Reviews. Reviews. Reviews. We hear a lot about reviews these days and how they are playing a large part in consumers’ decisions – so how do you know when you should respond to a review about your business? Below are some quick guidelines on when and how to respond.

Good Reviews

• When do I respond?
  • When you get a rave review
• How do I respond?
  • Be gracious and humble
  • Make sure you let them know that you appreciate the kind review
  • Consider rewarding comments with discounts or promos

Bad Reviews

• When do I respond?
  • You know your company is in the wrong
  • The review is misstating facts
  • You can tell the reviewer is maD at you and not just life
• How do I respond?
  • Be calm
  • Be honest –if your company is in the wrong, admit it
  • Figure out a way to make amends and direct them to a contact that can help offline

What is the key takeaway here? It is important to not only respond to negative reviews, but positive ones as well.