A restaurant in Kigali got a one-star Google review: “Waited 45 minutes for food. Cold when it arrived. Never again.” The owner responded: “You were rude to our staff and your complaint is lies. Don’t come back.” That response has been screenshotted and shared hundreds of times. The original complaint did minor damage. The owner’s response did catastrophic damage.
The HEARD framework
Use this for every public complaint:
- H — Hear: Acknowledge the complaint. “Thank you for letting us know about your experience”
- E — Empathise: Show you understand. “Waiting 45 minutes for food is frustrating and not the standard we aim for”
- A — Apologise: Genuine apology. “I’m sorry your visit didn’t meet our usual standards”
- R — Resolve: Offer a solution. “I’d like to invite you back for a meal on us so we can show you what we’re really about”
- D — Diagnose: Take it private. “Could you contact me directly at [number] so I can look into exactly what happened?”
Response templates
For legitimate complaints
“Thank you for your feedback, [name]. We’re sorry your experience wasn’t up to our standards. We take this seriously and would like to make it right. Please contact us at [email/phone] so we can discuss this personally.”
For unfair or fake reviews
“We’re sorry to hear this. We don’t have a record matching your description, but we’d like to investigate. Could you contact us at [email/phone] with your booking details?”
Rules to live by
- Never argue publicly — future customers are watching how you handle criticism
- Respond within 24 hours — speed shows you care
- Don’t copy-paste generic responses — personalise each one. People can tell
- Take the conversation private — resolve details via phone or email, not in public comments
- Learn from patterns — if three people complain about slow service, you have a service problem, not a review problem
A well-handled complaint can actually increase trust. When potential customers see you responding thoughtfully and making things right, it shows you care about quality. The complaint becomes a demonstration of your character.
Monitor your reviews on Google, Facebook, and any directories where your business is listed. Set up Google Alerts for your business name so you never miss a mention.