Lesson 268 · 2 min
Handling a bad review
A calm, honest public reply to a one-star review can win over the next customer who reads it.
A one-star review on Google Maps or Shopee hurts, especially when you feel it is unfair. Future customers read the review and your reply together, so your reply matters more than the stars.
Paste the review into a chatbot along with what you know happened. Ask for a short reply that thanks the person, says sorry for their experience, mentions what you are changing if anything, and invites them to message you to sort it out.
Never argue in public, share the customer's order details, or post fake reviews to bury the bad one. Buying or writing fake reviews breaks platform rules and can get your page penalised.
Before you post, a person reads the draft. If the review points to a real problem, like slow service at lunchtime, fix it and say so. That is the reply that convinces readers.
Do it now
Reply to one review
- 1. Pick a recent low-star review of your shop.
- 2. Write two lines about what really happened.
- 3. Use the prompt below, edit the draft so it sounds like you, and post it.
Here is a low-star review of my [TYPE OF SHOP] on [PLATFORM]: [PASTE REVIEW]. What I know happened: [FACTS]. What I am changing: [CHANGE OR NONE]. Write a public reply under 70 words: thank them, apologise for their experience without blaming them, mention the change if there is one, and invite them to message us. No order details, no arguing.
Quick check
Keep going
Next →A simple website or menu with AIWords from this lesson
- Human in the loop
- Designing a process so a person reviews or approves the AI's work before it has real consequences.