoid blaming, justifying, or dragging the reviewer into an online debate.
Your audience isn’t the reviewer, it’s the future clients who’ll read your response.
Invite Them to Continue the Conversation Privately
If you genuinely want to make things right, invite them to reach out to you directly.
For example:
- “We’d be happy to talk with you about this directly—feel free to call the office.”
- “Please reach out to us so we can try to address your concerns.”
Even if they don’t take you up on it, offering a private path forward makes you look like the reasonable one.
Don’t Say “This Isn’t a Real Client”
Even if you suspect the review is fake or from someone you never worked with, don’t say that publicly in your response.
You can (and should) report fake reviews to the platform hosting them. But publicly accusing someone of lying or fraud often backfires. It makes you sound hostile and puts future clients on edge.
If the platform removes it, great. If not, leave a brief, professional response and move on.
Don’t Let One Review Derail Your Whole Strategy
A single bad review won’t tank your practice. What matters is the pattern.
If you have 20 glowing reviews and one angry one, most people will overlook it. If you only have three reviews total and one is negative, that’s when it sticks out.
The best long-term fix? Keep collecting new, honest reviews. The more good feedback you have, the less power the bad ones carry.
Ask Yourself if There’s a Lesson
Some negative reviews are nonsense. Others contain a kernel of truth you might not want to hear.
It’s worth asking:
- Did a client feel unheard?
- Did something fall through the cracks?
- Did you assume they understood more than they actually did?
If there’s a takeaway that can improve your client experience, use it. Quietly. Without getting defensive.
Final Thoughts
Bad reviews are frustrating. But they’re also part of being in business.
What matters most is how you respond and what your response signals to the clients you haven’t met yet.
Stay calm. Be brief. Show that you care (even if the reviewer didn’t act like they did). Then get back to doing good work, which is the best marketing you’ll ever have.