{"id":44999,"date":"2023-01-25T09:05:20","date_gmt":"2023-01-25T17:05:20","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=44999"},"modified":"2024-12-05T21:59:17","modified_gmt":"2024-12-06T05:59:17","slug":"how-to-manage-one-star-reviews","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/how-to-manage-one-star-reviews\/","title":{"rendered":"7 Proven practices to masterfully tackle one-star reviews"},"content":{"rendered":"\n<p>Most business owners don\u2019t enjoy reading one-star reviews. Unfortunately, negative reviews are part of doing business \u2013 and they need to be addressed early if you want to protect your company\u2019s online reputation. When left unchecked, one-star ratings can damage your business and impact how customers perceive your brand.&nbsp;In this blog post, We&#8217;ll demonstrate how to handle one-star reviews and safeguard your business&#8217;s <a href=\"https:\/\/birdeye.com\/blog\/online-reputation-management\/\">online reputation management<\/a>.<\/p>\n\n\n\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\"><h2>Table of contents<\/h2><ul><li><a href=\"#h-what-are-one-star-reviews\" data-level=\"2\">What are one-star reviews? <\/a><\/li><li><a href=\"#h-one-star-reviews-are-inevitable-and-even-the-best-businesses-get-them\" data-level=\"2\">One-star reviews are inevitable, and even the best businesses get them<\/a><\/li><li><a href=\"#h-respond-to-all-reviews-both-positive-and-negative\" data-level=\"2\">Respond to all reviews, both positive and negative<\/a><\/li><li><a href=\"#h-how-to-manage-one-star-reviews-7-best-practices\" data-level=\"2\">How to manage one-star reviews: 7 best practices<\/a><ul><li><a href=\"#h-1-be-prompt\" data-level=\"3\">1. Be prompt<\/a><\/li><li><a href=\"#h-2-be-professional-in-your-response\" data-level=\"3\">2. Be professional in your response<\/a><\/li><li><a href=\"#h-3-apologize-and-take-responsibility\" data-level=\"3\">3. Apologize and take responsibility<\/a><\/li><li><a href=\"#h-4-ask-for-feedback\" data-level=\"3\">4. Ask for feedback<\/a><\/li><li><a href=\"#h-5-offer-solutions\" data-level=\"3\">5. Offer solutions<\/a><\/li><li><a href=\"#h-6-offer-the-option-to-take-it-offline\" data-level=\"3\">6. Offer the option to take it offline<\/a><\/li><li><a href=\"#h-7-show-your-appreciation\" data-level=\"3\">7. Show your appreciation<\/a><\/li><\/ul><\/li><li><a href=\"#h-use-low-rating-reviews-as-an-opportunity-to-improve-your-business\" data-level=\"2\">Use low-rating reviews as an opportunity to improve your business<\/a><\/li><li><a href=\"#h-frequently-asked-questions-about-one-star-reviews\" data-level=\"2\">Frequently asked questions about one-star reviews<\/a><\/li><li><a href=\"#h-manage-your-customer-reviews-with-birdeye\" data-level=\"2\">Manage your customer reviews with Birdeye<\/a><\/li><\/ul><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-are-one-star-reviews\">What are one-star reviews? <\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_1.png\" alt=\"A woman looking at her phone reading a one-star review\" class=\"wp-image-45026\" width=\"624\" height=\"371\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_1.png 815w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_1-300x178.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_1-768x456.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_1-810x481.png 810w\" sizes=\"(max-width: 624px) 100vw, 624px\" \/><\/figure>\n<\/div>\n\n\n<p>Before we discuss managing one-star reviews, let\u2019s define what they are. One-star reviews are a rating out of five stars, with one being the lowest and five being the highest.<\/p>\n\n\n\n<p>Customers give a product or service a low rating when they are not satisfied with their experience. These negative reviews typically provide insight into what went wrong and can provide valuable feedback for businesses to improve customer satisfaction in the future.&nbsp;<\/p>\n\n\n\n<p>One-star reviews are critical because they can damage a business\u2019s reputation. For example, there\u2019s <a href=\"https:\/\/www.inc.com\/andrew-thomas\/the-hidden-ratio-that-could-make-or-break-your-company.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">the good-to-bad review ratio<\/a>, where it\u2019s estimated it will take 40 <a href=\"https:\/\/birdeye.com\/blog\/positive-review-examples\/\">positive reviews<\/a> to negate the impact of one negative review. Not only does a one-star rating impact the company\u2019s overall star rating, but it also damages the brand and <a href=\"https:\/\/birdeye.com\/blog\/google-reviews-help-rankings-and-seo\/\">lowers ranking in online search results<\/a>.<\/p>\n\n\n\n<p>For more in-depth information on star ratings, check out our article on <a href=\"https:\/\/birdeye.com\/blog\/unlocking-the-meaning-of-stars-in-reviews\/\">unlocking the meaning of stars in reviews<\/a>.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-one-star-reviews-are-inevitable-and-even-the-best-businesses-get-them\">One-star reviews are inevitable, and even the best businesses get them<\/h2>\n\n\n\n<p>Of course, businesses want good reviews, and it can be disheartening and discouraging to get a negative online review. However, companies need to understand that one-star reviews are inevitable. No matter how excellent your services or products are, every business will receive some <a href=\"https:\/\/birdeye.com\/blog\/negative-feedback-examples\/\">negative feedback<\/a> from time to time.&nbsp;<\/p>\n\n\n\n<p>In these moments, it\u2019s important to remember that by taking the negative feedback in stride and learning from them, you can use one-star reviews to improve the overall customer experience and make your business even better than before.