How to: respond to reviews (best practices)

Negative Reviews

Responding to negative reviews can be difficult.  Let's face it, many people these days take to Social Media to either sing your praises or shout your faults.  However, there are some rules you should obey when responding to reviews.  Here are the top three things to keep in mind with your responses:

• Thank them for bringing it to our attention. (We appreciated you bringing this to our attention. Here is a link you may find helpful…..)

• Reply to each negative point made, being sure to state what is in question along with your reply or answer.

• Be careful with apologies and only use them if the situation warrants

• Don't be combative as the goal is to retain them as a client

• Try directing them toward a good solution or article depending on the issue.

Another good idea is to check and make sure that the person posting those reviews is/was an actual client.  Often there could be a mistake with a negative review, so it's always good to double-check!

If your situation is very desperate, please feel free to contact your CSM (Client Success Manager) for advice on a response.

Additionally, Google now has a new form where you can request the removal of GMB spam:  https://support.google.com/business/contact/business_redressal_form 

Positive Reviews

Online reviews have become one of the most important ways to market your business.  Your next new client is probably reading reviews from past clients before they even step one foot in your door, so it's important that you are responding properly to negative reviews, but also - making the most out of your positive reviews.

By taking the time to respond to positive reviews, you are showing current clients that you care about them.  When you engage clients in this way, you create a loyal following and a strong referral network.  

So, how do you make sure you are thoughtfully managing and responding to ALL of your positive reviews?  Here are some useful tips:

1. Make it part of your weekly routine - assign a day or two where you make a point of responding to those reviews.

2. Be sure to address them by their name. This engages them personally and creates a stronger personal connection.

3. Express gratitude - people can't hear THANK YOU enough!

4. Speak to the details that they shared with you - if you can offer insight or additional value into their particular situation that they referenced in their review, this goes a long way!

5. Share a thoughtful sign-off - a thoughtful conclusion to a note shows that you've taken time out of your busy day for them, something that all clients appreciate.