How Should I Respond to Positive and Negative Reviews?
How Should I Respond to Positive and Negative Reviews?
Getting online customer reviews (positive or negative) on Google & Yelp has become one of the most important ways to market your business. Consumers depend on these reviews to discover great companies, products, services, and brands. That's why companies need to learn how to respond to positive & negative customer feedback.
Surprising facts why online reviews are essential to the success of a local business
- According to 93% of consumers, online reviews impact their purchasing decisions
- 94% of people say that a bad review has convinced them to avoid the brand and browse others
- 63% of people say that brands never respond to their feedback
- 45% of consumers respond to bad reviews
These numbers are enough to prove why you should respond to good & bad feedback. It will also help you leverage your online reputation to grow your business. Now, it's time to know how to respond to both negative and positive reviews.
Let's first start with positive thoughts:
How to Respond to Positive Reviews
Here are some things you should keep in mind when responding to positive reviews for maximum impact:
1 - Thank the Reviewer
Ensure always to thank the reviewer first & foremost so that they don't think their act is unnoticed. Then, please show your appreciation and make it personal—reference specific things they declared, such as agreeing to offer one of the stellar employees.
2 - Keep It Short
Nobody prefers to read lengthy responses. So, keep it brief and crisp. Do your valuable customers favor and keep your message short but impactful.
3 - Invite Them To Take Action
Ask your customers to return and use your other services. Here are some examples you can use when responding to positive reviews:
- Next time you're here, you should try these services
- Hope to see you again (soon), with your friends!
This step is a great way to personalize your response. As you know that customers have already had a great experience with the business, they will be more receptive to a personal CTA (Call To Action).
How to Respond to Negative Reviews?
1 - Acknowledge the Issue
Even if you think the customer is wrong, it's essential to acknowledge the issue in many scenarios. For example, start your response with something like this:
"Thank you for writing your reviews and informing us about this problem."
Make sure you thank your customer for bringing the situation to your attention!
2 - Show Empathy and Understanding
When you get a negative review about your product or company from consumers, you need to show empathy and understanding. So, as you write your message, sympathize with the author and imagine yourself on your worst day. It will help you feel compassion for them and prevent you from getting excessively defensive or emotional about the situation.
3 - Respond quickly
One of the biggest issues companies face is failing to respond to bad feedback quickly. And it's understandable. But as soon as you get a negative review, set 5 minutes aside to identify and resolve it. If you put it off too long, it will make your apology come off as fake.
By following these tips, you will respond to your customers' negative and positive reviews. It not only leaves your customers impressed but also attracts new customers.
Get in touch with Tommy House Studios for better review management solutions!
At Tommy House Studios, we will give your business a unique identity by providing reputation and review management services. In addition, we are the huge promoter of leveraging social proof to enhance conversion rates. With positive action notification popups, you can show your website's visitors or sign up to your mailing list when making a purchase.
