Stay calm and reply publicly
Thank them for the feedback, acknowledge the specific issue without arguing facts in public, and invite them to continue the conversation offline with a direct contact.
Fix it offline
Call or email quickly. People often update or soften a review when they feel heard — not when they feel debated in the comments.
Prevent the next one
Most negative reviews are about surprise and silence. A private feedback step (QR on site) lets you hear concerns before Google becomes the only outlet.
Invite every customer the same way
Never only ask happy customers. Invite everyone to review publicly — including after private feedback. That posture matches Google’s expectations and protects your brand.
Ready for a system that runs while you work?
ReviewWizard gives local businesses a private feedback step and a public review invite for every customer — hosted, branded, and live in about a day.