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Reach out to negative reviewers directly.
Not everyone recommends responding publicly to bad reviews. PacketTrap never responds online to negative reviews, because even doing that much tends to put the company in a defensive position, Goodman says. Instead the company contacts negative reviewers directly if it can find them, and tries to resolve the issue. “If it’s thoughtful, constructive feedback, we may offer an extension of a free trial or a free upgrade,” Goodman says.