Customer reviews online are a reality nowadays and here are some tips on how to respond to them.
We asked reputation management expert Cormac Reynolds of VelSEOity how to respond to such reviews and he happily provided us with some info below
Tips For Positive Reviews
Thank The Customer:
Think of a positive online review as the equivalent of a compliment delivered face-to-face. Acknowledged the positive comment and thanking the reviewer for their thoughts is simply the polite thing to do. Express your gratitude for the customer’s business and also for taking the time to write a review. This small act can pay off big by earning you more customers in the future.
Every response is useful, but you’ll get even more value out of a response that was crafted specifically for the recipient than a generic one pasted into place. Customers can tell the difference! When possible, take the time to touch on specific points from the review you’re responding to. Customers will appreciate the personal touch according to Cormac Reynolds of Velseoity.
Encourage Repeat Business:
A positive review is a strong indicator that a customer loved your service or product. This is the perfect time to solicit further business! A review response is a useful place to mention new products if you have them. If not, just make sure the reviewer knows you’d love to do business with them again. A review response can serve as a good reason for a first-time customer to become a regular!
“Thanks for the great review, [Customer Name]! It was a pleasure to have you stay with us, and we’re glad you liked the pool! Next time you come, give our pina coladas a try: They’re the perfect poolside treat and we’d be happy to serve them right at your chair!”
Tips For Negative Reviews
Thank The Customer And Apologize:
Always look for the silver lining – even negative reviews have them. An unhappy customer who leaves a review is at least providing feedback you can use to change your practices and deliver a better customer experience. Thank the reviewer for giving you that feedback. Remember to apologize for providing an unsatisfactory experience.
Reviews and responses are public. This is not the place to argue with the customer or try to shift blame onto them.
Offer A Private Conversation:
Public reviews aren’t the place for a back-and-forth argument, but a negative review may leave you wanting more information. Give the reviewer your customer service contact information and ask them to get in touch privately.
Keep It Simple:
The longer your response, the greater the odds of accidentally making things worse. Stick to the absolute necessities and make your response quick and polite. The important thing is demonstrating your willingness to take responsibility and make improvements.
We’re very sorry your experience went poorly, [Customer Name]. Thank you for telling us about it; to make things right, we’d like to hear more. Could you please get in touch with us (by phone [555-555-5555] or by email [[email protected]]) so that we can do our best to resolve your issue.”
It can be challenging for a company to track, compile, and respond to customer reviewers if they’re receiving dozens or hundreds of them every week. Posting responses, in particular, can turn into a very time-consuming chore. An excellent way to stay on top of your online reputation across multiple sites is by using a software platform designed for the task. Review management will take up less of your team’s time with a good set of reputation tools. A good software platform can:
Help you manage reviews for a particular location or throughout your whole organization
Grow your business by helping you engage with customers in positive ways.