Handling a negative review starts with acknowledging the feedback professionally and empathetically. Responding promptly, taking accountability, and offering a solution or follow-up action can help turn the situation around. Often, a thoughtful response to a negative review can impress potential customers more than a positive review alone.
About the Author: Mark Riley
Mark Riley is a marketing executive and the founder of Riley Summers Marketing Group, where he leads customer acquisition strategy for home services businesses across paid search, Google Local Services Ads, local SEO and paid social media. He rose to VP of Digital at a national legal-marketing agency, where the digital programs he led generated a significant share of its revenue. Over a 15+ year career, he has managed more than $70 million in digital advertising spend, much of it in one of the most expensive and competitive advertising categories in North America. He measures marketing by what it costs to win a booked job, not by traffic or lead volume.