Responding To Reviews Is Crucial — Positive Or Negative

Responding to reviews does a few things for you.

First, it shows your customers that you actually care. When people see that a business takes the time to respond to customer reviews, it shows that they have the customers in mind.

 

This goes a long way in building the crucial trust you need to have a consistent customer base.

The second reason that responding to reviews is crucial is that it’s been proven to boost future reviews.

 

In a 2018 study by Harvard, it was shown that responding to customer reviews does two things for businesses:

 

It was found that companies that responded to customer reviews got 12% more reviews than the businesses that didn’t.

It was also found that businesses that responded to reviews tended to get an increase in their ratings.

 

That’s right, just by responding to reviews, the businesses were able to benefit from more reviews, and better ones at that.

How To Respond To Customer Reviews

Here’s the thing though:

Responding to reviews can do great things for a business, if you do it right.

Responding to reviews with the wrong approach can end up doing more harm than it does good, so let’s go over some of the best practices when responding to them.

Responding to Positive Reviews — A Great Way To Build Loyal Customers

While it may seem like your job’s already done after getting a good review, there’s still room to take a good situation to an even better one.

Luckily, with a positive review, you’re already on good terms, so it won’t be hard to craft a great response.

How to respond to a positive review:

  1. Show some gratitude

One of the most effective pieces of a review response also happens to be the simplest to do. Giving a “Thank you” to customers who leave great reviews should be first on your list.

If you only use one piece of advice from this list, make sure you thank your customers and show your gratitude when they leave you a good rating.

  1. Sprinkle a few keywords into your response

Did you know that your online reviews are an essential part of getting ranked on Google?

Having great customer reviews makes you much more likely to get near the top of search results, and you can boost this even further by including a few keywords in your response.

Don’t overstuff your response, but even including a couple of keywords can make a difference.

  1. Encourage them to come back

A review response is also a great opportunity for you to encourage return business. If a customer is ecstatic about your services, it’s the perfect time to encourage them to return.

For instance, you could tell them about an upcoming promotion they may be interested in.

Be careful, though; if you’re too heavy-handed with the promotions, it may make your response seem ingenuine.

  1. Make it personal

Customers want to feel like you’ve got their experience at the top of your priority list. If you give the same response to every positive review, they’ll notice.

Make sure to personalize every review response (this applies to negative reviews too).

Use their name, include relevant details in regards to the review itself, and let them know that you care enough to write them an individualized review.

How not to respond to a positive review:

  1. Don’t turn your response into a marketing message

Remember when we said you should take the opportunity to encourage return visits? There’s a flip side to that; if you make your review seem like just another ad, it’s not going to resonate with many customers.

Promoting your business is good, but don’t forget that positive review responses are about gratitude first and foremost.

Responding To Negative Reviews — How To Turn A Bad Situation Into An Opportunity

Responding to negative reviews is a bit trickier of a situation to handle, and this is where many business owners trip up.

How to respond to a negative review:

  1. Show Empathy To The Customer
Sometimes you might think the customer is in the wrong, but now’s not the time to butt heads with them; showing a bit of empathy makes a big difference. When customers leave complaints, show some empathy in your response. When people see that you’re making an attempt to see things from their perspective, it can really help to open the gates for you to make amends. Which leads us to the next step:  
  1. Offer your contact info to make amends
Rather than trying to fix the whole situation in a review response, offer your contact info in your apology. You probably aren’t going to change their opinion without making amends with them directly. That way, if the customer does give you a call, you’ll have the chance to fix the situation and potentially turn their bad experience into a great one.

How not to respond to a negative review

1. Don’t respond in a snarky or sarcastic manner 

While it may be tempting to fight fire with a bit of fire, this is one of the worst ways to respond to an unhappy customer. Unfortunately, many people still fall victim to this trap.

 

2. Don’t get defensive in your response 

Another common mistake when businesses respond to negative reviews is getting defensive. While it may seem like a good idea to defend yourself with a long-written response, this often just unintentionally makes you look worse.

How ReviewNhit Helps You Respond To Reviews Faster

You never want to miss responding to a review; every response you give is another step towards a great online reputation for your business.

But constantly checking to see if you have any new reviews can get pretty tedious, which is why we’ve included a fix for this in ReviewNhit.

Instead of checking for new reviews all the time, ReviewNhit notifies you whenever you get a new one.

This means you’ll be able to get back to customers as quickly as possible without having to spend all the time rechecking your account.

Pretty sweet, right?

Want to know what else ReviewNhit can bring to your business?

See how it can help you get more reviews, better search engine rankings, and more here.

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