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Tips on Responding to Negative Online Reviews

The Orlando Sentinel had an interesting article in the Saturday, April 25, 2020 Orlando Sentinel Local & State titled “Media pro offer tips by Amy Drew Thompson. 

First and foremost, if you are a Florida Bar Attorney and get a negative review, you may only say the following: A lawyer’s duty to keep client confidences has few exceptions and in an abundance of caution I do not feel at liberty to respond in a point by point fashion in this forum. Suffice it to say that I do not believe that this post presents a fair and accurate picture of the events. This response is in accordance with Florida Bar Rules of Conduct. 

If you are not regulated by the Florida Bar, The Orlando Sentinel article experts recommended to always respond but to take it private immediately to address anything negative. The positive comments are wonderful, so you can feel free to thank someone for a compliment. Experts recommend if someone complains directly, respond with courtesy, but only once. 

Experts say, as a business owner, you don’t want to get into a fray. The expert recommends that you invite the individual to message you in another form, such as by phone number, email address, manager’s name, something that will allow you to address their concern privately and make it right. And if they continue, the experts say if you have addressed the issue politely and with concern, you can let it go. In most cases, people simply want to be heard. Anything beyond that is more a reflection on the commentator than the business. 

They recommend, if necessary, apologizing. The apology must be sincere. It has to be genuine. If it comes across as being fabricated, as passing the buck, then it’s not going to have the result that you want. 

The expert’s opinion is that any reasonable person reading that is going to recognize that person is just trying to pick a fight. Most people will skip over it. They are going to see it for what it is worth.

If you have more questions regarding a Marital and Family Law or Guardianship matter, you may call Ann Marie Giordano Gilden at Ann Marie Giordano Gilden, P.A. at 407-732-7620 and set an initial consultation. You may also visit my website at: https//:www.AnnMarieGildenLaw.com

This article is for informational purposes only; and it does not form an attorney client privilege.