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.

Written by Shawn Hooghkirk on June 20, 2019

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

Want a Quote on Your Project? Answer a Few Questions »

I worked with Shawn on my company’s website and he was very helpful and generous with his knowledge and time. He was responsive when I had issues or questions. The input he provided on concepts and trends that make some sites better or more visible than others was great as well. I would feel good referring Graticle to others and was pleased with the services they provided to us.

Jordan Gamboa

Designer

Industrial Air System Provider

Longview, Washington

We were thrilled to work with Graticle Designs for both our branded logo for the City of Longview as well as for our special event – Swim Dash Splash Triathlon. Shawn was very easy to work with, quick response time, listened to our wants, and created exactly what we were looking for. Top notch professional service and progressive designs that will stand the test of time.

Jennifer Wills

Parks & Recreation Director

City of Longview

http://www.mylongview.com

Longview, Washington