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Answering Reviews: The Good and the Bad

As a small business owner, you have probably seen first-hand the impact that your online reputation has on your business. If you don’t boast a 4- or 5-star rating on popular review sites like Google and Foursquare, you may be turning away customers before they ever reach your doors. However, it’s not just your star rating that matters. Potential customers will also look at how your business is answering reviews. They’ll be looking to see that you value your customers’ feedback and are consistently focused on creating positive service experiences.

Why You Should Be Answering Reviews Online

You may wonder if it’s worth the time to answer reviews left for your business, especially if the feedback is overwhelmingly positive. However, answering reviews offers yet another opportunity for a positive customer interaction. Even better, it’s an interaction that’s visible to the public. In addition, responding to your customers’ feedback indicates to potential new customers that you’ll care about their opinions too.

It is important to develop unique strategies for answering different types of reviews. Here’s a closer look at what you should keep in mind.

  • Positive Reviews – With positive reviews, a quick “thank you” is usually sufficient. However, if you do have any personalized details to add to the review, including those can show that you’re engaged with your customers when they visit your business. For example, a veterinary clinic might say this to a happy client: “Thanks for leaving us such a great review. We’re glad Fido is feeling more like himself with his new medication.” With a few simple details from the customer’s visit, the response to their review feels much more personal and sincere.
  • Negative Reviews – No company likes to see negative reviews, especially if the business owner disagrees with the customer’s version of events. Still, it’s best to put disagreements aside and work to resolve the conversation offline. Here’s an example of a great response to negative reviews: “I’m so sorry to hear about your experience! This isn’t up to our standards, and we’d like to make it right. Please visit our store or email us to share more details about your experience.”

Responding to existing reviews is a great step for your online reputation management. However, you may need a more comprehensive strategy to get new reviews coming in and boost your star rating. Smargasy is here to help! Schedule a free strategy session with us on our website or at (239) 214-8592.

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