What NOT to Do When Responding to Customer Reviews

We get it — receiving a negative review can feel personal, especially when you’ve worked hard to deliver great service. But how you respond publicly speaks volumes about your business. A poorly handled reply can escalate the situation, damage your reputation, or push potential customers away.

To help you avoid these missteps, here are six common mistakes rental businesses (and others!) should avoid when responding to customer reviews:

1. Don’t Ignore Reviews — Especially the Negative Ones

Silence can be interpreted as indifference. When a customer takes the time to leave feedback — good or bad — it deserves a response. Ignoring reviews not only misses the opportunity to resolve issues but also sends the message that customer voices don’t matter.

What to do instead: Acknowledge every review. A simple thank-you for positive feedback or a professional apology and offer to help for negative ones goes a long way.

2. Avoid Being Defensive or Dismissive

It’s natural to feel the urge to defend your business, especially if a review seems unfair. But reacting defensively can come across as unprofessional or even hostile.

What to do instead: Stay calm, professional, and empathetic. Acknowledge the customer's concerns and focus on solutions rather than justifications.

3. Never Argue with Customers in Public

Even if a review seems inaccurate or unreasonable, resist the temptation to argue or "prove a point" in your reply. Public disputes make your business look combative, not customer-focused.

What to do instead: Take the conversation offline. Offer a direct contact method and express your willingness to resolve the issue privately.

4. Don’t Use Generic, Copy-Paste Replies

Template responses may be efficient, but they feel impersonal and robotic. They can give the impression that your business doesn’t genuinely care.

What to do instead: Personalize your response by using the customer’s name and referencing specific points they mentioned. It shows you’ve actually read their feedback.

5. Avoid Sharing Personal or Sensitive Information

In an effort to clarify a situation, some businesses mistakenly include private customer details in their responses. This can violate privacy and lead to serious consequences.

What to do instead: Keep replies professional and general. If more detail is needed, invite the customer to contact you directly in private.

6. Don’t Use Responses to Promote Your Business

Review responses are not marketing posts. Pushing promotions or upselling products in response to feedback can seem opportunistic and tone-deaf — especially in the context of a complaint.

What to do instead: Focus on the customer’s experience. If appropriate, you can invite them back to try your service again, but always lead with care and sincerity, not sales.

Final Thought

Handling reviews — especially negative ones — requires tact, patience, and emotional intelligence. Every reply is an opportunity to showcase your professionalism, reinforce your brand values, and turn unhappy customers into loyal advocates.

Remember: It’s not just the reviewer who’s reading your response — it’s every future customer, too.