How to Respond to Negative Reviews: A Complete Guide

Negative reviews hurt. But how you respond to them can actually strengthen your business reputation.

The HEARD Framework

Use this proven framework for responding to negative reviews:

• H - Hear: Acknowledge their concern without being defensive
• E - Empathize: Show you understand their frustration
• A - Apologize: Take responsibility, even if it was not entirely your fault
• R - Resolve: Offer a concrete solution or next step
• D - Diagnose: Investigate internally to prevent recurrence

What NOT to Do

• Never argue or get defensive
• Never ignore negative reviews
• Never make excuses
• Never take it personally

Turning Critics into Advocates

Studies show that customers who have a negative experience resolved satisfactorily often become more loyal than those who never had a problem at all.