Financial Data
Updated 26 Feb 2020


How to handle negative online reviews of your business

As an entrepreneur or merchant, you should become a vigilant watchdog about what's being written or said about your brand or product online.


Mikal E.Belicove, Entrepreneur, 25 June 2012  Share  0 comments  Print


All the answers to your unique business lifestage questions

Reviews show up in a number of places, including sites like Hello Peter and TripAdvisor, as well as in comments or full-on posts on blogs and social media utilities.

These reviews offer word-of-mouth advertising, and consumers are not shy about participating – offering both positive and negative opinions about your business. There can even be an impact on a company's bottom line: according to a study released last summer by US-based strategy and communication agency Cone, 80 percent of consumers said they changed their minds about purchases based on negative information they found online.

Tips to Manage the Damage

Business owners now need to resolve any issues to get their marketing back on track. Here are my tips for resolving negative user-generated press: 

1. Respond quickly

A quick response is always the best way to diffuse a poor review of your company or product. Don't wait around for more readers to jump on the bandwagon. Nip the issue in the bud. 

2. Personalise your response

Introduce yourself by name instead of referring to a faceless organisation. Doing so adds a human touch.

3. Leave your ego at the door

Take gripes to heart and look for common threads. Leave the finger pointing and excuses to your competitors. 

Exceed Expectations

If people are saying good things about you online, you have the added task of maintaining the high expectation new customers will have of you. Train your staff to live up to and exceed those expectations.

Similarly, take note of what your customers – or your potential customers – are writing about your competitors. While it's true you need to focus on delivering on your company's unique value, there's a lot to be learned from online comments about the competition.

Entrepreneur Mag Logo

Copyright is owned by Entrepreneur Media SA and/or Entrepreneur Media Inc.
All rights reserved. Click here to read our editorial disclaimer.

Rate It12345rating

About the author


Mikal E.Belicove, Entrepreneur

Mikal E. Belicove is an Entrepreneur magazine columnist & contributing writer and a business strategist specializing in market analysis, messaging and positioning, and content development for a select group of high profile businesses and individuals. Previously, Mikal started and sold a Boulder, Colo.-based Internet start-up and worked in Acquisitions for Alpha Books/Pearson plc and John Wiley & Sons, Inc.

Introducing the theft & fidelity protection for your business

Theft and fidelity cover are often confused with each other. Bryan Verpoort discusses the difference between the two and why your business should be putting measures in place for both of these risks.

Login to comment