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Episode #121

How to Handle Negative Online Reviews

Now Streaming!


Guest: Ariela Ruiz
Company: Rival Digital

On this episode we are joined by our marketing intern, Ariela Ruiz. She is a senior at Texas Christian University (TCU) and has been with us since around June.

Ariela and Eric talk about the proper way to respond to negative reviews and the steps that come along with that. Ariela puts an emphasis on making customers feel heard and to personalize the response back to them.

Her step to respond to negative reviews are as follows:

1. Acknowledge in a timely manner, show urgency.

2. Contact the customer privately.

3. Provide a solution. Lead with the positive.

4. Follow up with the customer.

It shouldn't hurt to ask for reviews if you know you provide a quality product or service. Share on X

The Smart HVAC Marketing podcast was created by Rival Digital to help residential HVAC contractors and is now streaming on all major platforms. Follow along for ways to improve your marketing and grow your business as we continue interviewing more industry experts.

We do not own the rights to the songs in this episode. Should we need to remove it from the audio, contact us directly at

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