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.