Despite the care you dedicate to every customer, receiving a negative review can be a possibility. That is why we give each partner the chance to respond to these reviews, giving you the opportunity to turn a negative into a positive.
Before you leave any response to a review, there are always a few things to bear in mind:
- Carefully read what the customer is complaining about.
- Focus on the problem and the appropriate answer.
- Always consider who reads your answer, as it will be available for all to see.
The key point is to take it constructively — this is a big opportunity to improve if the feedback is valid, so it’s vital you approach it with positivity and an open mind.
A negative review can come as a surprise, but you can make the most of it: you have the chance to speak to your customers directly via the reviews and mediate any misunderstandings. Most importantly, having an active presence in the Treatwell community is the first step for building a loyal fan base.
*Please note you must never contact customers who have left an anonymous review directly using their customer details, even if you think you know who they are. You must respect the customer's wishes to remain anonymous so if you reply to rectify the situation, this must be done by replying to their review publicly.
If you’re ever unsure about how to respond, take a look at our Partner Community Guidelines for the do’s and don’t's of the Treatwell community.
Need further info about handling negative reviews? Head to the Treatwell Academy here to log in and watch our video.
Remember, if you want to take a look at all your reviews you simply need to head to the dashboard on Connect.