Negative reviews on sites like Trustpilot or Glassdoor can hurt a brand’s reputation, but handled well, they can also build trust:
Respond quickly and professionally: Thank the reviewer, acknowledge their issue, and explain how you’re addressing it. A polite, public reply shows transparency.
Take the conversation offline: Offer an email or phone contact to resolve the problem privately, then update the review thread once it’s resolved.
Look for patterns in feedback: Repeated complaints often highlight process gaps that you can fix internally to prevent future issues.
Encourage satisfied customers or employees to share genuine experiences: Balanced feedback makes your overall profile more authentic.
If managing online reviews feels overwhelming, many companies partner with reputation-management services. Followers Rich, for example, helps businesses improve their online credibility by guiding review strategies and strengthening positive brand perception on platforms like Trustpilot and Glassdoor.
