Disputed facts.
THE TEMPTATION
To correct the record publicly and in detail.
WHY THAT FAILS
Readers do not know who is right.
They judge tone. A lengthy rebuttal reads badly regardless of the facts.
WHAT TO DO INSTEAD
State your position briefly and factually Do not accuse Invite direct contact
AN EXAMPLE
"Our record shows the work was completed on the agreed date and the additional items were quoted separately. Please contact me directly and I will go through it with you."
WHAT THAT ACHIEVES
Corrects the record Sounds reasonable Moves the conversation off the public page
WHAT NOT TO WRITE
"This is completely false" A point-by-point rebuttal Anything sarcastic
WHAT TO DO ALONGSIDE
Contact the customer directly.
Frequently the review is amended once the matter is resolved.
WHAT NOT TO EXPECT
That it will be removed.
WHAT PROTECTS YOU
Enough genuine reviews that one outlier does not dominate.
