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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

Complete waste of money. Wanted a passport pic, paid £21 so I could have a digital copy and re-use it on other forms. The result was absolutely appalling. The lighting was inadequate so the picture was full of shadows (and red eye) that had to be edited out in order to be compliant with passport regulations. However, still had dark shadows on my face and my blonde hair looks almost black. The photographer also very badly edited out every stray wisp of hair so it looks very masculine and fake. Incredibly disappointed with these terrible pictures and ended up re-doing them in a photo booth.

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