Bad Review Response Kit — Ten Situations and Escalation Triggers

Ten review situations, escalation triggers and the false-review process, for small businesses handling reviews on Google, Facebook and directories.

A bad review has landed and you're not sure how to respond. You have about ten minutes before you say something you can't take back. How do you respond to a bad review and, if you respond, what do you say? What if it's a fake review?

The 10-Minute Review Response Kit handles one review. This handles the next fifty.

It covers the situations the short version deliberately leaves out: the review that is provably false, the one that names a staff member, the one from someone who was never a customer, and the pattern of three bad reviews in a week that means something is actually wrong.

It also includes the six sentences that should never appear in a public reply, and why each one makes the situation worse. Written by a communications leader with 20+ years running these decisions in high-scrutiny environments.

What's included:

— Everything in the free decision kit

— Escalation triggers: when a review stops being a review and becomes a legal, safety or platform matter

— The false-review decision screen and the order of operations for reporting one

— The six sentences never to publish

— Platform notes: Google, Facebook, industry directories

— Owner-response wording for ten common situations, written to adapt

— A one-page internal log so the same review isn't handled twice, differently

Fifteen pages. A$29, yours to keep, 14-day refund if it isn't useful — no questions asked.

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