How Do I Reply to Negative Reviews?

No one likes getting a negative review, but they happen to every fence company at some point. Sometimes it's because of miscommunication, mistakes, or even unreasonable expectations. Ignoring a negative review can make your company look bad, while getting defensive can make it look even worse and scare off potential business.

Let's break down how to reply to negative reviews and turn them into strengths for your business.

Why Should I Respond to Negative Reviews?

Responding to negative reviews is part of good customer service. You’re not trying to change the reviewer’s mind (though that would be great). The main goal is to show future potential customers how you handle tough situations. A thoughtful, calm, and respectful reply can actually build more trust than a five-star review.

What Tone Should I Use When Responding?

Stay calm and respectful.
Do not get defensive or use legal terms. Avoid sharing any customers' personal information, contract clauses, or details about their service.
Avoid offering any compensation through a review.
Encourage offline resolution. Offer to discuss the issue further through a phone call or email.

How Do I Structure My Response?

Use the Reviewer's Name (If Possible): It personalizes your reply and shows you’ve read the review carefully. If they didn't share their name, don't publicly post it, even if you know who wrote the review.
Acknowledge Their Experience:
- Example: “I’m sorry you didn’t have a more positive experience, David.”
- You don’t have to admit fault — just show empathy.
Briefly Explain (If Appropriate):
- Calmly state if there was any miscommunication or issue on your part, but don't take legal blame for any damages publicly.
- Example: “It looks like there was some confusion on our end regarding the appointment time. I apolgize for that”
Invite Further Communication Offline:
- Example: “We’d love to discuss this further and make things right. Please call our office so we can help resolve this.”

Should I Use the Same Response Every Time?

Avoid copying and pasting identical responses to multiple reviews. It comes off as robotic and insincere. Make small adjustments so your replies feel authentic.

What Should I Avoid Saying in a Response?

Don't argue or attack.
Don't cite contracts or legal clauses.
Don't offer discounts or refunds publicly.
Don’t ignore the review.

Can I Encourage Others to Help?

No one else should come to your company's defense in the comments, so avoid having friends, family, or staff reply to the person who wrote the negative review. Instead, focus on offering a resolution, being respectful, and ensuring you ask satisfied customers to leave positive reviews that help boost your profile.

Where Can I Get Help With Responses?

If you'd like help crafting replies to specific reviews or want sample responses to keep on hand, feel free to contact us.

Final Tip

Think of negative reviews not as attacks, but as opportunities to demonstrate your professionalism, responsiveness, and care for customer satisfaction.

If you need more help managing your fence company's online presence, check out the DocCom Knowledge Base!

Got specific questions? Reach out to our team today!