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-respond-to-all-reviews-both-positive-and-negative\">Respond to all reviews, both positive and negative<\/h2>\n\n\n\n<p><a href=\"https:\/\/birdeye.com\/blog\/ultimate-guide-to-responding-to-reviews\/\">Responding to customer reviews<\/a>, both positive and negative, is essential for companies that want to grow their online presence. <a href=\"https:\/\/birdeye.com\/blog\/online-reputation-management\/\">Building and maintaining a positive reputation<\/a> is key for collecting feedback on products and services and allowing customers to have their voices heard.<\/p>\n\n\n\n<p>By acknowledging any criticisms or customer issues and working on solutions, businesses can further showcase their commitment to quality customer service. Businesses can use <a href=\"https:\/\/birdeye.com\/blog\/review-management\/\">o<\/a><a href=\"https:\/\/birdeye.com\/blog\/review-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">nline re<\/a><a href=\"https:\/\/birdeye.com\/blog\/review-management\/\">view management<\/a> to manage one-star reviews and track their success and learn how to better serve their customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-to-manage-one-star-reviews-7-best-practices\">How to manage one-star reviews: 7 best practices<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-be-prompt\">1. Be prompt<\/h3>\n\n\n\n<p>When handling one-star reviews, time is of the essence. The faster you respond, the better your chance of turning a potentially disastrous situation into an opportunity. Make sure you respond within 24 hours to acknowledge the customer\u2019s opinion and resolve their issue as soon as possible.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-be-professional-in-your-response\">2. Be professional in your response<\/h3>\n\n\n\n<p>Being professional when <a href=\"https:\/\/birdeye.com\/blog\/how-to-respond-to-negative-reviews\/\">responding to negative reviews<\/a> can be challenging. Professionally addressing one-star reviews will show customers that you value their feedback and take it seriously. Keeping the language in your response polite, honest, and not defensive is crucial in delivering your message effectively and maintaining a positive online presence. When responding to one-star reviews, showcase the steps you are taking to address customer issues and stop them from happening again.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-apologize-and-take-responsibility\">3. Apologize and take responsibility<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_2.png\" alt=\"An example of a company managing one-star reviews by apologizing and taking responsibilty\" class=\"wp-image-45027\" width=\"625\" height=\"371\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_2.png 815w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_2-300x178.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_2-768x456.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_2-810x481.png 810w\" sizes=\"(max-width: 625px) 100vw, 625px\" \/><\/figure>\n<\/div>\n\n\n<p>It doesn&#8217;t matter whether you think the customer is wrong. Offering an apology is essential when it comes to responding to one-star reviews. Taking ownership of mistakes, regardless of how small or large they might be, will show potential customers that you take accountability seriously. Apologize sincerely and take responsibility for mistakes made by your staff or products to improve customer trust.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-ask-for-feedback\">4. Ask for feedback<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_3.png\" alt=\"An example of a company managing one-star reviews by asking for feedback\" class=\"wp-image-45028\" width=\"631\" height=\"419\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_3.png 815w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_3-300x200.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_3-768x511.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_3-810x539.png 810w\" sizes=\"(max-width: 631px) 100vw, 631px\" \/><\/figure>\n<\/div>\n\n\n<p>Sometimes, a <a href=\"https:\/\/birdeye.com\/blog\/handling-negative-reviews\/\">negative review<\/a> can provide invaluable insight into what may be going wrong with certain products or services, so use it as an opportunity to gather more information. Ask follow-up questions like \u201cWhat could we do differently next time?\u201d These types of probing questions can give you valuable feedback that can prevent similar things from happening again.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-offer-solutions\">5. Offer solutions<\/h3>\n\n\n\n<p>Part of solving any problem involves offering solutions. Gather feedback, then propose solutions like a free return, discount, or incentive to address customer worries. Offering solutions demonstrates you can fix the issue swiftly and efficiently.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-6-offer-the-option-to-take-it-offline\">6. Offer the option to take it offline<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_4.png\" alt=\"An example of a company managing one-star reviews by offering to take the conversation offline\" class=\"wp-image-45029\" width=\"607\" height=\"403\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_4.png 815w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_4-300x200.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_4-768x511.