The Do’s and Don’t’s of Reacting to Online Criticism of Your Brand

In today’s digital age, businesses and brands are more vulnerable than ever to online criticism. With the prevalence of social media and review sites like Google and Yelp, customers now have a place to give their opinions and experiences with a brand for the world to see. While this can be a valuable tool for businesses to receive feedback and improve their products and services, it also means that negative reviews and comments can quickly spiral out of control and harm a brand’s reputation.

It’s essential to know how to react to online criticism in a way that minimizes damage to your brand and helps address any legitimate concerns raised by customers. In this blog post, we will explore some critical strategies for handling online criticism, including the do’s and don’ts of reacting to negative reviews on Google, one of the most popular and widely used review sites, and help removing a bad review on Google. Whether dealing with a minor complaint or a full-blown PR crisis, these tips can help you navigate the situation effectively and protect your brand’s reputation. This blog post will review some key strategies for handling online criticism.

Do: Respond Quickly and Empathetically

Responding when someone leaves a negative review of your brand online is essential. Doing this shows that you take feedback seriously and are committed to improving your business. Your response should also be empathetic and acknowledge the reviewer’s concerns. Put yourself in their shoes. This is the way to learn why the customer is upset.

See also  Small Firm, Large Reach: How to Market Your Law Firm in a Few Easy, Effective Ways

Don’t: Get Defensive or Argumentative

No matter how unfair or inaccurate a review might seem, it’s essential to remain calm and professional in your response. Getting defensive or argumentative will only escalate the situation and make your brand look bad. Remember that online criticism is filled with emotion; responding in kind will only worsen things.

DO: Take the Conversation Offline

Consider taking the conversation offline if a negative review requires a more detailed response. Provide the reviewer with a phone number or email address where they can reach you directly. This will show that you’re serious about resolving their concerns and can help defuse them.

Don’t: Ignore Negative Reviews

Ignoring negative reviews is a surefire way to make the situation worse. It shows that you don’t care about customer feedback and leaves the door open for other potential customers to see the negative review and form a negative impression of your brand. Alternatively, one can find help removing a bad review on Google. However, be sure to address the concern of the customer.

DO: Monitor Your Online Presence

You must regularly monitor your online presence to manage your brand’s online reputation effectively. Set up alerts of your brand for mentions on social media and review sites, and respond to any negative feedback promptly. This will help you stay current and address potential issues before they escalate.

Don’t: Try to Remove Legitimate Reviews

Trying to remove legitimate reviews, even if they’re negative, can backfire and damage your brand’s reputation even further. Review sites like Google have strict guidelines for what constitutes a fair review, and attempting to manipulate or remove reviews can lead to penalties or even account suspension. Some services help in removing a bad review on Google.

See also  Internet Privacy 101: How to Keep Your Anonymity Online

DO: Flag the Review for Violating Google’s Policies

If a review violates Google’s policies (for example, if it contains hate speech or is fake), you can flag it for removal. To do this, click the three-dot menu next to the review and select “Flag as inappropriate.” Google will review the study and determine if it violates its policies.

Don’t: Ask Friends or Employees to Leave Positive Reviews

Asking friends or employees to leave positive reviews violates Google’s policies and can lead to account suspension. Earning reviews organically is essential to providing excellent customer service and quality products.

DO: Respond to the Review

In your response, acknowledge the reviewer’s concerns and provide any relevant information that may help address their issues. Be empathetic and avoid getting defensive or argumentative.

Don’t: Engage in a Public Argument

Engaging in a public argument with a reviewer will only make things worse. It is essential to keep the conversation civil and professional and take it offline to resolve the issue.

DO: Encourage Satisfied Customers to Leave Reviews

Encourage customers to leave reviews that can help balance out any negative reviews you may receive. Encourage satisfied customers to leave reviews that can help balance out any negative reviews you may receive. However, it’s essential to do so ethically and not incentivize reviews in any way.

Don’t: Ignore Negative Reviews

Ignoring negative reviews can worsen the situation and damage your brand’s reputation. Instead, respond promptly and professionally, and do your best to address the reviewer’s concerns.


Reacting to online criticism of your brand can be challenging, but following these do’s and don’ts can help you navigate the situation effectively. Remember to respond quickly and empathetically, take the conversation offline if necessary, monitor your online presence regularly, and avoid trying to remove legitimate reviews. If you receive a bad review on Google, follow Google’s guidelines, and either flag the review for removal if it violates their policies or responds to the review professionally if it is accurate but unfair.