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The Good, the Bad and the Review

by Anvil on February 9, 2011Online Reputation Management

The Good, the Bad and the Review

by Anvil on February 9, 2011Online Reputation Management

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.

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