Online reviews are critical to the success of any modern business. Ninety-three percent of consumers say that customer reviews impact their buying decisions. If you’re looking to boost sales, start by paying more attention to the reviews you’re receiving online.
Keep reading to learn how to respond to reviews to boost your reputation and your business.
How to Respond to Reviews That Are Good
Good reviews are your business’s best friend. Positive reviews for businesses will boost visibility and provide free marketing. The more good reviews you garner online, the more business you’ll gain.
You might think that five-star reviews are all the publicity you’ll need to gain more consumers. While getting glowing reviews is part of the process, engaging with them is important too. Not only will the reviewer appreciate your response, so will others who are considering using your business.
Responding helps you to engage in positive conversation about your services, brand, and your local community. This can generate buzz and boost visibility for your company.
First, thank the customer for their review and respond to something specific they said so they know you read what they wrote. Use your business name in your response and toss in a little subtle marketing while you’re at it.
For example:
John, thank you so much for taking time out of your day to tell us about your experience at [business name].
You’re right – Samantha makes a lovely latte, we’re so lucky to have her. Did you know we now offer coffee loyalty cards? Be sure to get yours punched on your next visit!
How to Respond to Reviews That Are Bad
Responding to negative reviews is even more essential than commenting on your positive reviews. When you respond to a negative review, you’re not only talking to the person who left it. You’re leaving a response to everyone who is going to read it, including potential customers.
Responding gives you a chance to makes things right for this customer. It shows future customers that you’re responsive to feedback and that you want to make things right.
Begin your response with an honest apology and be transparent about your mistake. Empathize with their situation, rephrase their concern, and provide possible solutions. Try to move the conversation offline to a space where you can speak one-on-one with your customer.
For example:
Thank you for taking the time to write a review about your experience, John. I’m so sorry to hear that your meal didn’t live up to your expectations. Your experience does not come anywhere near our usual standards of service.
We’re planning a coaching session with our staff to share your feedback and so we can improve upon our service. Please phone me at XXX-XXX-XXXX so we can discuss this further. I’d love to offer you a voucher for your next visit to [business name] so we have a chance to make things right.
Be Responsive for Business Success
Now that you know how to respond to reviews, start doing so as soon as possible. Your current and potential customers will love seeing your engagement with your reviewers.
Keep perusing our blog for more business success tips.
