--- title: Chicagoland SIA » Responding to negative customer reviews description: Have you ever experienced a negative customer review? Here is a little advice that may help you address any that come your way. image: https://benefits.chicagolandsia.com/hubfs/Imported_Blog_Media/569541_M-2-1.jpg --- [Skip to content](https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/responding-to-negative-customer-reviews#main-content) [facebook-f icon](https://www.facebook.com/chicagolandsia/) [linkedin-in icon](https://www.linkedin.com/company/chicagoland-sia/) [Twitter icon](https://twitter.com/ChicagolandSia) [youtube icon](https://www.youtube.com/channel/UCjdqbj5lRfSQnvjjGVdrVPg) [![CSIAlogo-2-2](https://benefits.chicagolandsia.com/hs-fs/hubfs/CSIAlogo-2-2.png?width=200&height=118&name=CSIAlogo-2-2.png)](https://benefits.chicagolandsia.com/) - [Learn More](https://benefits.chicagolandsia.com/learn-more) - [Benefits](https://benefits.chicagolandsia.com/member-benefits) Show submenu for Benefits - [Market Access](https://benefits.chicagolandsia.com/access-to-markets) - [Increased Income](https://benefits.chicagolandsia.com/increased-income) - [Training and Learning](https://benefits.chicagolandsia.com/training-and-education) - [Agency Growth and Development](https://benefits.chicagolandsia.com/agency-development) - [Digital Strategy](https://benefits.chicagolandsia.com/digital-marketing-and-strategy-consultation) - [About Us](https://benefits.chicagolandsia.com/about-us) - [Resources](https://benefits.chicagolandsia.com/resources) Show submenu for Resources - [Blog](https://benefits.chicagolandsia.com/chicagoland-sia-blog) - [Video Series](https://benefits.chicagolandsia.com/beyond-the-dec-page-video-series) - [Podcast](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast) - [Free Downloadable Guides](https://benefits.chicagolandsia.com/free-digital-content-strategy) - [Press Releases](https://benefits.chicagolandsia.com/press-release) - [Our Team](https://benefits.chicagolandsia.com/our-team) - [Make a Payment](https://chicagolandsia.appliedpay.com/) Open main navigation Close main navigation - [Learn More](https://benefits.chicagolandsia.com/learn-more) - [Benefits](https://benefits.chicagolandsia.com/member-benefits) Show submenu for Benefits - [Market Access](https://benefits.chicagolandsia.com/access-to-markets) - [Increased Income](https://benefits.chicagolandsia.com/increased-income) - [Training and Learning](https://benefits.chicagolandsia.com/training-and-education) - [Agency Growth and Development](https://benefits.chicagolandsia.com/agency-development) - [Digital Strategy](https://benefits.chicagolandsia.com/digital-marketing-and-strategy-consultation) - [About Us](https://benefits.chicagolandsia.com/about-us) - [Resources](https://benefits.chicagolandsia.com/resources) Show submenu for Resources - [Blog](https://benefits.chicagolandsia.com/chicagoland-sia-blog) - [Video Series](https://benefits.chicagolandsia.com/beyond-the-dec-page-video-series) - [Podcast](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast) - [Free Downloadable Guides](https://benefits.chicagolandsia.com/free-digital-content-strategy) - [Press Releases](https://benefits.chicagolandsia.com/press-release) - [Our Team](https://benefits.chicagolandsia.com/our-team) - [Make a Payment](https://chicagolandsia.appliedpay.com/) Oct 16, 2019, 12:00:00 AM # Responding to negative customer reviews [Chicagoland SIA](https://benefits.chicagolandsia.com/chicagoland-sia-blog/author/chicagoland-sia) Share: [facebook-f icon](http://www.facebook.com/share.php?u=https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/responding-to-negative-customer-reviews) [linkedin-in icon](http://www.linkedin.com/shareArticle?mini=true&url=https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/responding-to-negative-customer-reviews) [Twitter icon](https://twitter.com/intent/tweet?url=https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/responding-to-negative-customer-reviews) [pinterest-p icon](http://pinterest.com/pin/create/link/?url=https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/responding-to-negative-customer-reviews) [envelope icon](mailto:?body=https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/responding-to-negative-customer-reviews) Does your insurance agency have an online presence? Perhaps you have a website such as a Facebook, LinkedIn or another social media page. Maybe you’re listed on a review website like Yelp. An online presence can be a great way to attract new prospects. However, there is the potential for unsatisfied customers to post a negative agency review on an online social media page or business listing. Protecting your online reputation is important to your agency’s success. Responding to a negative customer review online can be tricky. Ignoring a negative review or comment can make it look like you have something to hide. You will want to acknowledge any customer concerns left in a review while taking care to avoid any comments that can be interpreted as negative toward the customer. You will want to make your response as brief as possible while taking time to address the customer’s concerns. Your reply should contain an acknowledgement, an apology and an offer to discuss the experience. Try to avoid including your agency name in your response to keep the negative review from showing up in