Once someone leaves a negative review, it’s out there for the world to see. However, you can respond kindly to the review asking the customer to reach out to you privately to discuss the matter further. Avoid arguing with the customer and simply express your regret that they had a negative experience and your intent to make things right. This will show prospective customers that you care about their opinions and want to make their experiences as positive as possible.

Sometimes, negative reviews are not from genuine customers and may be left by competitors or disgruntled employees. This isn’t often the case, but it can happen. In these situations, you can flag these reviews as spam and request that they be taken down by the review site.