Okay so you got a bad review. Please don’t freak out. That’s a great waste of your energy & focus.

Question: Is this review legit? Is it an actual customer? Is it inappropriate or contain hateful language? We’ve had good success in getting weirdo reviews taken down on Google & Yelp. Deep Breath.

The Good News: Research (yes there are people researching this stuff) shows that the Rating score that people trust most is 4.3 – 4.7. So it’s not even a good idea to have only 5-star reviews. Embrace the occasional (or seldom) negative review. It can actually help build trust in your business.

Pro-Tip: Look up your all time favorite movie on Rotten Tomatoes or Metacritic. Did it get a perfect rating? Probably Not. Who are those weirdos that dislike your favorite movie. That’s just how the world works – With movies and with your business. Relax.

Okay so the review is legit and it’s not pretty.

This is ONLY a problem if you are consistently getting negative reviews. If this is the case – you’ll need to deal with what’s going on with your business. You’ve got to do better. You could go out and get 5 Star reviews from your friends to bury the bad review, but you still need to deal with the underlying issues. Get on it!

You’ve got to respond! Read the 9 rules for responding to reviews.

Uh-oh, They might go bonkers and copy/paste the same review on Facebook, Google and Yelp. These people are angry. And perhaps it’s worth your time & money to make them a little less angry. But some folks are just plain old angry. We all know this and so do people reading your reviews.

Take a breath – there’s good news.

The Good News: This is a GREAT OPPORTUNITY for you to show the world how awesome you are by how you respond! An awesome response to a crazy-bad review can be exactly what your prospective customers want to see. Seriously, this can generate sympathy chatter online, and can even make you look more awesome than you did prior to this review. I’VE SEEN THIS HAPPEN!

More Good News: Quantity of reviews is a positive ranking factor. A long review with lots of keywords in it is awesome! So hey – this bad review is helping you rank better! (consistent negative reviews however is a negative review factor).

News Flash: You are not perfect. It’s okay to get a bad review. If you consider it a gift – perhaps a nudge from the universe that you could be doing better, it can fuel you. Also, as you know, we’ve got spammers and weirdo’s on the loose and they may have targeted you for an instant.

Relax. Things will all work out. Focus on what you can control. Focus on running an awesome business – and making all you future customers happy.

If you need help or have further questions, give us a call.

Jeffrey Magner

Jeffrey Magner

Local SEO Strategist

Jeffrey Magner has been focused on Local SEO since 2008 and has worked directly with thousands of small business clients. Jeffrey founded Trumpet Local Media in Boulder, Colorado as a local SEO agency that was sold to Ramblin Jackson in 2013. Bighorn Local SEO has offices in Portland and Sisters, Oregon and offers monthly packages focusing on marketing strategy for local business owners. Our actual testimonials show how some of our clients feel about working with us.

If you are looking for a trustworthy Local SEO professional, you must do your research first! Take a peek at who we are and what we've been up to. We're based in Portland, Oregon but work with clients from around the country. We're good at getting Google to trust your business and understand precisely what you offer and where you offer it. Then it's up to you to simply be awesome with all your new customers.