your agency’s search results. Even if a complaint is not valid, you should apologize that the customer had a negative experience. If possible, take the conversation offline. Offer a name and phone number/email for the customer to contact you to discuss the situation. In time, what the customer will remember most is that you were willing to address his concerns. Staying in touch with your customers is critical to your agency’s success and growth potential. This includes maintaining a positive online presence and responding to customer concerns in a timely manner. Customer feedback is an important way you can identify and correct any customer service problems and maintain a positive relationship with your customer base. [Agency Management](https://benefits.chicagolandsia.com/chicagoland-sia-blog/tag/agency-management), [Marketing](https://benefits.chicagolandsia.com/chicagoland-sia-blog/tag/marketing), [Agency Development](https://benefits.chicagolandsia.com/chicagoland-sia-blog/tag/agency-development) ## Related posts [![](https://benefits.chicagolandsia.com/hs-fs/hubfs/Imported_Blog_Media/87067714_M.jpg?height=200&name=87067714_M.jpg)](https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/simple-ways-to-boost-your-agencys-facebook-reach) [Marketing](https://benefits.chicagolandsia.com/chicagoland-sia-blog/tag/marketing), [Agency Development](https://benefits.chicagolandsia.com/chicagoland-sia-blog/tag/agency-development), [Digital Strategy](https://benefits.chicagolandsia.com/chicagoland-sia-blog/tag/digital-strategy) ## [Simple ways to boost your agency's Facebook reach](https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/simple-ways-to-boost-your-agencys-facebook-reach) [Chicagoland SIA](https://benefits.chicagolandsia.com/chicagoland-sia-blog/author/chicagoland-sia) Apr 15, 2020, 12:00:00 AM Most businesses know Facebook is constantly tweaking its algorithm. This presents a challenge to... [Read more](https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/simple-ways-to-boost-your-agencys-facebook-reach) [![](https://benefits.chicagolandsia.com/hs-fs/hubfs/Imported_Blog_Media/45884558_M-1.jpg?height=200&name=45884558_M-1.jpg)](https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/are-your-employees-putting-your-agency-at-risk-for-a-cyber-attack-2) [Agency Management](https://benefits.chicagolandsia.com/chicagoland-sia-blog/tag/agency-management), [Cyber Secruity](https://benefits.chicagolandsia.com/chicagoland-sia-blog/tag/cyber-secruity) ## [Are your employees putting your agency at risk for a cyber attack?](https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/are-your-employees-putting-your-agency-at-risk-for-a-cyber-attack-2) [Chicagoland SIA](https://benefits.chicagolandsia.com/chicagoland-sia-blog/author/chicagoland-sia) Jan 5, 2022, 12:00:00 AM [Read more](https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/are-your-employees-putting-your-agency-at-risk-for-a-cyber-attack-2) [![](https://benefits.chicagolandsia.com/hs-fs/hubfs/Imported_Blog_Media/32761081_M.jpg?height=200&name=32761081_M.jpg)](https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/do-you-need-to-improve-your-listening-skills) [Agency Management](https://benefits.chicagolandsia.com/chicagoland-sia-blog/tag/agency-management), [Agency Development](https://benefits.chicagolandsia.com/chicagoland-sia-blog/tag/agency-development) ## [Do you need to improve your listening skills?](https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/do-you-need-to-improve-your-listening-skills) [Chicagoland SIA](https://benefits.chicagolandsia.com/chicagoland-sia-blog/author/chicagoland-sia) Oct 21, 2020, 12:00:00 AM How would you rate your listening skills? Listening to your clients — truly listening to what they... [Read more](https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/do-you-need-to-improve-your-listening-skills) [facebook-f icon](https://www.facebook.com/chicagolandsia/) [linkedin-in icon](https://www.linkedin.com/company/chicagoland-sia/) [X Twitter icon](https://x.com/ChicagolandSia) --- [![CSIAlogo-2-2](https://benefits.chicagolandsia.com/hs-fs/hubfs/CSIAlogo-2-2.png?width=200&height=118&name=CSIAlogo-2-2.png "CSIAlogo-2-2")](https://benefits.chicagolandsia.com/) 240 S. Westmore Meyers Road, Lombard IL 60148 Copyright © 2026, Chicagoland SIA, LLC ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Chicagoland SIA", "url" : "https://benefits.chicagolandsia.com/chicagoland-sia-blog/author/chicagoland-sia" }, "dateModified" : "2022-08-24T15:54:44.017Z", "datePublished" : "2019-10-16T05:00:00.000Z", "headline" : "Chicagoland SIA » Responding to negative customer reviews", "image" : [ "https://benefits.chicagolandsia.com/hubfs/Imported_Blog_Media/569541_M-2-1.jpg" ], "mainEntityOfPage" : { "@id" : "https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/responding-to-negative-customer-reviews", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://benefits.chicagolandsia.com/hubfs/CSIAlogo.png" }, "name" : "Chicagoland SIA, LLC" } } ``` ```json { "@context" : "https://schema.org", "@id" : "https://benefits.chicagolandsia.com/#organization", "@type" : "Consortium", "address" : { "@type" : "PostalAddress", "addressCountry" : "US", "addressLocality" : "Lombard", "addressRegion" : "IL", "postalCode" : "60148", "streetAddress" : "240 S. 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