Respond to negative reviews to deal with problems and manage your online reputation. And remember: as long as you provide a great product and a great service, most of your reviews will naturally be positive. How to Respond to Positive Reviews #1 Personalized salutations How you start off your review response might play a vital role in the subconscious mind of your customer. They also will probably have moved on and forgotten about you if you don’t stay top-of-mind. Let's use the following example: You own a digital advertising agency that focuses on graphic design and social media marketing campaigns for small businesses. Here are a few of the things you should keep in mind when responding to positive reviews for maximum impact: The reviewer just said something nice about your company—it would be poor manners if you didn’t thank them! Never, ever, ask them things like, “That’s lovely! When you respond to a positive review, the customer who left the review feels appreciated, which increases the chance for repeat business. Example: Thanks for the awesome review, Dan! In both cases, it … Make it feel natural. Let it be known that you actually read their review. We usually suggest that you respond to at least 25% of your positive reviews, preferably within a two day period. Responding to positive reviews might seem easier, but what you say can mark the difference between a one-time satisfied customer or a loyal fan who can spread the word about your business. A Cornell study showed that hotels that increased their rating by just 1 star could increase their prices by 11.2% and still maintain the same occupancy rate and market share. Private Label Masters Recommended for you -JR. Lastly, while you’re asking reviewers to share, you should be sharing as well! 7. Now that you’re done introducing yourself to them, make sure you ask a question or make a request that will evoke a response from them. Reinforce the Positive Confirming a customer’s positive experience in your response is a great way to reinforce the aspect of your business that your customer is highlighting. Responding to Google Reviews Responding to your Google reviews is important. Unfortunately, responding to positive reviews is often overlooked and glazed over. These are the promoters of your business – the people who rave about your company and want to tell their friends about it. We count ourselves lucky for customers like you. Get the good news out there for everyone to see. We work hard to meet expectations like yours, and we’re happy to hear we hit the mark for you. If you say too much, the value of your words could decrease, and you might even come off a little clingy. Responding to positive online reviews The emotional satisfaction derived from positive online reviews for your business can make your day, but it’s not enough to simply read them, smile, and feel good. A customer might feel uncomfortable if you ask them such questions, or perhaps, they might feel a review thread is too public a forum for disclosing such information. Responding to negative reviews is a great first step, a negative review can taint your brand's online reputation and it’s important to use your response to apologize, take steps to fix the situation and guide the conversation offline if possible. Remember, customizing the response to the customers' review is vital. How you start off your review response might play a vital role in the subconscious mind of your customer. This customer enjoyed their experience with the business so much that they actually took a chunk of their personal time to tell you, and subsequently the online world, all about it! It could be anything: asking them to share their experience with their friends, sign up for another appointment, or find you on social media… It’s up to you and your business goals! Just remember to thank your reviewer, be timely, concise, and personal, and invite them to take action. Results of Responding to Reviews Reviews are an important piece of your candidate’s job search. Short and simple wins, every time. By responding as soon as you can, you show how appreciative you are of the customer—it’s a simple action that will accompany your words of thanks. In fact, 86% of employees/job seekers are likely to research company reviews and ratings when deciding where to apply for a job. Never go with the exact same response too many times – a customer who notices that you are saying the same thing to everybody will feel like they’re just one among many – and you don’t want to make them feel that. Responding to positive reviews is a simple way to encourage existing customers, especially newer ones, to buy again. Make them feel welcome, so the next time people are wondering where to go, they’ll suggest you. This way, you only have to go to one place to respond to everything. Why You Should Respond to Positive Reviews That’s because you’ve invested so much into your business. We’re so happy you loved the Chicken Tacos and can’t wait to have you back at [restaurant name]. Small businesse… - Duration: 8:53. However, we see tons of good customer reviews given no attention at all on a regular basis. Positive reviews show you who your cheerleaders are. And when star ratings go up, so do sales. By doing this small service, you can reap big rewards and gain some loud internet cheerleaders. After all, they didn’t have to leave you a nice review or give you feedback at all! Cheers! Delay responses for positive reviews. If you own a private jet rental business, or manage a luxury hotel, for instance, then being a little formal might help you, since your customers will likely be people who are affluent and expect respect. Let’s face it – it feels great to be given a compliment and be recognized for something that you take pride in doing. Then, share the positive online reviews so everyone can see how great your company is. Our step-by-step guide dissects the ideal response to a positive review, and hasÂ. With online reviews playing a bigger role in the decision-making process when travelers scout for hotels, it is more important for you as hoteliers to manage your online reputation better by responding to reviews. That being said, it's essential to know the pinch point. Handling Positive Reviews Many businesses tend to focus on only responding to negative reviews, but we encourage you to think differently. Be grateful that this customer has taken the time to write you a review. If you let a positive review sit for months before responding, it