In this article, we are going to cover how to respond to reviews
Respond to every review that you receive, both good and bad.
How to Respond to Reviews
This is fairly straightforward. You should be responding to every review that you receive.
This is something that Google encourages: “Interact with customers by responding to reviews that they leave about your business. Responding to reviews shows that you value your customers and the feedback that they leave about your business.”
I like to include this in my weekly Google My Business updates. Once a week, hop into wherever you are getting reviews (Google My Business, Yelp, Facebook, etc…) and give a quick response to each review.
How to respond to good reviews
Congrats! You just got a positive review. Make sure you go in and respond to it. Here are three ways you can do that:
1 – Short and Sweet – It can be as simple as a “Thank you!”
2 – Kind Thought – You can take it a notch up with something like, “Thank you so much for your kind words. We hope you enjoyed your…”
3 – Personal Touch – Lastly, you can really dive in and share a quick thought if appropriate: “We loved working with Ms. Smith. It was such a pleasure to walk with her as she purchased her first home. We can’t wait to see the many happy memories made there.”
I like one of the last two. I believe it is the little extra things like leaving a thoughtful reply that can really make a difference to your customers and can help separate you from your competitors.
How to respond to bad reviews
Every business will get a bad review now and then. We are not perfect people, so don’t sweat it. But, when you do get negative feedback, still go in and respond to the review. This can have a big impact on prospective customers and, you may be able to win favor back with whoever left the review.
Here is how to respond: “We apologize for the poor experience that you had [with our staff, at our restaurant, with our product, etc…]. We strive to make every customer experience great and we messed up. We’re going to send you a private message to see if we can make this up to you.”
Use something along those lines. Apologize (even if you were in the right) and make an effort to make it right to them. This could be offering a refund, giving some sort of discount, or some other way you can go above and beyond for them. Do this privately though, as you don’t know how they will respond. You want to take the conversation off of public forums as soon as possible.
If you are able to make it right with the customer, then you can:
- Follow back up and thank them for their business
- Let them know you are happy that you could help them
- Mention that reviews are an important part of your business and it would mean a lot if they could go and update their review.
It can be a bit of a process, but it will go a long way.
Think about how you would react if you left the bad review and the company went out of their way to try and make things right. It makes a difference.
Or, if you are reading reviews and you see that a company took the time to leave a thoughtful reply to every review they received. That just makes you feel better about the company and begins to build up trust in them.
Today’s SEO Task
Hop onto your reviews and leave at least one thoughtful response. And then, begin incorporating some time every week to respond to all of your reviews and any new ones that come in.
As always, feel free to post questions over on the Facebook group. (Hint, if you are having trouble with coming up with core services or what to call them, head over to the group, we can help 🙂 )
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