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Responding to Negative Reviews

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Chat GPT, Claude and Gemini

Develop a thoughtful strategy for responding to negative reviews for [business name], a [business type] located in [location], aimed at addressing customer concerns and turning negative experiences into positive ones. The strategy should reflect our [service] style and [ambiance], ensuring that all responses are professional, empathetic, and solution-focused. Key components include:

Timely Response: Respond to negative reviews within 24-48 hours to show that customer feedback is taken seriously and that we are proactive in resolving issues.
Empathy and Understanding: Start by acknowledging the customer’s frustration and apologizing for their experience. Use empathetic language, such as 'We’re sorry to hear about your experience, and we understand how frustrating it must have been.'
Address Specific Concerns: Reference the specific issue(s) raised in the review. Whether it’s slow service, food quality, or other concerns, address the exact problem to show that we’ve listened carefully and understand the situation.
Offer a Resolution: Propose a resolution to make it right, such as offering a complimentary meal, a discount on their next visit, or inviting them to speak with management to resolve the issue offline. For example, 'We would love the opportunity to make it up to you. Please contact us directly at [contact info] so we can discuss this further and find a solution.'
Keep it Professional and Positive: Avoid defensive language, and maintain a calm and professional tone throughout the response. Focus on finding a solution rather than debating the review.
Encourage Return Visits: End the response by inviting the customer to give us another try, such as 'We hope you’ll give us another chance to provide the excellent experience we’re known for.' This shows that we are committed to continuous improvement.
Internal Follow-Up: After responding to the review, follow up internally to address the issue. Whether it’s retraining staff, adjusting procedures, or improving service, ensure steps are taken to prevent the issue from recurring.
Monitor for Updates: If the customer returns or updates their review after a resolution, follow up with a thank you message to show appreciation for their willingness to give the restaurant another chance.
This approach ensures that all responses are consistent, courteous, and focused on resolving issues while improving customer relations. Use social media, email, and third-party review platforms like Yelp, Google, and TripAdvisor to monitor and manage reviews.

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