--- title: How Small Businesses Should Handle Bad Online Reviews description: Many consumers form their opinion of a brand solely based on their online reviews. With digital media taking over, small business owners need to keep close image: https://www.quikstonecapital.com/hubfs/_Website/Images/Apply-Hero1.jpg --- [![Merchant Cash Advance](https://www.quikstonecapital.com/hs-fs/hubfs/_Website/Logos/Web-Combo-11.png?width=200&name=Web-Combo-11.png "Merchant Cash Advance")](https://www.quikstonecapital.com/) [![Merchant Cash Advances](https://www.quikstonecapital.com/hs-fs/hubfs/_Website/Logos/Web-Color2.png?width=738&name=Web-Color2.png "Merchant Cash Advances")](https://www.quikstonecapital.com/) # Merchant Cash Advance Blog # How Small Businesses Should Handle Bad Online Reviews Posted by [Karen Erdelac](https://www.quikstonecapital.com/merchant-cash-advance-blog/author/karen-erdelac) on Oct 19, 2017 - [Tweet](https://twitter.com/share) ![How Small Businesses Should Handle Bad Online Reviews](https://www.quikstonecapital.com/hs-fs/hubfs/feedback-1978036_640.png?width=299&name=feedback-1978036_640.png "How Small Businesses Should Handle Bad Online Reviews")Many consumers form their opinion of a brand solely based on their online reviews. With digital media taking over, small business owners need to keep close watch over the reputation of their company. Bad reviews happen, and knowing how to handle them can lessen their impact and even present an [opportunity for growth](https://www.quikstonecapital.com/merchant-cash-advance-blog/5-growth-strategies-for-small-business). It is easy to get upset when someone has talked negatively about your life’s work, but your focus needs to be on the future of your business. Here we’ve outlined some key things to consider when handling your online reviews. ### Respond In A Timely Manner The first step in this is to respond. Many business owners leave negative reviews lingering online without making an attempt at damage control. The time to begin crafting a response to a negative review is upon its inception. This stops what could be a long thread of negativity. While you do want to carefully consider your response, you don’t want a bad review sitting long enough to affect future business. Engage with the customer as soon as you’ve decided how you would like to approach the situation. Having a set of guidelines to follow will help reduce your response time and increase the effectiveness of your reply. ### Show Empathy Show understanding towards the customer and ask for further details if their issue is unclear. Communicate to them that your intension is to come to a reasonable resolution. Be careful with your words as review sites are public forums and you have your brand’s image to consider. Stay calm and collected and consider the customer’s feelings about the issue. Handle every review situation with the [customer experience](https://www.quikstonecapital.com/merchant-cash-advance-blog/7-ways-your-small-business-can-improve-the-customer-experience) in mind. A negative review gives you a chance to shine and can turn positive very quickly if handled properly. ### Provide Refunds When Necessary ![How Small Businesses Should Handle Bad Online Reviews](https://www.quikstonecapital.com/hs-fs/hubfs/dollar-2584988_640.png?width=299&name=dollar-2584988_640.png "How Small Businesses Should Handle Bad Online Reviews")In many cases the best thing to do is offer a refund or discount on future services. Most small business owners will tell you that they rarely regret giving a refund and consider it a necessary practice for maintaining a positive brand image. Often times a refund can result in a customer changing their tune and providing a positive review. If offered promptly, refunds can diffuse situations before the bad review becomes damaging to your business. ### Encourage Brand Evangelism One way to counteract negative reviews is with a slough of positive ones. Encourage your [loyal customers](https://www.quikstonecapital.com/merchant-cash-advance-blog/loyal-customers-are-the-life-blood-of-small-business-0) to review your company online. If you have a customer rewards program, you could include a perk for publishing to review sites. Ask that they be upfront and honest about their experience with your company. If your positive reviews far outweigh your negative ones, you can call that a win for your online reputation. ### Learn From Them Online reviews can give you great insights on ways to improve your business or potential problems that you may be unaware of. Both positive and negative reviews should be taken seriously as they can be very educational. The aim of your business is to bring in and keep customers. Listening to what they have to say about your product or service can help you better meet their wants and needs. [Quikstone Capital Solutions](https://www.quikstonecapital.com/) has been providing small business owners with merchant cash advances to stabilize and improve their companies for more than 10 years. If you are in need of a cash to cover unexpected costs, or if you’re looking to make long overdue improvements, a merchant cash advance could be right for you. With the ability to quickly qualify and get your money in a timely fashion, there is no more convenient option. **Would you like more information on how to grow your small business?** **Click below to Download our Free Small Business Investment Guide**[![Small Business Investments](https://no-cache.hubspot.com/cta/default/311686/cf2ca241-18f6-477f-be5c-d0737188562f.png)](https://cta-redirect.hubspot.com/cta/redirect/311686/cf2ca241-18f6-477f-be5c-d0737188562f) Topics: [Small Business](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/small-business) #### Category/Topic - [Small Business (268)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/small-business) - [Restaurant (255)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/restaurant) - [Growing Your Business (191)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/growing-your-business) - [Funding Your Business (147)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/funding-your-business) - [Holiday (110)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/holiday) - [Merchant Cash Advance (93)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/merchant-cash-advance) - [Retail (70)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/retail) - [Business Cash Advance (59)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/business-cash-advance) - [Bakery (52)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/bakery) - [Specialty Retail (52)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/specialty-retail) - [Catering (49)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/catering) - [Salon and Day Spa (46)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/salon-and-day-spa) - [Auto shops (41)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/auto-shops) - [Grow Your Business (33)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/grow-your-business) - [Liquor Store (31)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/liquor-store) - [Marketing (25)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/marketing) - [Ecommerce (21)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/ecommerce) - [About us (20)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/about-us) - [Mobile (11)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/mobile) - [Cash for Businesses (10)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/cash-for-businesses) - [Dental Office (9)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/dental-office) - [Coffee Shop (8)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/coffee-shop) - [Veterinary (5)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/veterinary) - [PCI compliance (3)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/pci-compliance) - [Pool Service (2)](https://www.quikstonecapital.com/merchant-cash-advance-blog/topic/pool-service) [See More](https://www.quikstonecapital.com/merchant-cash-advance-blog/how-small-businesses-should-handle-bad-online-reviews#) [![Alternative Funding](https://no-cache.hubspot.com/cta/default/311686/b9359813-7020-4f5e-828a-adacff883647.png)](https://cta-redirect.hubspot.com/cta/redirect/311686/b9359813-7020-4f5e-828a-adacff883647) [![Merchant Cash Advance](https://www.quikstonecapital.com/hs-fs/hubfs/_Website/Logos/Web-Combo-2.png?width=738&name=Web-Combo-2.png "Merchant Cash Advance")](https://www.quikstonecapital.com/) Quikstone Capital provides business loan alternatives to get your business the cash it needs to grow and prosper. 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