Negative reviews can be disheartening, to say the least. It’s a good time to review the situation and see if there is any room to improve your product or services. Next, it’s important to respond publicly to the reviewer—this shows that you care about your customers and business. Things to keep in mind when responding to reviews… Empathy! Apologize for their experience. Then quickly take the conversation out of the public view by inviting them to contact you further to resolve the issue.