How to handle a bad online review

Every business gets a bad review eventually. Handled well, it can actually build trust — prospective customers watch how you respond more than they weigh a single complaint.

How to respond

• •Stay calm and professional — never argue publicly.
• •Acknowledge the concern and apologize where fair.
• •Take the detail offline ('please email us so we can make it right').
• •Respond promptly, so it doesn't sit unanswered.

Play the long game

A steady flow of genuine positive reviews outweighs the occasional negative one. Keep asking happy customers, respond to everyone, and your overall reputation stays strong.