Reviews are a powerful marketing tool, and free word-of-mouth advertising for your business! We have put together some guidance on how to respond to positive and negative reviews.
Reviews are a chance to build customer loyalty and trust, and your responses to reviews are highly visible in Google Search and Maps. When you respond to customer reviews, you are letting ALL review readers see that you’re actively listening to customer feedback – whether it’s positive or negative. While it’s not critical to thank customers for every positive review, we highly recommend responding to every negative review to convey that any issues have been addressed.
Make sure customers know you appreciate their positive feedback. Here are some tips for responding to positive reviews:
Respond to negative reviews to convey that you are willing to address any issues and ensure customer satisfaction in the future. Here are some tips for responding to negative reviews:
Show humility: It can be tough to stay positive when dealing with an unsatisfied customer. However, the difference between responding humbly with an aim to fix the issue vs. being defensive can either attract or turn away potential customers.
Clear up confusion: Sometimes a bad review can result from a misunderstanding between you and your customer. If there is an answer to their problem, offer any information on your products, services or experience to clear up the misunderstanding.
Share solutions for the future: Describe how you have solved or plan to address any issues described in the review. It offers peace of mind for searching customers.