Got a Bad Review? Here’s How to Turn It Around
No one likes getting a bad review. Whether it’s a 1-star rant or a politely worded critique, negative feedback can feel personal—especially when you’ve poured your heart (and hours) into your business. But a bad review isn’t the end of the world. In fact, it might just be the beginning of a better client relationship.
The key is responding strategically. Knowing how to respond to negative reviews shows professionalism, empathy, and commitment—traits that build trust with potential clients and turn less-than-stellar moments into reputation-building wins.
Let’s walk through how to do exactly that with real-world examples and a few calm deep breaths along the way.
Why responding to negative reviews matters
Even a single negative review can shape how potential clients see your business. But a thoughtful, respectful response? That shows:
You’re listening.
You care.
You act on feedback.
Responding to negative reviews builds credibility, demonstrates accountability, and—if you’re lucky—may even persuade an unhappy or difficult client to give you another shot.
Plus, people aren’t just reading reviews. They’re reading your replies. Let’s make sure what they see gives them a reason to trust you.
How to respond to negative reviews
Step 1: Stay calm and evaluate the feedback
First rule of bad reviews? Don’t take it personally.
Take a moment. Breathe. Then ask:
Is the feedback fair or accurate?
Is this a one-time issue or part of a pattern?
Is there something you can genuinely improve?
Take this scenario, for example:
Review: “Appointment started 20 minutes late and I felt rushed.”
Initial reaction: Defensive.
Professional approach: Acknowledge the issue, then assess what caused the delay. Was it a tech issue? Overbooking? An off day?
Step 2: Respond promptly and professionally
Don’t let a bad review sit and simmer. Aim to reply within a day or two. That shows you’re attentive and proactive.
Keep your tone:
Respectful
Friendly
Calm
Avoid defensiveness, blame, or sarcasm, even if the review feels unfair.
Example: “Hi [Name], I really appreciate your feedback. I’m sorry to hear the results from yesterday’s appointment weren’t what you expected. We always aim to deliver a service you feel great about! I’d love to connect and learn more so we can make it right.”
Why this works:
Acknowledges the client’s disappointment in a timely fashion, without being dismissive
Reaffirms your commitment to their satisfaction
Opens the door for continued conversation and potential resolution
Step 3: Apologize and empathize
Even if you disagree with the review, acknowledge the client’s experience. Show empathy. A simple apology can go a long way.
Example: “Thanks for sharing your experience. I’m sorry to hear the appointment felt rushed. That’s not how we want our clients to feel. We’re committed to giving everyone the time and attention they deserve.”
Why this works:
Recognizes the client’s concern and feelings
Reinforces your service values (care, attention, respect for time)
Keeps a warm, professional tone
Step 4: Take (real) responsibility
It’s easy to say, “Sorry you feel that way.” It’s harder (and far more effective) to take real responsibility.
Use “I” or “we” statements when crafting your review response, even if the issue wasn’t entirely your fault. This willingness to take accountability builds trust with clients.
Example: “Thanks so much for bringing this to my attention. I totally get why you were frustrated, and you're right—it sounds like we missed the mark this time. I’m making some changes on my end to make sure this doesn’t happen again. Stay tuned for an update this week.”
Why this works:
Acknowledges the issue without dramatizing it
Uses “I” to show ownership, without over-apologizing or explicitly assigning blame
Ends on a positive note
Step 5: Explain, but don’t excuse
Sometimes there is a valid reason for the negative review. Maybe your internet went down. Maybe a team member had an emergency. Sharing that context can help humanize the mistake, but stick to the specifics and avoid sounding defensive.
Example: “Unfortunately, our system went down that morning and a few appointments were affected, including yours. We’ve since added a backup process to prevent this from happening again.”
Why this works:
Owns the mistake without being defensive
Offers a clear (but non-technical) explanation
Shows you're taking action to improve for next time
With the right framing, you’re not shifting blame, you’re showing your follow-through.
Step 6: Offer a solution to smooth things over
Whenever possible, offer to make things right. This could be:
A follow-up service
A discount or refund
A policy or process change
A personal conversation to hear them out
Even if they don’t take you up on it, the gesture counts—especially to future clients reading the exchange.
