Like it or not, your clients and customers base their purchasing decisions on online reviews and feedback. Businesses that don’t respond to customer feedback risk alienating potential clients. On the other hand, businesses that promptly, succinctly, and carefully respond to internet reviews on Google, Yelp, Facebook and more may see an increase in new business and could even mend relationships with existing customers.
If someone gives you positive feedback, take the opportunity to thank them for kind words. Engaging with your consumers will also persuade others to post favorable reviews, enhancing your online reputation as a whole.
Negative online reviews have an effect on your average star rating, which is seen by customers as the most crucial review aspect. They deter 40% of customers from choosing to utilize a service. It is especially important to respond to negative reviews that may discourage potential customers from selecting your business. Additionally, responding to a dissatisfied customer gives you the chance to mend the relationship.
Not only is acknowledging negative reviews expected by customers (70% of users believe this is extremely or somewhat important to them) but doing so can also have the opposite effect. If the service has thoughtfully replied to a negative review, almost one in five consumers will overlook the original negative comment. In fact, studies show a company’s rate of satisfied customers doubles when it reacts to a dissatisfied consumer.
How to respond to feedback
Having a procedure in place is the best way to get ready for reacting to reviews and online criticism. The specifics may be changed, but there are three fundamental guidelines to follow.
Respond quickly. Ideally respond within 24-48 hours. Customers often want a reply, and the longer you delay, the more it could seem like you don’t care.
Be succinct. Your likelihood of sharing too much or seeming defensive increases with the length of your response. Offer to shift the conversation offline with a direct phone call or email to understand and respond to concerns privately and more easily.
Be cautious. It’s normal to want to apologize to someone when they’re offended but avoid doing so. Use words like “We regret to hear” or “We’re concerned about your experience” instead of “I’m sorry…” Additionally, it’s crucial to avoid revealing any private information by remaining vague in your online response.
Responses to positive online reviews
Sometimes a simple “thank you” is all that’s required in response to a favorable review. You can add on to that by acknowledging the time your client spent on writing you a review.
To make your reply extra special, reflect on something they mentioned, such as “We’re so happy you and your mom report a great experience with our cashier…” Customers who write a detailed account can be rewarded by knowing the business took the time to read, reply, and value their feedback.
For great reviews, use this an opportunity to speak with them privately and request their verbal permission if you want to use their comments in marketing materials. You can send them a release form to obtain their written approval once you have their consent verbally.
Replies to negative online feedback
Customers want to interact with their service providers and feel that their complaints are being taken seriously.
Avoid apologizing, accepting responsibility, or divulging any private information. Simply say thank you for the feedback, share general company policies and information, and offer to move the conversation offline.
Responses to negative reviews provide others who are reading them about your company without divulging any personal information about the commenter. You can go an additional step and ask them how to be reached in a private message. That way, you can follow up directly.