Do I Need to Respond to Online Reviews?

June 20, 2019    Reading Time: 2 Minutes

Let me think about it for a minute…

Yes!

Why?

For one thing, it shows your customers that you appreciate them. After all, they chose to spend precious time to write a review.

For prospective customers, it shows the same. You’re an engaged business that is paying attention to the details. You’re engaged, watching your presence online, which shows that you care.

Think of online reviews as another marketing channel. A place where people can learn more about your business.

What about negative reviews?

You can’t only respond to the positive reviews. Those are easy. It’s the negative reviews that will get attention. Like the accident on the freeway, you can’t help but look.

Now, you and your business aren’t perfect. We all know this. Your prospective customers know this as well. Things happen that we can no longer control. What we can control is the way we respond to a negative review.

Don’t fret the one-start review.

Turn a lemon into lemonade.

OK, you have a one-start review and it’s staring you and every prospective customer in the face.

What now?

The obvious is, if you know the customer and the situation, make it right. Contact them right away and fix the issue. That’s number one.

If you don’t recognize the customer and know positively they have never been a customer of your business, you need to let the world know. In your response, talk about the fact that they’ve never been a customer. Maybe they left a review for the wrong business? Either way, mention it.

If they are a customer and you know their situation, be honest and up-front, apologize.

Remember, you’re speaking to the person who left the review and the rest of the world reading the review.

At the end of your every response, always leave your name, title and phone number. For negative reviews, ask them to contact you so you can make it right.

Last updated on May 04, 2020. Shawn is the President of Graticle, Inc.

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Shawn at Graticle Design has been a tremendous resource for all things related to website design and IT solutions. It is without reservation I highly recommend his organization and services to futher advance your internet presence as well as quality and personal customer interaction.

Greg Peters

Owner

American Crane Training

http://americancranetraining.com/

Orcutt, California

We absolutely loved working with Shawn on our business cards and would 100% recommend Graticle to other business owners! Our business cards turned out even better than we could have imagined, which is amazing because we really had no idea what we wanted and gave Shawn very little to work off of, but he made it happen! Communication and customer service were top notch. Shawn answered all our questions and he even recorded a video explaining his design process, which is something we’ve never experienced with other designers. Graticle has been one of the most professional businesses we’ve ever worked with and we look forward to working with them in the future. Thanks Shawn!

Isabela & Eliana Valderrama

Owners

E & V Tax Services & Bookkeeping

Vancouver, Washington