How To Respond To A Negative Review – A Great Example

by on March 3, 2014 · 4 comments

Responding to Negative Reviews

I was doing some more research on online reviews last weekend as a follow up to my recent video: Can Negative Reviews Help Your Business? and came across this great article from Andrew Shotland – 5 Tips For Responding To Negative Customer Reviews Online.

He’s got this example of a Wedding Photographer who got this awful review:

Negative Online Review Example

Negative Online Review Example

Man, when I read that, I thought to myself – “wow, how would I respond to that!?”

Well, this business owner nailed it. He was honest, classy and constructive.

Check out Andrew’s article to see how he responded. You’ll see his response under point #4 about 3/4 down the page.

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Don is an entrepreneur based in Silicon Valley. He founded Expand2Web and is the publisher of the Expand2Web Blog, and the GetFiveStars Customer Feedback and Reviews service.

Don has written 313 articles on Expand2Web

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{ 4 comments… read them below or add one }

Tim Tewalt March 3, 2014 at 9:51 pm


Great article and I can say when I read reviews I always look for the response from the company and it makes a big difference. The ‘free press’ of the web has sometimes and perhaps all too often lead to people blowing off steam with no desire to hear the other side. When I hear both sides, that is the complaint and the response then I real value those companies over those who just get a +1.

Seeing how they perform while tested really helps see the true colors.

Appreciate the articles. 🙂


Don Campbell March 4, 2014 at 9:14 am

I do too Tim. Studies show that people look at both the positive and negative reviews for a business, and then they make their decision. A good response to a negative review can be worth its weight in gold!


design and drafting March 6, 2014 at 4:51 am

Good advices. Normally we feel bad when got any negative review but I will apply and practice it.


Oscar | ClickMinded SEO Training March 19, 2014 at 11:08 pm

I feel that a negative review will need action asap. The answer by the owner was impressive. It’s like answering to an interview question “what are your weaknesses” thingy.


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