How do you handle a negative online review from a member of a marginalized group?

• A. Delete the review.
• B. Respond promptly and empathetically, acknowledge impact, offer remedies, and take the conversation offline when appropriate.
• C. Respond disrespectfully to defend the brand.
• D. Ignore the feedback.

Answer: (B)

When addressing a negative online review from a member of a marginalized group, the best approach is to respond promptly and empathetically, acknowledge the impact, offer remedies, and take the conversation offline when appropriate. This stance shows you value the person’s experience, signals accountability, and focuses on concrete steps to make things right rather than defending the brand.

Why this approach works: a quick, compassionate reply demonstrates that you’re listening and you care about how your actions affect people, not just the bottom line. Acknowledging the impact validates the reviewer’s feelings and helps de-escalate tension. Offering remedies—whether it’s a correction, an apology, a refund, a policy change, or a follow-up to ensure the issue is resolved—shows you’re willing to fix what went wrong. Moving the conversation offline when appropriate preserves space for careful, nuanced discussion and helps prevent public back-and-forth that can inflame tensions.

Deleting the review tends to appear like you’re erasing concerns rather than addressing them, which can deepen mistrust. Responding disrespectfully damages credibility and signals a lack of respect for the reviewer and the broader community. Ignoring the feedback communicates indifference and can amplify backlash, harming both reputation and future engagement.