Negative Review Handling
A standard procedure for responding to genuine complaints and to fake reviews left by competitors or extortionists.
Analogy Mental model
Someone is shouting in your restaurant and every table is watching. You can shout back and empty the room, or you can lower your voice, move the conversation somewhere private, and call the authorities if the person was sent to cause trouble.
In practice What you actually do
Write every public reply for the audience, not for the person who left it. For a real complaint: acknowledge without excuses, state briefly what you checked and changed, then move the conversation offline with a direct number. For a fake or abusive one: flag it with evidence and pursue removal.
Where people get burned Pitfalls
Arguing in the comment thread is the one move that always loses. Even a technically correct rebuttal reads as defensive to every future customer who scans it.
This entry was written in English from the Chinese original, not machine-translated. Read the Chinese version →