This is a CRUNCH 'small bite' - a quick tip for our followers and fans.

Got a one star review and feel a bit sick? You are not alone.

In this episode we talk about what to do when someone posts a bad review about your business, product or service. We get real about the first reaction most of us have - hurt, angry, defensive - and how hitting reply too fast can make things worse.

HMC senior account managers, Emma Letessier and Vicki Jones, walk through how to pause, breathe and then respond in a way that shows you are listening and willing to put things right. They talk about when to say sorry, how to take the conversation offline, and how a calm, human reply can actually make you look more trustworthy to everyone reading the review.

We also talk about the upside of reviews. Good ones are powerful social proof. Tough ones can highlight gaps in your service and give you a chance to improve.

Key takeaways

• Do not fire back in the heat of the moment. Take a pause, then reply calmly and professionally.
• If you have made a mistake, say so and explain what you are doing to fix it.
• Write some simple response templates for common situations, then personalise them for each review.
• Reply to the good reviews too. A quick thank you shows you value your customers.
• Treat negative reviews as free feedback that can help you improve your systems and service.
• Keep your tone empathetic and human. People are watching how you handle criticism, not just what was said.