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A Review What Now?.


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How To Answer Good & Negative Reviews



Business owners often ask how should they reply to reviews that their business receives so we have chosen a couple of examples including the response from the owners to a good and negative review.


The businesses chosen are a beauty salon and an optician based in the West Midlands. We have then taken the same reviews and shown how we would reply and the reasoning behind it.



The First Reviews Are For A Beauty Salon In The West Midlands



We have purposely kept their identity hidden for this exercise



This beauty salon has an overall star rating of 4.6 with 27 reviews , they have received excellent feedback about their business with the exception of a couple. The sad thing the owner has not responded to any of the reviews left by their customers.


Good Review Five Star Rating


Received excellent service recently from Beautician who did a wonderful job on my eyelashes. She also went out of her way to fit me in at short notice before my holiday. I will definitely book again and will be recommending to all my friends.


Bad Review One Star Rating


Had an appointment for holiday waxing, got there on time for my appointment to see 6 people waiting, 1 beautician going from one to another painting one's nails, then on to another to file there nails whilst one was drying, then into a treatment room to see a client, back to the first one.


Someone came in without an appointment and she was told she would see them too! I left, very annoyed as due to go on holiday!! Customer service....none existent!



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Our Response To Good Review Five Star Rating


Hi Yvonne We wanted to take a moment to thank you for telling us about your great experience with us. It's our goal to make sure that everyone enjoys the same level of service, every single time. The only way to confirm that we are delivering first-class experiences is with feedback like yours.


Please come back for a visit soon. In the meantime, if we can help you with anything, please contact us anytime.


You Made Our Day, thanks!


Our Response To A Bad Review One Star Rating


It seems your most recent experience with us was a problem. Thank you for bringing this to our attention. We are looking into the matter right now. We want each customer to be happy, we can only achieve that with truthful communication like yours.


This is not the way we do business, please know that your situation was an exception, we are working to resolve it now. We want long-lasting relationships with every customer and will do what it takes to make it happen.


Contact me directly anytime via telephone, email I look forward to working with you to resolve your issue.





The Second Reviews Are For An Opticians In The West Midlands



We have purposely kept their identity hidden for this exercise



This optician has an overall star rating of 3.9 with 26 reviews , they have received excellent feedback about their business with the exception of a couple. The sad thing the owner has only responded to two of the reviews left by their customers.


Good Review Five Star Rating


All the staff are really great here, James the manager is an absolute diamond.


Response From The Owner


Thank you for the kind words! We really do appreciate you taking the time to share your experience at our branch in Wolverhampton.




Bad Review One Star Rating


The person who left this review was named Sandra, she gave a one-star rating without leaving any comments.


Response From The Owner


Hi Sandra, thanks for your rating. If you’ve any feedback on how we could improve our services please contact (we have removed their email address) and let us know!





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Our Response To Good Review Five Star Rating


It's our turn to reach out to you now. We just wanted to let you know how grateful we are for your positive feedback! We know that you have options and the fact that you picked us confirms that our focus on service is making the right impact.


The only way to confirm that we are delivering first-class experiences is with feedback like yours. Please stay in touch. We want to make sure you don't miss out on any of our exclusive offers.


On Behalf Of The Team, Thank You!


Our Response To A Bad Review One Star Rating


Please accept our sincerest apologies for your recent experience with us Sandra. Thank you for making us aware. We are constantly refining the way we do business and that is only possible thanks to candid communication like yours.


Please know that we're listening. If you have a moment please contact me via email at [manager's email address here] I would like to personally resolve this problem to your satisfaction.


Committed to satisfying customers







Respond To The Person Reading The Review
And Not The Person Who Left The Review



Every review should have four stages to it



Good Reviews





1) Thank You

2) Our Commitment

3) Your Valuable

4) Call To Action



Bad Reviews





1) Thank You

2) Take Responsibility

3) Commitment

4) Contact Us





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