Bad reviews happen to every business. How you respond matters more than the review itself.
Don't Panic
One bad review among many good ones won't sink you. People expect some negative reviews - all 5-stars looks fake.
Respond Quickly
Within 24-48 hours. A fast response shows you care and are paying attention.
The Response Formula
Thank them for the feedback. Apologize for their experience (even if you disagree). Offer to make it right. Take it offline.
Example Response
"Thank you for sharing your experience. I'm sorry we didn't meet your expectations. I'd like to make this right - please call me directly at [number] so we can discuss. - [Your name]"
What NOT to Do
Don't argue publicly. Don't make excuses. Don't get defensive. Don't ignore it. Don't ask friends to post fake positive reviews to bury it.
When It's Fake
If you're certain the review is fake or from someone who was never a customer, report it to Google. But be sure - most reviews that feel unfair are from real customers you just don't remember.
The Silver Lining
A professional response to a bad review can actually win you customers. It shows how you handle problems - and everyone has problems eventually.