Online reviews play a key role in shaping public perceptions of your school. While positive feedback is encouraging, negative reviews can feel disheartening. The good news? How you respond (or choose not to) can make all the difference.
1. Assess Before You Act
Not every negative review requires a response. If it’s vague, untrue, or clearly an attempt to provoke a reaction, it may be best left alone. A defensive or argumentative reply can do more harm than the review itself.
2. Respond Professionally, Not Emotionally
If a response is warranted, keep it brief, polite, and constructive. Avoid being defensive, passive-aggressive, or argumentative. Instead, acknowledge the feedback and offer a way to resolve concerns offline. For example:
"Thank you for sharing your thoughts. We take all feedback seriously and would be happy to discuss this further. Please contact us at [school email/phone]."
3. Take the Conversation Offline
Engaging in a back-and-forth debate publicly can escalate the situation. Instead, encourage direct communication to better understand the issue and work towards a resolution.
4. Report Inappropriate Reviews
If a review is fake, offensive, or violates Google’s policies, you can report it for removal. However, Google only removes reviews that clearly breach its guidelines.
5. Encourage Positive Reviews
A handful of negative reviews won’t define your school if they are outweighed by positive ones. Encourage satisfied parents, students, and staff to share their experiences authentically.
Ultimately, handling reviews with professionalism and care reflects well on your school—sometimes, saying nothing is the best response, but when you do reply, ensure it reflects your school’s values. If you're unsure about how or whether to respond, feel free to contact us for advice after speaking with your Principal and their School Performance Leader.
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