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Why respond?
At All In London we don't want business owners to feel helpless about negative reviews but at the same time we don't want to delete genuine comments from customers. In our experience the best way to ensure that the business's reputation is maintained is to openly respond to negative reviews, this can turn the situation around in your favour and show other users that you're not unreasonable and are dealing with it professionally.

Here is an example of a business that has replied to a user comment: response example. In this example the business manager shows a professional and rational approach that would only serve to give new customers more confidence in the business.

The review

The review in question

A very disappointing and poor performing franchise of the Snappy Snaps chain.
The previous day I had successfully had 3 beautiful A3 size photos printed at the Covent Garden store and wished only to repeat this at my local store here in Clapham. Not only was I surprised to learn the prints were £10 more expensive each, when printed they were the incorrect size, the colour calibration lost the sepia effect I'd created and not bothering to wear gloves they man handled the prints without bothering to avoid fingerprint marks.
Better to pay the tube fare into town than waste one's money on these careless amateurs.

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