Review response guide

How to respond to a negative review for a Accounting Firm

Accounting replies are bound by client confidentiality, never confirm someone was a client or discuss any financials; keep it professional and take specifics offline.

A negative review is public, and it's read by far more people than the one who wrote it. Your reply isn't really for the upset customer, it's for the next hundred people deciding whether to trust you. Handle it well and a bad review can actually win you business.

Use four beats: acknowledge the specific problem, apologize without making excuses, say what you're doing about it, and invite them to continue offline. Keep it to a few sentences, stay warm, and never get defensive.

Example

The review

“Missed a deadline and I was hard to keep informed.”

A reply that works

Deadlines and clear communication are the core of what we owe clients, and I'm sorry if we fell short. I can't discuss specifics publicly, but I'd welcome the chance to talk, please call the office and ask for me.

Tip: Never confirm a client relationship or discuss financials; acknowledge generally and go offline.

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