Negative reviews happen — even to the best businesses. What matters is how you handle them. In part two of The Digital Reputation Series: Trust-Building in Chelmsford, Tim Rothwell walks you through a step-by-step approach to responding to negative feedback in a way that preserves your brand, restores trust, and even helps you stand out from competitors.

You’ll learn how Chelmsford business owners can turn tough public comments into opportunities for connection, reputation-building, and service recovery — without sounding defensive, robotic, or apologetic when it’s not needed. This episode gives you the exact tone, structure, and timing to respond like a pro and come out stronger.

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