When a Review Goes Wrong

The eight-page playbook for handling a negative review — what to do in the first hour, and what never to put in a public reply.

A bad review is a bad hour, not a verdict. This is the practical version: how to tell which of the five kinds you are looking at, the recovery call that resolves most of them before they ever reach Google, and the replies you can post without confirming that the reviewer is your patient — the confirmation that has cost practices five-figure federal settlements.