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image_4-810x539.png 810w\" sizes=\"(max-width: 607px) 100vw, 607px\" \/><\/figure>\n<\/div>\n\n\n<p>Whatever you do, don\u2019t dispute the issue online. The back and forth is not a good look for your brand. Take the conversation offline. Leave a phone number or email address where the customer can contact you directly to resolve the issue.&nbsp;<\/p>\n\n\n\n<p>If you have the customer\u2019s phone number and email address on file, reach out first to show them how important finding a resolution is to your company.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-7-show-your-appreciation\">7. Show your appreciation<\/h3>\n\n\n\n<p>Valuing customer feedback is essential to understand any areas of improvement, which is why you should always thank them for their time and effort in sharing their opinions \u2013 even if it&#8217;s negative. Showing appreciation for constructive criticism will often leave customers feeling valued and respected, which may encourage them to give your company another chance.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-use-low-rating-reviews-as-an-opportunity-to-improve-your-business\">Use low-rating reviews as an opportunity to improve your business<\/h2>\n\n\n\n<p>Negative reviews can impact even the most successful brands, and it\u2019s important to use them as an opportunity to learn and grow. Instead of taking negative feedback as criticism, use it to understand any gaps in customer service or products.&nbsp;<\/p>\n\n\n\n<p>Companies should also respond quickly and politely, addressing the customer complaint while empathizing with the customer&#8217;s bad experience. This can help businesses turn people who were once unhappy with their experience into loyal customers.<\/p>\n\n\n\n<p>Managing one-star reviews with the best practices mentioned above can help improve customer satisfaction and your online reputation. If you follow these tips, you\u2019ll definitely see your business thrive.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-frequently-asked-questions-about-one-star-reviews\">Frequently asked questions about one-star reviews<\/h2>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1674073160506\"><strong class=\"schema-faq-question\">Do one-star reviews matter?<\/strong> <p class=\"schema-faq-answer\">Yes, one-star reviews matter because they have an adverse impact on your brand&#8217;s overall online star rating and search ranking.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1674073188324\"><strong class=\"schema-faq-question\">Why do people give one-star reviews?<\/strong> <p class=\"schema-faq-answer\">People give one-star reviews when dissatisfied with a product or service and want others to be aware of the issue.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1674073215752\"><strong class=\"schema-faq-question\">How do I respond to a one-star review with no comment on Google?<\/strong> <p class=\"schema-faq-answer\">Acknowledge the one-star Google review and thank them for their feedback. Assure them that their voice has been heard and ask them to contact you directly to resolve the issue privately. Offer a discount if appropriate.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1674073259080\"><strong class=\"schema-faq-question\">Can a business turn off Google reviews?\u00a0<\/strong> <p class=\"schema-faq-answer\">No, a business cannot turn off Google reviews. Anyone with a Gmail account can leave a review on any Google Business Profile.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1674073287729\"><strong class=\"schema-faq-question\">Can you delete a fake Google review?<\/strong> <p class=\"schema-faq-answer\">Fraudulent reviews can happen, and yes, you can delete fake Google reviews. Simply ask Google to <a href=\"https:\/\/support.google.com\/business\/answer\/4596773?hl=en\">delete the fake review from your Google Business Profile<\/a>.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1674073311188\"><strong class=\"schema-faq-question\">Can you get sued for leaving a one-star review?\u00a0<\/strong> <p class=\"schema-faq-answer\">Yes, a lawsuit may be possible if the review contains defamatory remarks or false statements about the business or its employees.<\/p> <\/div> <\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-manage-your-customer-reviews-with-birdeye\">Manage your customer reviews with Birdeye<\/h2>\n\n\n\n<p><a href=\"https:\/\/birdeye.com\/reviews\/\">Birdeye Reviews<\/a> can help your business generate, manage, and amplify your online reviews across the internet and 200+ review sites. Consistently getting fresh reviews helps you rank higher on local searches, boosts your online reputation, and attracts more customers to your business. Click on the banner below to get started.<\/p>\n\n\n","protected":false},"excerpt":{"rendered":"<p>Most business owners don\u2019t enjoy reading one-star reviews. Unfortunately, negative reviews are part of doing business \u2013 and they need to be addressed early if you want to protect your company\u2019s online reputation. When left unchecked, one-star ratings can damage your business and impact how customers perceive your brand.&nbsp;In this blog post, We&#8217;ll demonstrate how [&hellip;]<\/p>\n","protected":false},"author":92,"featured_media":45024,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8550],"tags":[],"class_list":["post-44999","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-online-reviews"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.5 (Yoast SEO v26.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Best practices for responding to one-star reviews I Birdeye<\/title>\n<meta name=\"description\" content=\"Learn how to tackle one-star reviews and protect your business&#039;s online reputation. 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