How to turn setbacks into comebacks.
Negative reviews are not the end of the world. In fact, a negative review can be one of the best things that ever happened to your reputation… if you handle it right.
When a customer complains, it means they still care enough to speak up. That’s not failure — that’s feedback. Invaluable feedback. And with the right system, it can become your most powerful credibility tool.
“Negative reviews don’t ruin reputations. Ignoring them does.”
They make your positive reviews more believable. A perfect 5.0 score looks suspicious. Remember, people want and trust “real and human” more than “flawless.”
They spotlight what needs fixing. Every critical comment is a free focus group in disguise.
They show future customers how you respond under pressure. Calm, professional responses build more confidence than silence ever could.
They give you a second chance. A sincere follow-up can turn a critic into a repeat customer or even an advocate.
“Perfection looks fake. Professionalism looks real.”
How we turn negative feedback into positive outcomes.
When someone starts a review in our Two Shakes Review App and gives a low rating, they’re automatically redirected to a private Customer Care page — not a public review site. They can explain their concern, vent freely, or even request a callback from your team. Meanwhile, you and your customer service department get an instant alert that someone needs attention.
You get a chance to fix the issue before it ever goes public.
The moment a customer submits their feedback, they receive a friendly “We Hear You” email acknowledging their concern. This simple act of empathy shows you’re listening — and buys time to make things right.
Once you’ve resolved the issue, you can kindly invite the customer to update or repost their experience. Many do. And those updates? They’re solid gold — authentic proof that you stand behind your service.
Sadly, it is possible to receive negative reviews that have nothing to do with your business. Shady competitors, disgruntled employees, entitled “influencers” and out-and-out trolls can post a review with the express purpose of damaging your business.
Adapted from ConsumerAffairs’ coverage of coordinated fake negative Google reviews.
Watch for sudden rating drops
A cluster of 1-star reviews appearing at once is a red flag.
Look at reviewer profiles
Fake reviewers often have no profile photo, few past reviews, or reviews scattered across unrelated industries and locations.
Check for copy-and-paste language
Repeated phrases or nearly identical wording across multiple reviews may indicate fraud.
Report suspicious reviews to Google
Use the “Report review” option directly in Google Maps; provide clear details explaining why it’s fake.
Keep records
Save screenshots of reviews and any related messages (emails, texts, WhatsApp) to document harassment or extortion attempts.
Avoid paying scammers
Payment rarely stops the attacks and can invite more.
Need help? Report scams to the FTC
The FTC accepts complaints about online scams at reportfraud.ftc.gov.
Pro Tip:
When you flag a review, include concrete reasons (timeline, mismatched details, lack of service history, identical wording across profiles) and attach your screenshots to speed up moderation decisions.
Rave Review Guru was built for moments like this. Our tools make sure you never miss a negative review, never let it go public unaddressed, and never lose a customer who’s just looking to be heard.
We combine AI-powered review management with human-first empathy — so even your bad moments can lead to good outcomes.
Don’t panic. Don’t delete. Don’t despair. Every business gets bad reviews. The smart ones have a system for turning them into opportunities.
You can’t stop every complaint — but you can control what happens next.
Rave Review Guru — where even bad reviews can lead to good outcomes.