When it comes to your business, responding to reviews is crucial. Pozative has outlined how to reply to every type of review you may receive.
Replying to customer reviews is vital, as it could motivate the customer to visit or share their experience with others. It also lets customers know you appreciate their patronage.
While you don’t need to respond to every positive review, you should try to reply to at least a few of them. Thank the customer for visiting your establishment and consider promoting other services or products that you offer. Strive to use keywords but don’t go crazy with them and share the positive review on your social media.
A neutral review can be tough to respond to since they’re so close to being positive. Thank your customer for reviewing your business and emphasize the positive points in their review. Apologize for negatives or explain them, inviting the customer back to your establishment with enthusiasm at the end.
Getting a negative review can be a blow to the ego – especially since you work so hard to make sure that your business is thriving and providing an excellent experience. Handling criticism effectively is essential, so let’s look at some of the ways you can respond to negativity.
The first thing you should do when it comes to negative reviews is to remember to stay calm. Don’t reply to reviews in anger, as you could damage your brand. The goal of replying to negativity is to win your customer over, so remain apologetic and communicate that negative experiences are unusual.
Many businesses face the challenge of combating fake reviews for their company. Many experts estimate the percentage of online reviews that are fake is between 15 to 30 percent. Handling fake reviews can be tricky, but you can flag or report them. Try not to reply unless you can’t report the review and aim to bury it with positive ones instead.