Customer reviews of your products or services are very important to your online brand. Obviously, reviews may range from very satisfied to very dissatisfied.  , and everyone is entitled to an opinion. So  when and how should you  respond to negative reviews?

Generally, you should respond to reviews/opinions when:

Your organization is genuinely at fault

• The opinion/review gives  false information
• The opinion/review takes on a life of its own and snowballs

A carefully crafted response can go a long way to mitigating the damaging effect of a negative review. The content and tone of your response are important:

Apologize if your organization was at fault

• Actively address the issue at hand (i.e., do not dismiss or ignore it)
• Be calm, non-defensive, and honest
• Use plain, simple language  (i.e., limit use of industry jargon and big words)

Never underestimate the power reviewers have over one’s online brand! Monitor customer feedback and reviews and respond when necessary.