In today’s world, online reviews have become an integral part of the decision-making process for consumers. According to a survey conducted by BrightLocal, 98% of consumers read online reviews before making a purchase decision. This means that businesses need to pay attention to what their customers are saying about them online, as it can have a significant impact on their reputation and bottom line.
Positive reviews can help a business attract and retain customers, while negative reviews can drive customers away. In fact, a study by Harvard Business Review found that a one-star increase in a business’s Yelp rating can lead to a 5-9% increase in revenue. On the other hand, a one-star decrease in rating can lead to a 5-9% decrease in revenue.
This makes it essential for businesses to actively monitor their online reviews and respond to them in a timely and appropriate manner. Doing so can not only help businesses maintain a positive reputation but also demonstrate their commitment to customer satisfaction.
Businesses can improve their online reputation and build better relationships with their customers by following these simple “dos” when responding to reviews:
By implementing these practices, businesses can turn negative feedback into positive outcomes and strengthen their relationships with customers.
While there are several dos when it comes to responding to online reviews, there are also several don’ts that businesses should avoid.
Businesses should never respond defensively or aggressively to negative reviews. Doing so can escalate the situation and make the business appear unprofessional. Instead, businesses should approach negative reviews with empathy and a willingness to address the customer’s concerns.
You should avoid using canned responses or templates. This can make the response seem impersonal and insincere. Instead, businesses should take the time to craft a personalized response that addresses the specific concerns raised in the review.
It is also very crucial to never disclose personal or confidential information in your responses. Doing so can violate the customer’s privacy and damage the business reputation.
While responding to negative reviews is important, businesses should also take the time to respond to positive reviews. Doing so can help reinforce positive customer experiences and encourage repeat business.
Getting a three-star review may not be the best, but it’s still an opportunity to shine! Rather than dwell on the negatives, let’s focus on how we can turn things around. With a proactive approach, we can craft thoughtful responses that show we care about our customers and are committed to improving their experience. So, how can we make the most of these reviews and turn them into a positive for our business?
You could also use the opportunity to provide additional information or context about the product or service. This can help the customer make a more informed decision and potentially lead to a positive review in the future.
Negative reviews can be challenging to respond to, but they also offer a chance to turn things around. No matter how you feel, it’s essential to respond to the customer. Here are some tips to help you reply positively:
Your response to negative reviews can greatly impact how others perceive your business. It’s important to take a proactive approach and have a plan in place to maintain a positive reputation.
To help illustrate the dos and don’ts of responding to online reviews, here are a few examples of effective responses:
Positive Review: “Thank you so much for your kind words, [customer name]! We’re thrilled to hear that you had a great experience with [specific employee/product]. We truly appreciate your business and look forward to serving you again soon.”
Neutral Review: “Thank you for taking the time to share your feedback, [customer name]. We appreciate your input and will take it into consideration as we strive to improve our products/services.”
Negative Review: “Hi [customer name], we’re sorry to hear that you had a negative experience with our [product/service]. We take all feedback seriously and would like to make things right. Please reach out to us at [contact information] so we can address your concerns and find a resolution.”
What we love about this response: The owner of this Soul Food restaurant in Louisville, KY responded to a customer review with a simple yet heartfelt message. The use of the heart emoji and the phrase “can’t wait to serve you again” leaves a positive impression and makes you excited to visit again.
What can be improved: The response could have been more timely! It is understood that the tempo of business can keep us busy but it could have been an opportunity to invite the customer for one of the daily specials or could have suggested another menu item to try, such as the Mac & Cheese!
What we love about this response: The owner of this restaurant is amazing! They responded promptly and with great care to a negative review. Responding quickly to negative reviews is crucial, and this owner nailed it. They addressed the issue of the oxtails being unavailable, and even turned it into an opportunity to promote their deliciousness! And despite the situation, they still managed to end their response on a positive note with “Hope to see you soon”.
What can be improved: Although the response was great, it missed the complaint about the phone issue! The customer stated they never answer the phone but used pre-ordering via phone or online as a potential solution 🙃 If there were any issues with the phone system, this would have been an excellent opportunity to acknowledge the customer’s issue.
Managing online reviews can be time-consuming, but several tools and resources are available to help businesses streamline the process.
One such tool is your Google Business Profile (formerly Google My Business), which allows businesses to manage their online presence across Google Search and Maps. It provides a platform for businesses to respond to reviews, update their information, and monitor their online reputation within the Google ecosystem.
Reviews left on Facebook has still been a widely used platform to monitor as it has the largest of Daily Active Users. In some cases, Google will also include Fakebook reviews on your Google Business Profile.
Yelp has been a consistent source for a customer to write a review, matter of fact, it is the 2nd most used source behind Google.
We’re proud to offer Reputation Management as one of our core services! Whether you’re short on time or not comfortable with the latest technology, our team can help you manage your online reputation more efficiently. With our reputation management dashboard, you’ll be able to respond to reviews quickly and easily, all in one place. It’s shameless promotion, sure, but it’s also a great opportunity to take your online presence to the next level! You should check out our Super Simple checklist to help get started with online reputation management on our blog.
Before you think about managing reviews…you have to get them first 🤷🏽♂️
The best way to ensure your chances of gaining a positive review is to make sure your you and your team are equipped with dealing with customers at all stages. We highly recommend going to a customer service training either in-person or virtually to deliver an exceptional experience. The Small Business Association in your area may host events relating to customer service & support that can be worth while.
T. Marie Consulting, based in Louisville, KY, has organized numerous Customer Service Workshops and consulting sessions that can help businesses strengthen their connections with their customers and improve their relationships.
No 2 customers are the same, so delivering stand-out customer service will help you determine their individual needs. — Tiandra @ T. Marie Consulting
In conclusion, online reviews can significantly impact a business’s reputation and bottom line. Responding to reviews promptly and appropriately is essential for maintaining a positive online presence and demonstrating a commitment to customer satisfaction. Effective responses to online reviews should be personalized, empathetic, and focused on addressing the customer’s concerns.
Data Source: Bright Local Consumer Survey 2023
By following these dos and don’ts and implementing best practices for responding to online reviews, businesses can protect their brand’s reputation and attract and retain more customers.
