Today’s Message: What to Do When You Get a Bad Review—and Deserve It?

Recently, one of my clients received a detailed, scathing one-star review on Google. After talking with my client and hearing their side, it became clear that the customer’s expectations were unrealistic. Together, we crafted a response that respectfully explained the situation without assigning blame.

But what if the negative review was deserved?

Here’s an example from my own experience. I was searching for help with an administrative law issue and found a promising law firm. I filled out their web form in detail and was pleased to receive a response:

Dear Mr. Pat Wright,
Thank you for contacting Simas and Associates. We are the premier law firm for health care professionals, administrative law, businesses, and employers. With over 30 years of experience, we can provide you with a tailored legal strategy.
Our Client Service Team would like to schedule a free 30-minute consultation with one of our attorneys. Please call us at your convenience. Our office is open Monday through Friday from 8:00 a.m. to 5:00 p.m.
We look forward to speaking with you.
Sincerely,
Simas & Associates, Ltd.

Excited to discuss my issue, I waited for the conversation—but it never happened. Instead, when I called, a receptionist informed me that they don’t handle my kind of case, which was clearly explained in my web form. Frustrated, I left them a one-star review.

Here’s why one-star reviews matter: they affect a business’s SEO, and Google is excellent at detecting authenticity. When all a company has is perfect five-star reviews, it can look suspicious. But when one-star reviews start stacking up, they’re a red flag for customers and search engines alike.

I believe in transparency and integrity. If I ever had a client who consistently deserved poor reviews, I would likely part ways. Just as businesses have to be accountable, so do we as marketers. Honest feedback helps all parties grow and thrive.