Why you should ALWAYS respond to reviews

114-clock Created with Sketch. Tuesday August 02 , 2022

As a business owner, you know how important it is to build a positive reputation when conducting yourself both personally and professionally. However, unbeknown to many your online presence is also significant. An effective way to build this online rep is ensuring you respond to ALL reviews on your platforms – both positive and negative!

Feedback from your customers is a great way to establish the good, the bad and the ugly. Perhaps you have just started out, hired new staff or changed business direction, use these customer reviews to identify your strengths and weaknesses. By doing so you can relish in your success, congratulate staff members, or make improvements where needed.

Responding to feedback really shows your customers you care about what they have to say. The competition is intense so hold tight to those who use your business and show them how valued they are regardless of their feedback.

Building a relationship

Your customers are the glue that holds any business together. Without them you couldn’t succeed in your chosen field. However, many business owners forget those who have given a positive review and focus on those critical comments. This is not how to do things! Each and every comment is important and thanking those who have taken the time to share their experience both positive and negative, is extremely valuable. When constructing your response, address them by name if they have attached one, thank them for using your business, highlight their remarks, offering a proposed solution if required and welcome them back. This is an effective way to build a relationship with consumers and show them you really care for their opinions.

Remain professional

Every company has their bad days when things just don’t go to plan and this could be the one day your customers suffer. However, it is important to remember that both their review AND your response are on the internet! Yes, it’s easy to fly off the handle and lash out at negative feedback but instead take some time to compose yourself before replying. Keep your response short and to the point, putting your personal feelings aside. It’s very simple really, listen to their opinion, thank them for their review, address their experience and offer a conversation offline to deal with their grievance – no one wants to read a back and forth argument online.

Review marketing

Yes, its true! Both reviews and company responses are an easy way to improve your ratings and market your business. Remember one of the first things many people do when trying something different is research online. Reviews are a very common form of marketing strategy and luckily for you, very easy to accumulate. Ask your customers to offer feedback, make this as easy as possible and don’t forget to share the positive reviews on all platforms including social media.

Don’t dwell on the negative

It’s nice to receive a compliment and feel as though you have achieved something but one bad review can really stick in the back of your mind. Think of it this way, you can do one of two things – either get frustrated and defensive OR use all feedback for business growth. Believe it or not, constructive criticism builds trust, giving you an opportunity to take comments on board and effectively implement changes to ultimately better your customer experience.

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