Free template · Public reviews · UK skin & aesthetic clinics
How to respond to a negative Google review
A public reply has two audiences — the reviewer, and every future client reading it later. Never confirm treatment details publicly, even to correct the record.
The reply that usually goes wrong
✕ Typical reply
"We're sorry you feel that way, but that's not what actually happened — you were told at the time that..."
✔ Leonoli reply
"Thank you for sharing this feedback, [Client]. We're sorry to hear your experience didn't meet expectations. Please contact us directly at [phone/email] so we can look into this properly."
Disputing facts publicly — even politely — reads as defensive to everyone watching. A controlled reply moves specifics to a private channel every time.
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