In the digital age, online customer reviews can be the savvy buyer’s best friend. But if you are a business owner, a negative review can sully your reputation and be the factor that drives a prospect into the open arms of your competitor. But if your agency has received a scathing review on sources like Google+ or Yelp, it doesn’t have to be the final nail in the coffin.

Listen to what the review has to say: This may seem like the “cop out” solution, but you and your staff should take a look at your agency and see if the comments had any merit to them. Don’t just write the customer off as angry or misinformed. If they bring up some fair points about your service or sales that could use some re-evaluation, try to implement some policies that address the issues.

Respond To Negative Reviews: Many review sites offer a way to contact the customers that have reviewed you. Reaching out to those individuals can be a good way to make up for any grievance you may have caused them. And if you feel that that particular customer was way out of bounds with their review, address their comments (after you’ve cooled down!) and give your side of the story. But be very careful with this option; you don’t want to appear combative. Make sure to get your response proofed by others at the agency.

Encourage other customers to leave reviews: Getting a handful of good reviews can work to dilute the negative one and give you a respectable average overall. We don’t recommend flat-out begging your clients for reviews, but a sign that reads “Check Us Out On Yelp” can let people know that you have a presence on the site. You can also ask new clients upon purchasing a policy or existing clients upon renewing policies to leave you a review. Be sure to treat every customer like they will write a review.

And if you’re completely out of options, there are some businesses that use their poor Yelp scores as a humorous way to attract attention!