When you register your business on review platforms like Yelp, Google My Business, or even Facebook, you are opening it up for people to talk about their experiences. Of course, you want those experiences to be positive ones so that they will attract more business. However, there are times when negative reviews are also received, even if you did everything you could for that customer at that time. Unfortunately, it is difficult to please everyone all the time. When these customers leave negative reviews, how you respond to them can still be a valuable way to keep and earn customers. Even responding to positive reviews can be a great way to show customers or potential customers that you care about any and all feedback.
The Keys to Responding to Positive Reviews
It can sometimes seem pointless to respond to a positive review since the customer had a good experience and there is nothing to publicly mitigate. Responding to positive reviews shows customers that you are paying attention and that you care about what they have to say. This means a lot and goes a long way.
Here are ways you can respond to positive reviews:
Always Say Thank You
Let the customer know you appreciate their kind comment and that you enjoy having them as a customer. This is simply good manners and makes the customer feel like they didn’t waste their time leaving the comment.
Recognize the Positive
Look at what the customer liked and recognize it. Confirm what they said in your response so they know you are listening and acknowledging.
Ask How You Can Improve
Thank the customer, recognize the positive, and simply ask them if there is anything that you can do to make the experience even better for them next time. You aren’t only showing that you are always striving to improve, but that you want them to return.
The Keys to Responding to Negative Reviews
Negative reviews can hurt, but they can be learning experiences and also show other customers or potential customers that you can be cool in such situations.
Here are ways you can respond to negative reviews:
Don’t Let Your Blood Boil
Getting too upset and responding out of anger can be damaging to your business. Approach the review as an opportunity for you to make things better for the customer and to show the public that you are always willing to make things right.
Apologize and Sympathize With the Customer
Acknowledge the bad experience, even if what they feel occurred really didn’t occur. Show sympathy and tell them that you understand they are upset and you want to make the matter better for them.
Insert Some Marketing Toward Them and Anyone Reading
Say something like, “We are typically known for our exceptional ability to meet the needs of our customers, so we deeply regret that we missed the mark on meeting yours.” This reminds them and anyone reading what you are known for.
Resolve the Issue Offline
You don’t have to resolve the issue in the comments section. Instead, give them a telephone number to call or ask them if they will private message their number to you so that you can address the concern.
Share With Your Team
Share feedback with your team so they are aware of the issues that they need to avoid. If anyone else helps you field online reviews, share this information with them. Also, tell them that short responses are the best responses. You also want to make sure you don’t say your business name or use search keywords in your response to bad reviews because you don’t want the bad review showing up in search engine results.