Don't get caught up in just those (hopefully few) bad reviews.
A good or bad reputation can mean the difference between your business thriving and expanding, or closing your doors for good. In this digital age, your business’s reputation is controlled by consumers using online review platforms like Google, Yelp and Facebook to announce the quality of your business to the masses in a very public way. The good news is allows you as well prepared business owners to easily monitor and manage your online reputation, a power that can be put to good use by responding in a timely manner to the reviews your business receives.
While negative reviews often get this most attention, positive reviews are even more important! It’s important to respond to positive reviews to thank customers for taking the time to review your business and to encourage others to do the same.
With 92% of consumers reading reviews online, businesses can’t afford to sit on the sidelines. A strategically-effective response will help ensure that a happy first time customer becomes a regular, and 70% of complaining customers will come back if you resolve the complaint in their favor. The first step is engaging with them.
So, How should you respond to positive reviews?It’s simple. Thank the customer, name drop, promote and tell the customer what to do!
Give a personal thank you and be specific
Use the business name and keywords
Market, market, market...did we mention market?
Give your customer a subtle call to action
As you can see, there’s a lot of potential hidden in a positive review response. Instead of one advertisement to rule them all, each review is an opportunity to sell your business!
Believe it or not, the same premise applies to negative review response as it does to positive reviews. How you respond to a negative review impacts not only the reviewer, but all the sets of eyes that come afterward. Seeing a business handle a particularly challenging review online suggests that management is proud of their business, and willing to go the extra mile to maintain their reputation!
Make potential clients see the light with these four steps: apologize, promote, get offline, keep it simple.
How to respond to negative reviews
1. Apologize and sympathize
The first step towards fixing a problem is acknowledging that one occurred. Regardless of what happened, a simple apology and sympathy for your customer’s experience goes a long way.
So the famous crab cakes weren’t up to par the day this particular customer visited. If they’re what you are known for, why not reiterate that? “Our crab cakes are usually a hit, we’re sorry to hear that they weren’t up to par when you visited!”
3. Move the conversation offline
Don’t open a can of worms. Keep the lid on tight by offering the reviewer the chance to reach out via phone, email or both.
4. Keep it simple
Avoid specifics and don’t ask questions. Those conversations are much better served in a space away from the prying public.
One last pro tip: leave your business name, location and category out of this. You don’t want your negative reviews showing up in search!
Now that wasn’t so bad, was it? You can use software to pull in your reviews from all over the web so you can respond quickly. And if you don’t have time, seek out our Digital Agency services to do it for you. Not only do we guarantee expertise, we guarantee it in a hurry: we respond to reviews as soon as our software pulls them in!