How to Respond to Negativity as a Small Business Owner

No one likes to see a one-star review or a harsh comment, but negative feedback is part of running a business...

Whether it’s a misunderstanding, a genuine issue, or just someone having a bad day, how you respond matters more than the review itself.

So let's talk about how to protect your reputation and maybe even win that customer back!

1. Pause Before You Respond

Your first reaction might be frustration or even embarrassment. That’s normal. But don’t reply while you’re still in your feels. Give yourself a moment to process; then respond when you’re calm, clear-headed, and ready to take the high road.

2. Acknowledge the Concern- Without Getting Defensive

Even if the reviewer is wrong or harsh, they still had an experience that made them feel upset. Start by acknowledging their experience:

✅ Do say: "Thank you for sharing your feedback- I'm sorry to hear you had this experience."

❌ Don’t say: "Well, that’s not what happened…"You misunderstood…""This isn’t our fault."

3. Take the Conversation Offline (When You Can)

Invite them to connect with you directly so you can resolve things in a more private and personal way. This keeps drama out of the public eye and shows others you care.

📞 “We’d love the opportunity to make this right- please email us at [your email] or call [your number] so we can discuss further.”

4. Apologize, Even If It's Not All Your Fault

An apology is not an admission of guilt- it’s a sign of empathy. A simple “I’m sorry this happened” goes a long way.

5. Offer to Make It Right (Within Reason)

Sometimes a discount, refund, or redo is appropriate. Other times, just being heard is enough. Use your judgment and be consistent in how you handle complaints.

🎁 “We’d be happy to offer a 10% discount on your next visit to help make up for this.”

6. Keep Your Tone Professional & Kind

Think of your response as a message not just to the commenter, but to every future customer who reads it. People are watching how you handle criticism. Be the kind of business they want to support.

7. Learn From It (If There's Truth in It)

Sometimes a bad review is actually a gift in ugly wrapping. Is there something you could do better? Use it as a learning moment for your business or your team.

8. Know When to Walk Away

If the review is abusive, completely false, or violates platform guidelines, you can report it for removal. But still, avoid public arguments. Keep your response professional—or don’t respond at all.

Example Response Template:

Hi [Name], thank you for sharing your feedback. I’m truly sorry to hear about your experience—it’s never our intention for a customer to feel disappointed. We’d love a chance to learn more and make things right. Please reach out to us at [email] so we can speak directly. We value your business and appreciate the opportunity to improve. —[Your Name/Your Business Name]

You can’t control what people say, but you can control how you respond. 

With empathy, professionalism, and a cool head, even a negative review can become an opportunity to build trust and show your values as a business owner.