Example: “I’d love the chance to make it up to you. If you’re open to it, I’d be happy to offer a complimentary follow-up session to ensure you leave feeling 100% satisfied.”
Why this works:
Keeps the tone is human and conversational, not robotic
Reassures the client that you’re committed to improving their experience
Reinforces that constructive feedback leads to action
Step 7: Keep it short and invite further contact
You don’t have to explain or resolve everything in a single review reply—and honestly, you probably can’t. That’s okay. Keep your message clear, respectful, and focused on next steps.
If it’s a more complex issue, invite the reviewer to connect privately via phone, email, or whatever channel works best for your business. This shows you’re still taking the concern seriously, while moving the conversation to a more productive space. It also prevents back-and-forth exchanges in public that can get messy fast.
Example: “Thanks for reaching out. I’m sorry there was confusion about the pricing. I double-checked your booking, and the additional fee was for a specialty service selected at checkout. We’re updating how we present add-ons on our scheduling page to make this clearer, but if you still have questions about pricing you can reach us at [contact details.]”
Why this works:
Explains the situation clearly and factually
Builds trust by referencing a specific review action and keeping an open line of communication
Signals internal alignment and improvement
Handling unfair or fake negative reviews
Unfortunately, not every review is genuine. You might run into spam, mistaken identity, or even a competitor playing dirty.
Here’s how to handle it:
Flag the review with the platform (Google, Yelp, etc.) if it clearly violates guidelines.
Respond politely anyway. Potential clients don’t know it’s fake, so model the same professionalism.
Example: “We’re sorry to hear this, but we don’t have any record of your visit. We’d be happy to learn more and help if there’s been a mix-up. Please feel free to contact us directly.”
Why this works:
Acknowledges the complaint without validating it or using accusatory language
Protects your reputation by showing you’re reasonable and open to resolving issues—even when the complaint may not be legitimate
Offers a path to discuss and resolve the issue calmly and constructively
Turning criticism into opportunity
Negative reviews aren’t just something to manage, they’re something to learn from.
Ask yourself:
Is there a pattern in the complaints?
Can this feedback help us improve our booking flow, communication, or client experience?
Use feedback to refine your systems, train your team, and strengthen your customer journey. For instance, if you notice late appointments are a recurring issue, Acuity Scheduling can help you set up automated reminders or add buffer time to keep your schedule on track.
Example: “We’re sorry to hear about the long wait you experienced. After looking into this, we discovered that an earlier appointment ran over, causing delays. We know how valuable your time is, so we went ahead and updated our late arrival policy (now available on our site) and set up new appointment reminders so things run smoothly. We hope to see you again!”
Why this works:
Takes responsibility and explains the cause in a relatable way
Highlights the steps taken to prevent the problem from happening again
Encourages future business with a friendly, forward-looking message
Example responses for common negative reviews
Need more inspiration? Here’s a few negative reviews service providers might receive and how to handle them.
Review: “The staff was rude.”
Response: “Hi [Name], I’m so sorry you had that experience. That’s never the kind of service we aim to provide. I’ll be addressing this with our team right away. Please reach out to us at [contact details] so we can make things right.”
Review: “They didn’t show up for my appointment.”
Response: “Hi [Name], we sincerely apologize if there was a scheduling miscommunication. We’re happy to look into what happened and ensure it doesn’t happen again. Can you contact us at [contact details] so we can resolve this?”
Review: “Not worth the price.”
Response: “Hi [Name], I’m sorry to hear the experience didn’t meet your expectations. We appreciate your feedback and are always working to deliver the best value possible. We’d love to know more. Please feel free to reach out so we can learn how to better support you and the rest of our clients.”
Ready to turn feedback into improvement?
Bad reviews happen. But they don’t have to define your business. With the right approach, you can respond with confidence, showcase your commitment, and even win back disappointed clients.
And if you’re ready to prevent appointment challenges before they occur, so your reviews stay positive? Acuity Scheduling makes it easy to stay on top of your schedule, automate essential notifications, and create a smooth client experience from booking to follow-up.
Try Acuity today and let your service speak for itself.
