If your business has online reviews that is a great thing! Now you need to respond to those reviews. Pay attention to what people are saying about your business and engage with them by providing a response to both positive and negative reviews.
Why would responding to reviews matter?
You’re not required to respond to online reviews, but it is recommended. Responding is a way to build a connection with a customer, show appreciation and answer questions that other potential customers may have in the future.
- You’re showing your potential customers how responsive you are to them.
- Responses engage conversation which is good for people and search engines.
- Search engines like to see reviews and responses – two way communication is encouraged.
- It shows your appreciation for the business and feedback.
- You may be able to resolve confusion or solve a problem.
- Provides valuable information about your business for potential customers.
Online reviews are visible for current and potential customers. How you respond provides insight into what it is like to work with your business. Your responses to positive and negative reviews can tell people a lot. It is valuable to show appreciation and thanks for positive reviews and also address negative reviews appropriately. Handling negative feedback is more challenging than positive, but it can be done by following some guidelines.
How to respond to negative reviews online
Negative reviews happen. View them as an opportunity and respond appropriately. Normally you can’t just delete them. How you respond is an example of the customer service people will expect from you. A negative review can be an opportunity to prove how you treat customers. If a person provides a negative review, but are treated with respect, they may become your biggest fan and best customer. A negative review also provides a realistic look into your business, staff, and processes and gives you an opportunity to address and correct issues you may not have known existed; making your customer experiences and business better in the process!
Having reviews online is important and responding to reviews is another valuable step. Monitor your online reviews and respond to them as they are posted. You’ll build your reputation with people and search engines.
Do you struggle with responding to reviews? Maybe you just don’t have the time or you aren’t sure what to say as a response. We can help. There are systems we can use to monitor your reviews, and our experience responding to reviews makes it an efficient process. Contact us today!