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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

Bewilderingly perfect service: totally efficient, personal, friendly, professional, flexible, patient ... couldn't wish for better. If only everyone operated like this! And the product is way, way better than expected or even imagined: gorgeous tone, super-comfy, ergonomic ... a centrepiece and a delight. And we were difficult customers: quite exacting, changeable, with an awkward access to accommodate, but Highly Sprung worked round everything - including our ridiculously tight deadline - without an issue. And it was erected within 10 minutes (seriously). Could not be more highly recommended

Name: Jonathan Willis
Location: London W1

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