Examples of How to Respond to Reviews
As a business owner, you likely already know you have to respond to reviews – good and bad – but what you may not know is HOW? Well, we have you covered with these examples that show you the best way to handle both positive and negative reviews online.
Responding to a Positive Review
Step 1: Thank the customer for the review and be specific
Behind every review is a real person: never forget that. And everyone wants to be acknowledged even if they’re the ones positively acknowledging YOU. Respond with something specific, such as: “Thanks for leaving a review for us and mentioning our bar tender Sherri. You’re right – she is super friendly!”
Step 2: Use the business name and keywords in your response
By using the business name, category and location in your response, you’re actually helping the positive review to appear in search results. “The team here at [Business Name] always loves to hear positive feedback from our customers, and we’re proud to be one of the cleanest gyms in town!”
Step 3: Add some marketing to your response
Because your reply is public and will be seen by many others, why not include a bit of strategic marketing into the mix? You can mention a behind-the-scenes tidbit of how your business operates, showcase a new feature or build up a promotion. “Did you know we give out free coffee cards that offer a free cup of joe after you buy six?”
Step 4: Invite the customer to take action
Ask the customer to try you out again, sign up for a free promo, check out a related service or spread the word to their friends. “Next time you visit, you should try the [insert product here]!” “We look forward to seeing you again soon…why not bring a friend?”
Responding to a Negative Review
Step 1: Apologize and sympathize
Acknowledge the customer’s concerns – however unfounded they may be. Display sympathy for their bad experience. “I’m sorry to hear you had a negative experience with us.”
Step 2: Insert some marketing
Explain a more typical customer experience, such as “We’re normally known for our top-notch attention to detail, and we regret that we didn’t live up to your expectations.”
Step 3: Take the conversation offline
Provide contact info so they can discuss the problem in person or over the phone. “My name is [name] and I am the [Owner / Manager]. If you’d like to discuss this matter further, please contact me at [phone number / email].”
Step 4: Keep your response simple and short
Avoid going into too much detail or asking any questions. You don’t want to say something that will upset the customer fuarther and add to the negative feedback. Three sentences for your reply is perfect.
Contact Boost Reviews
It’s important to respond positively to any kind of review. Maintaining your online reputation is as easy as contacting Boost Reviews to start collecting five-star reviews!