HOW TO RESPOND TO A REVIEW (GOOD OR BAD)
89% of consumers read local businesses’ responses to reviews
Why am I telling you this?
Well, its the next step in improving your online presence.
The next best thing you can do is to start responding to your customer's reviews.
If your getting reviews on Google, Google My Business (GMB) will become your new best friend.
It allows you to do many great things and responding to your customer's reviews is one!
So let’s jump into it.
Go to: https://www.google.com/intl/en_au/business/
And log into your GMB account. (This is the email address you used to create your GMB listing)
If you haven’t claimed your GMB listing then click here: https://support.google.com/business/answer/2911778?hl=en
From here, you’ll want to click on the ‘Reviews’ tab.
You’ll now be able to see which review haven’t had a reply and you can start replying to them!
How to respond to a positive review (4 steps)
Step 1: Thank the customer for the positive review and be specific.
Ensure the reviewer knows a real person is behind your reply by thanking them for something specific they said. “Thanks for leaving a review, and mentioning our barista Jodi. You’re right, she is always smiling!"
Step 2: Use the business name and keywords in your review response to the good review.
Using the business name, category and location in your response will help the positive review appear in search results. “The team here at [Business Name] is thrilled to hear such good feedback, and we’re proud to be one of the coziest [coffee shops] in [city name]."
Step 3: Add a little marketing to your review response.
Your reply is public and will be read by others, including future customers, so throw in some marketing! Mention a behind-the-scenes reason they had a great experience, or a new feature or promotion. “Did you know we just started a free coffee card?”
Step 4: Invite the customer to do something in your response.
Ask the customer to return, use another service or spread the word. “Next time you’re here, you should try the [insert product here]!” “We hope to see you again soon, and bring a friend!”
How to respond to a negative review (4 Steps)
Step 1: Apologise and sympathize in your response to the negative review.
Acknowledge the customer’s concerns. Even if they are unfounded, show sympathy that they had a bad experience. “I’m sorry to hear about your bad experience.”
Step 2: Insert a little marketing in your response to the bad review.
Explain what your customers usually experience. “We’re normally known for our exceptional attention to detail, and we regret that we missed the mark.”
Step 3: Move the conversation offline.
Provide contact info with someone at the business so they can discuss the problem in person. “My name is [name] and I am the [Owner / Manager]. If you’d like to discuss this further, please contact me at [phone number / email].”
Step 4: Keep your response simple, short and sweet.
Don't go into too much detail or ask any questions. This will prevent saying something that might cause the upset customer to add more negative feedback by replying to the review. Three sentences for your whole reply is a good rule of thumb.
BONUS: Don't include the business name or relevant search keywords.
You don’t want this review showing up in search results!
If you need a hand with responding to reviews, then feel free to reach out to us as we're always more than happy to help!