Reviews are a valuable tool, positive or negative. They teach us to take a candid look at ourselves and our business. Yes, there’s many people you can’t please and others that are complainers.
But there are also legitimate grievances. These are the ones that will help you build your business. As for the positive reviews, they are also valuable. Addressing them makes your patrons and clients feel appreciated.
Responding to the Positive Review:
Positive reviews hold a wealth of potential for your business. Remember that reviews are on a public platform. Use this as a stage. Put your best foot forward and allow any new and existing customers to see how you interact with people.
By addressing the positive reviews, people will soon notice that you’re the business that will make them feel like family.
An important point to remember is that people buy from those they like. They’re buying an interaction with you and not just a product or service.
Here are some guidelines on how to respond to positive reviews.
Respond in a timely manner. This is impressive. It means you’re on top of your game and aren’t taking positive reviews for granted.
Just like repeating someone’s name has a positive result; so does repeating the highlight of the positive review.
Take the time to offer something relevant to that customer’s preference. For example, if they were raving about a particular product or service and you’re now offering a special deal on it, then mention it. Not only will they be encouraged to purchase again, but those reading it may bite as well.
Give them a new possibility. If they’re excited about your brand then mention what they should try the next time they visit.
You can see now how valuable positive reviews can be to expand your business. If you’re stuck and unsure how to respond then use a review response service.
How to Respond to a Negative Review
Oftentimes the first reason someone complains is not the real reason. We learn in sales that a quick and polite response can tell you a lot. In fact, it tells a lot about your brand when future potential customers read the review.
Unless you pay big bucks each time someone leaves a negative review that feedback will be there forever.They say that action speaks louder than words. We say that inaction speaks even louder.
Here’s some good guidelines on how to respond to negative reviews.
Acknowledge the review right away. Never ignore a negative review. This tells future customers that if something goes wrong you won’t be there to resolve the issue.
Put yourself in their shoes. Empathize and apologize for the inconvenience. It doesn’t matter if you feel the company was not in the wrong.
Don’t go into details about the situation on the public platform. You don’t want them to lament any more negativity in public. Keep your response quick and simple but not dismissive. There’s a delicate balance there.
Be transparent, not autonomous. State your first name and title. We don’t ever suggest last names for your safety and security. Then provide your contact information and good time to reach out and discuss the issue further.
Treat the customer as you would in person. Make sure you rectify the situation thoroughly and the best of your ability. This will in-turn reflect well on your brand. Remember that word of mouth can make or break a business eventually. Being online does not mean you are safe from having to deal with customer recovery and retention.
Review responses are not to be taken lightly. That’s why a review response service is at your disposal if you feel like review responses are not in your realm of comfort.