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An unanswered bad review scares customers away, and an unanswered good one wastes an opportunity. Paste the review and get a professional reply, in the customer's language and in the tone you choose.
How to reply to a bad review
- Reply within 48 hours, even if you don't have the fix yet.
- Thank them, apologize for the experience and don't argue: everyone looking at your business reads the reply, not just the author.
- Move the conversation to a private message or call to resolve it.
- Don't promise public compensation: it can invite more negative reviews.