Despite your best efforts, a customer may have a negative experience with your business. While you can’t please everybody, you can do your best to resolve the situation.
When you respond appropriately to negative reviews, it shows customers that you care about their feedback. It demonstrates that you value the customer experience, and you’re always working toward improving it. Those who read your response will see that your business sees the value in righting wrongs.
And who knows? After reading your response or speaking with you directly, that customer might decide to alter their initial review.