When you need to respond to a negative Google review, do not type in the rush of service. Read the review twice. Check the diary, the ticket, the shift. If you do not know yet, say so, and give a way to reach you.
Guide · Google reviews
How to respond to negative Google reviews
A 1-star or 2-star review is the one you want to answer, and the one that is easiest to get wrong. This is the sequence: wait, name the problem, take it off the listing, do not argue.
Why it matters
The next customer often reads your reply more carefully than the original complaint. A calm, specific answer shows someone is in charge. A long defence confirms the fight.
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