It makes sense: everything is fine and dandy until you receive that dreaded negative online review. There even seem to be phases to the way people respond to negative online reviews, including disbelief, rage, and blame.
Step 1. Ensure a Google review is genuine. Should your review be false, offensive or otherwise inappropriate, you can easily flag it for abuse and removal by the Google administrative team.
Step 2. Contact your local reviewer directly.
Step 3. Make sure your engagement with negative or bad reviews is public. While it may seem strange to draw attention to a review that focuses on the negatives, showing current and prospective consumers that you respond to these comments will discourage them from leaving without thinking carefully first. It will also show that you take customer satisfaction seriously! That way, whether the reviewer changes their feedback or not, you’ve addressed it in a positive way for your future reviewers to see.