Listening and responding reviews from your customers gives you the perfect opportunity to connect, demonstrate fantastic customer service, and resolve any issues.
Responding Reviews: Why?
For customers, online reviews are critical. Every one of us would check out reviews before booking that expensive holiday home in the south of France. Reviews tell what other people, your customers, think of your product. If you respond to reviews, you show your (potential) customers that you care about their opinion. And that’s something your customers will appreciate. Apart from that, responding to reviews will make your business stand out from other companies, as a lot of them do not make an effort to respond to their reviews.
If you write a response to a review, you’ll not be only writing to the person who wrote the review. Your response will be out there for all potential customers. Handling reviews with grace, gratitude and a little bit of it, can have a huge impact on the way people perceive your brand.
Reacting to reviews appears to be a wise thing to do. That does not mean you should respond to every single review. In my opinion, you should react to negative reviews. Responding to negative reviews will show potential customers how you handle problems and solve solutions to dissatisfied customers.
I would also react to very positive reviews, especially if the response it elaborate and detailed. Responding to positive reviews will give the opportunity to promote your brand and to show your passion for your company. Responding to positive reviews is not that hard to do. It’s the negative ones that need a strategy.
Responding Reviews: Checklist
How do you respond to those negative reviews? What should you do and which pitfalls should you avoid? I’ll share seven tips on how to handle those negative reviews!
Negative comments and reviews will always come up at one point in time. It’s a good thing to prepare yourself for it. You could have some standard replies ready. Be careful never to use the same answer more than once. Always adopt a reply to the specifics the situation requires. Having some nicely drafted sentences ready can help you to formulate the response in the heat of the moment.
It’s never easy to get a negative review. In some cases, it can feel unfair. Perhaps the tone of the review is harsh, personal or condescending. Your first reaction will most likely be an emotional one. Perhaps you’ll get angry or very frustrated. In such a case, it’s wise to take a moment before you write your response.
Someone had a bad experience with your business and you can solve it? Try to contact them outside of the review-channel. Ask them to get in touch with your sales department, or invite them over to your restaurant. Did people not get their dessert? Invite them over to your restaurant. People can’t get in touch with your support department? Help them to make a connection.
Understand the issue
A negative response means that someone has had a negative experience with your business. Maybe they didn’t like the food you served in your restaurant. Of course, this could be due to their lack of taste, but such a response will not be satisfying to your potential audience. In most cases, start with apologizing for their negative experience, even if it’s not (entirely) your fault. You are sorry that they had a negative experience. You are sorry the food did not taste good.
If something went wrong because of a mistake on your site, tell people that, own up to your mistake and apologize for it. If someone did not get their dessert and is pissed off about that, investigate the specifics of the situation. Did you, in fact, forget about their dessert? Admit to your mistake, apologize and try to fix the problem. In this case, invite them back to have dessert another time. Everyone makes mistakes and people are really forgiving if you are willing to show your human side. Own up to your mistakes, apologize and try to come up with a solution.
Ask for a third-person
You’re never an objective author of responses to reviews. You’re involved; what might sound reasonable to you, might sound crazy aggressive to someone else. If you’re not sure about your response, letting someone else read it first (someone objective) can be a good idea.
Make it simple
Don’t write responses that are too lengthy. Make them short and sweet. Nobody wants to read through a reply of thirteen paragraphs. Even if someone personally insults you in a review, you should never get personal. Try to remain professional and polite, at all times.
Never get trapped in lengthy discussions. Reply once, maybe twice if necessary, but stop replying after that. Nobody wants to read a complete discussion between a dissatisfied customer and a business. Or maybe some people do like to read such a thing, but it does not reflect well on your business.
If you have had some negative responses, you’ll probably want to bury them underneath a big pile of positive ones. Maybe you’ll encounter customers that have positive experiences. By all means, invite them to leave a review. Research shows that a lot of people are willing to do that!
If you can solve the problem with a dissatisfied customer, you can also ask if they can edit or remove their review. You should only do that if the air is clear between the customer and your business.