Responding to reviews shows people what to expect from you when it comes to customer service. It also shows that you care about your customers in a very public way. It’s a great marketing tool, but it requires a bit of strategy because reviews can be tough. We all know that not every review is five stars. Reviews can feel personal and hurt. You’re not alone in feeling that.
These dos and don’ts for responding to reviews will help you navigate even the trickiest reviews.
Do: Respond to every review, even the positive ones
You provide all of your customers with great service so why leave your biggest fans hanging? It might seem like a lot of work, but the reward is worth it.
A public comment can be viewed by anyone who is looking at your Yelp Business Page. Your response appears directly below the review you are responding to. That means your response doesn’t just speak to the reviewer but all page visitors too. A public comment on a positive review is a great way to thank the reviewer for taking the time to share their experience. You can also use your response to highlight something within the review you want to amplify. Public comments can be used to address critical feedback as well. You can use them to highlight your customer service and your business’s policies. You should always start the review response with a public comment.
A direct message works like an email communication between you and the reviewer. This is a great way to get more information and have a direct conversation with the consumer. It’s the perfect follow-up to a public comment if you want to learn more or take the conversation offline. Remember, direct messages are still a reflection of your business, so keep it professional and avoid argumentative or aggressive language.
We recommend starting with a public comment that is personalized to the specific review. You can send a direct message as a follow-up to learn more and move the conversation offline.
If you don’t have time to send a personalized message to every positive review you receive, consider sending a direct message rather than a public comment. You can also use the “Thank” button when you’re in a pinch.
Don’t: Delay your response time
As it relates to critical feedback, timeliness is everything. A quick turn-around time illustrates that you pay attention to and prioritize customer service. Plus if you respond with a personalized message within 24 hours, there is a 33% higher chance the reviewer will upgrade their review to a higher star rating (Yelp, Data Science).
This mirrors a study Jay Baer talks about in his book, Hug Your Haters. Jay teamed up with Edison Research and found that 53% of customers expect a reply on review sites. Businesses experience a 16% boost in customer advocacy by answering complaints on review sites. Meanwhile, businesses that ignore complaints on review sites experience a 37% decline in customer advocacy.
Don’t: Lose your cool when responding
Your initial reaction when it comes to responding to critical feedback might be to defend your business. You might event want to point out every part of a review that is wrong, false, inaccurate, or misrepresents your business. Before you write that response, take a minute.
Remember to take the high road. You risk damaging your reputation if you respond negatively. Remain professional, respond publicly, and take the conversation offline as soon as you can.
A public comment to the review shows that you addressed the concerns and appreciate customer feedback. You don’t want to appear argumentative or closed off to customer feedback.
Do: Follow this easy formula for crafting a review response
Start by thanking the reviewer for providing feedback about their experience.
Highlight something positive they said in the review.
Address any concerns or share your business philosophy.
Conclude by inviting them back or with a way to continue the conversation offline, like a direct message, your email, or phone number.
Responding to reviews is a great way to join the conversation with your customers online. It helps reflect your customer service practices and builds buying confidence in consumers.