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 June 20, 2019. Shawn is the President of Graticle, Inc.

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