Negative comments on Google My Business can be disheartening, but it's important to remember that they are a normal part of doing business. By responding to negative comments in a professional and timely manner, you can show potential customers that you are committed to providing excellent customer service.

Here are a few tips on how to respond to negative comments on Google My Business:

• Acknowledge the customer's concerns. Let the customer know that you hear them and that you are taking their concerns seriously.

• Apologize for any inconvenience. Even if you don't agree with the customer's assessment of the situation, it's important to apologize for any inconvenience they may have experienced.

• Offer to take the conversation offline. If the issue is complex or sensitive, it may be best to take the conversation offline. Invite the customer to contact you via email or phone so that you can resolve the issue in a more private setting. 

• Don't get defensive. It's important to remain calm and professional, even if the customer is being rude or unreasonable. Getting defensive will only make the situation worse. 

• Follow up. Once you have resolved the issue, be sure to follow up with the customer to make sure that they are satisfied with the outcome. 

By following these tips, you can respond to negative comments on Google My Business in a way that is both professional and effective.

Additional tips:

• Be mindful of your tone. It can be difficult to convey tone in written communication, so be careful not to come across as dismissive or uncaring.
• Be concise. People are more likely to read a short and to-the-point response than a long and rambling one.
• Be respectful. Even if the customer is being rude, it's important to maintain a respectful tone.
• Be positive. Focus on the solution, not the problem.
• Be patient. It may take some time to resolve the issue, so be patient with the customer.

By following these tips, you can turn a negative situation into a positive one.