How should a manager respond to negative online reviews?

Addressing the concern publicly and inviting the reviewer to discuss further privately is a proactive approach to managing negative online reviews. This strategy not only demonstrates to the reviewer that their feedback is valued, but it also shows potential customers that the business is committed to customer satisfaction. By publicly acknowledging the review, the manager can showcase transparency and a willingness to improve, which can help build trust with both the reviewer and other customers who view the exchange.

Furthermore, inviting the reviewer to discuss their concerns privately allows for a more in-depth conversation where the manager can better understand the specific issues raised and work towards a resolution. This not only fosters a positive relationship with the dissatisfied customer but also provides an opportunity for the business to improve its service based on the feedback received.