Can we handle negative feedback gracefully?

Absolutely. Heavy Duty CRM’s reputation management tools are designed to help you handle negative feedback intelligently and proactively. You can trigger workflows when a review comes in with a low rating—say, 1–2 stars—and automatically route those to your internal team before they go public. This allows for immediate, private resolution steps.

You can also set up a public display for all reviews—positive or negative—with automated responses to show transparency and responsiveness. This allows you to demonstrate accountability and reinforce credibility, especially when you respond promptly and constructively.

Inside the platform, you’ll be able to view, respond, and categorize feedback from one place—so nothing slips through the cracks while you’re running your shop. And this promotes a culture of continuous improvement and strong customer relationships.

By automating response workflows, you ensure that feedback is addressed promptly—whether it's a thank-you to a 5-star reviewer or an apology and solution for someone less satisfied. This delivers both efficiency and empathy, raising your shop’s reputation in the long run.

In short: HDA empowers you to turn negative feedback into a positive opportunity—showing customers, search engines, and prospects that you value transparency and great service.