Question: When it comes to negative reviews about my business on social media, should I answer them or just ignore them?
Answer: It can be tempting to ignore negative reviews on social media, especially if you know they’re unfounded. However, a review without a response can reflect badly on your business, as it can look as though you didn’t care enough to engage with your customer about their negative experience. A one- or two-sentence response is usually more than enough – simply apologize for the customer’s bad experience, and, if possible, offer a solution to make it right. Even if the conversation dies out after that point, future customers will be able to see your gracious response.
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