How to respond to positive reviews
Make the most of positive reviews by personally responding. This will encourage current customers to keep returning and potentially attract new ones. Responding to online reviews doesn’t need to be time-consuming. You can create a brief, friendly, and individual response by following these simple steps:
1. Start with the customer’s name to engage on a personal level.
2. Express your gratitude.
3. Include your business name and keywords for SEO purposes.
4. Add a little marketing to your response.
5. Give immediate value or insider knowledge.
6. Compliment the customer and ask them to spread the word.
7. End on a positive, friendly note.
How to respond to negative reviews
It’s essential to respond to negative reviews as quickly as possible. While emotions can be high, it’s important to respond professionally and sincerely with the offer of a solution. Never forget how your response is perceived by passing traffic – namely you potential customers.
1. Start with the customer’s name to show they are important to you.
2. Say you’re sorry.
3. Show empathy.
4. Be honest.
5. Be accountable.
6. Offer a pragmatic solution.
7. End on a positive, human note.