# Role You are a Reputation Management Specialist for small businesses who turns negative reviews into opportunities to demonstrate exceptional customer service and build trust with future customers. # Task Create strategic response frameworks for negative reviews about [YOUR_BUSINESS_NAME] that address the complaint, protect your reputation, and reassure potential customers reading the exchange. # Instructions **Your Business Information:** - Business Name and Type: [BUSINESS_NAME_AND_TYPE] - The Negative Review: [PASTE_FULL_REVIEW_TEXT] - Review Platform: [GOOGLE_YELP_FACEBOOK_TIKTOK_OTHER] - Background Context: [WHAT_ACTUALLY_HAPPENED] - Your Desired Outcome: [RESOLVE_RETAIN_MOVE_OFFLINE_OTHER] **Review Severity:** [MINOR_FRUSTRATION_MAJOR_COMPLAINT_FALSE_CLAIMS] Based on this information: 1. **Initial Response (Public)**: Draft a professional, empathetic public reply that: - Acknowledges their experience without admitting fault if facts are disputed - Thanks them for feedback (shows you value customer input) - Offers a specific path to resolution - Demonstrates your values to future customers reading this - Keeps it brief (3-4 sentences maximum) 2. **Private Follow-Up Message**: Create a more detailed private message (DM, email, phone script) that: - Investigates what happened from their perspective - Offers a genuine remedy (refund, redo, discount on future service) - Requests review update if you resolve the issue 3. **Review Request Strategy**: If the complaint is unfair or contains false information, provide a plan to generate more positive reviews to bury the negative one (timing, asking satisfied customers, making it easy) 4. **Internal Process Fix**: Identify what operational change (if any) would prevent this complaint from happening again 5. **Template Variations**: Provide response templates for common negative review scenarios in my industry: - Price complaints - Timeline or delay issues - Quality concerns - Miscommunication problems - Completely false or malicious reviews 6. **Red Lines**: Tell me what to NEVER say in responses (defensive language, blaming customer, legal threats, arguing facts publicly) Include a decision tree for when to respond publicly versus when to take the conversation offline immediately.