How to Handle Negative Online Reviews
This is a good article that Sitelink Software shared:
How do you handle/respond to negative reviews?
I recently had a gentleman who rented a space from me and left an online review which was overall positive, but he mentioned two things that sort of stung. So I sent him a personal response via e-mail that I made sure was upbeat and gracious, thanking him for his business.
He moved out a month later and left a follow up review (on Google this time) that was ALL complimentary, nothing negative. I don't think he would have done that if I hadn't followed up with him on his first review.
So I know first hand that if someone gives you negative feedback (even if comes wrapped in a compliment), take it seriously! Don't ignore it.
Answer them in a winsome way that validates or at least acknowledges that their concern or their impression or their experience with your business matters to you.