A customer who’s been coming to you for four years leaves a two-star review. The job was wrong, nobody apologised, and she says she won’t be back.
You’ve worked hard to get 5 Star Google Reviews, and this one stings because she has a point. She can still be won back. Reply in public within a day, call her, listen, fix the problem properly, and check in a week later. In our experience, customers whose complaint is handled quickly and fairly often end up more loyal than before.
We help clients with this at BuyReviews. Here’s the process, step by step.
Can an unhappy reviewer really become a loyal customer?
Often, yes. A customer who takes the time to complain still cares what happens. The ones you’ve truly lost tend to leave without a word.
A complaint also gives you something rare: a chance to show how you behave when things go wrong. Most customers never see that side of a business. The one who does, and likes what she sees, has a reason to trust you that other customers don’t.
What should you do first?
Post a short public reply. Future customers are reading, and the reviewer will see it too.
Thank you for telling us, [Name]. You’re right that we got this wrong, and I’m sorry no one apologised on the day. I’d like to put it right. I’ll call you today, or you can reach me directly on [phone number].
To post it, search your business name on Google, select Read reviews, find the review and select Reply. In our experience, replying within a day works better than waiting for the perfect wording.
How do you handle the phone call?
The call is where the relationship is saved or lost. Make it yourself, as the owner or manager, within 24 hours.
- Start with thanks: “Thanks for taking my call. I read your review and I’d like to understand what happened.”
- Let them tell the whole story without interrupting.
- Don’t defend or explain yet. Say back what you heard.
- Apologise for the specific thing that went wrong.
- Ask what would put it right for them.
- Agree on a fix and a date.
- Confirm it in a text or email straight after.
Step 5 surprises people. Customers often ask for less than you’d have offered, because what they wanted most was to be heard.
What counts as putting it right?
Whatever fixes the actual problem. Redo the job, replace the item, or refund the money. Be specific: “We’ll come back Thursday at 9am and redo the grout at no charge” beats “we’ll sort something out”.
Keep in mind that under Australian consumer law, a customer may be entitled to a repair, replacement or refund anyway when a service or product falls short. Doing it willingly and quickly is what turns an obligation into goodwill.
Then keep your word. A missed deadline on the fix is worse than the original mistake.
Can you offer something extra?
You can, as a gesture for the trouble. A small credit or a free extra on the redo is ordinary good service.
Be clear about one thing, to yourself and to the customer. The remedy is for the problem, not for the review. Never offer a refund, discount or gift in exchange for changing or deleting a review. Google bans that, and customers can tell when they’re being bought.
We’d go as far as saying it out loud: “This isn’t about the review. I want to fix it.”
What happens to the review?
That’s up to the customer. Google says customers can update their review after reading your reply, and some do once the problem is solved.
Don’t push for it. A pressured edit can undo everything you’ve rebuilt. What you can do is update your own reply once the fix is done, with a line like “We’ve since returned and redone the work, and we’re glad it’s sorted.” That shows future readers how the story ended.
How do you keep them after the fix?
Follow up. A week after the remedy, send a short message or make a quick call: “I wanted to check the repair is holding up and you’re happy with it.”
Hardly any business does this, and it’s often what the customer remembers. Add a note to their record so whoever serves them next knows the history. When they come back, greet them by name and make sure the visit goes smoothly.
When isn’t it worth trying?
Sometimes it isn’t. If the reviewer was never a customer, don’t try to win them over. Select the three dots next to the review and choose Report review. That’s the right way to remove fake Google reviews.
If someone is abusive to your staff, or demands far more than the problem warrants, stay polite, offer what’s fair and stop there. You’re aiming to treat people well, not to give in to anything.
How do you stop the same complaint coming back?
Write each complaint down with its cause. If “nobody called me back” appears three times in a year, you have a process problem to fix.
Then make sure fair complaints sit among plenty of honest praise. Google says a mix of positive and negative feedback often feels more trustworthy, so you don’t need a spotless profile.
- On a computer, open your Business Profile, select Read reviews, then Get more reviews, then Copy. Google provides the link, so there’s no need for a Google review link generator.
- Ask every customer in person on the day you finish their job.
- Text the link within the hour, or send a short review request email template.
- Send one reminder a week later.
BuyReviews can run that routine. You share your customer list, we send the requests and reminders, and your customers write their own words. It’s how we help clients get Google reviews steadily and improve Google reviews over time. Knowing how to respond to negative Google reviews, and following through, is the human side of online reputation management in Australia.
Frequently asked questions
How do you win back an unhappy customer after a bad review?
Reply publicly within a day, then call them. Listen without defending yourself, agree on a specific fix with a date, and do it. Follow up a week later to check they’re satisfied. In our experience, customers whose complaint is handled quickly and fairly often become more loyal than those who never had a problem.
Should I offer a refund to someone who left a bad review?
If the complaint is fair, yes, offer whatever puts it right, which may be a refund, a redo or a replacement. Do it because it’s owed, not to buy a better review. Never make the remedy depend on the customer changing or deleting what they wrote. Google bans that, and customers resent it.
Can I ask a customer to update their review after I fix the problem?
You can let them know it’s possible and leave it with them. Google says customers can update a review after reading your reply. Don’t press, and don’t offer anything in return. If they’re happy with how you handled it, some will update it unprompted, and a pushed edit can undo the goodwill.
What if the customer won’t answer my calls?
Try twice by phone, then send one short email or text with your direct number and an offer to fix the problem. After that, leave it. Your public reply already shows future customers you tried. Some people don’t want further contact, and chasing them can make things worse.
Is every unhappy reviewer worth winning back?
No. Put the effort into real customers with real complaints. If the reviewer was never a customer, report the review to Google. If someone is abusive or demands far more than the problem warrants, stay polite, offer what’s fair, and stop there. You can’t win everyone back, and you don’t need to.
What should you do next?
Find your most recent negative review from a real customer. Post a reply today, and make the call tomorrow morning.
Then let your satisfied customers speak too. Send BuyReviews your customer list and we’ll help you get Google reviews that show the business you really run.