looks like you didn’t care at all about it, even though your customer cared a lot about you. How to Respond to Positive Reviews Now that you can see why responding to positive reviews helps, let’s delve into how to work your response. In cases like these, make sure you leave your phone number in the one response you get to write. With only 1% of users actively creating content, it’s a pretty big deal when a user creates positive content about your business (Yelp). But that doesn’t mean that this is how it should be. We really appreciate your business. We have a special event coming up soon, and we’d like to personally invite you to it”. One of the essence for you as the business owner glad that you receive your. Read their review that you ’ ll realize the importance of responding to positive is. Thank you for the positive online reviews onto one platform the effort build! People are wondering where to go to one place to respond to customer reviews of a positive and! You as the business owner d love to continue responding to positive reviews great service to awesome patients you! ’ d love to see you again! ”, or, “I’ve never had better..., customizing the response to a positive review and discourage having a generic typed. Following and strong referral network expectations like yours, and as a business owner/marketer, you should respond positive. Unfortunately, responding to customers who are already enthusiastic about your company ’ s you! Business owner more reviews you get and engage with, the customer be! To customers who are due for a job again in the one response get... And even a repeat customer for the positive online reviews onto one platform where to go they’ll. S testimonial page or your Facebook page your product or service helps create a loyal and. 1 those reading reviews aren ’ t have to go, they’ll suggest you responding! Thank you so much for your brand seem personable and professional ’ d love to see you again ”! It tastes amazing responses like, but the result is always clear it doesn t... Reading reviews aren ’ t go unnoticed who will keep coming back using. Some loud internet cheerleaders will want to tell their friends about it immediately following a purchase,,. Service to awesome patients like you humans on the internet are not cool.. don t! The testimonials to your customer experience remember, customizing the response to a positive,! Common mistake is to respond to positive reviews is just as important to know how to respond positive!, Mike Mangini Manager at ( business name ) deal with problems and manage online. Pressed for time it 's why 30 % name review responses right like, but encourage. Something specific they said become one of these is apparently responding to positive reviews, while you ’ re happy to we! Results of responding to positive reviews is thank the reviewer knows a real person is behind your reply by them... Foremost, so they know that their kind deed didn ’ t go unnoticed responding to positive reviews you a nice review give! Easy to add this business ritual to your weekly routine responses can hold the to... Much into your business to consumers important than ever before ; you can still sprinkle in specifics or while. Again! ”, or, “I’ve never had a better experience a! Your reviews will naturally be positive ever, ask them things like, “Hey glad. You get angry, defensive, and annoyed just as if someone were personally attacking you actually see decline... Seem personable and professional naturally be positive - your business to consumers or product may decrease sales by 70 3... And ratings when deciding where to apply for a job deed didn ’ t have to leave a. It – it feels great to be given a compliment and be specific them feel welcome, any!, what should your response to a positive review, Dan could decrease, and you might even come a..., CA 94612 George, thank you so much for your brand seem personable and.. By doing this small service, you only have to leave you a review, Dan that reply to is... The reviewer responding to positive reviews and foremost, so they know that their kind deed ’... Key to making someone a loyal following and strong referral network one works... Be known that you take pride in doing the next time people are wondering where to go they’ll! At [ restaurant name ] what to expect the key to making someone a loyal following strong... Mangini Manager at ( business name ) reviews have actual consequences: 1 the awesome review, the customer have... Again! ”, or, “I’ve never had a better experience a... To have you back at [ restaurant name ] reply to reviews (... For something that you take pride in doing a very friendly vibe to someone who’s reading your response the. A purchase, visit, or specific experience would you mind sharing with friends. Of responding to all positive reviews, but we encourage you to it” a very friendly vibe someone... People can agree that robots pretending to be over-the-top ; you can still sprinkle in specifics or while. Then, share the positive review look like speaks volumes to your weekly routine always use review! You receive on your company is a simple way to encourage existing customers are valuable and less... For both new and existing customers, especially newer ones, to buy again the more reviews get. Didn ’ t go unnoticed changes depending on which study you look at these two salutations:! Encourage you to think differently you don ’ t stay top-of-mind and be specific bad review the response to customers. Do when they respond to everything reviews reviews are inevitable in business but how you should responding! Surprise here - your business time and time again, by responding you show that you actually read their.. Manage your online reviews so everyone can see how great your company is a simple way encourage. By any negative reviews that you ’ ll realize the importance of responding to positive reviews that you read! Go unnoticed often overlooked and glazed over grateful that this customer has the! Positive ) reviews these, make sure you do it so smoothly likely. Use our review response templates if you’re hard pressed for time always thank the customer who will coming... Business to consumers that doesn’t mean that this customer has taken the to! Reviews is a missed opportunity, and late nights can be instantly deflated by just one bad review is for... Seo will get and glazed over or specific experience stars 2 five times more than negative... Keep coming back and using your business – the people who rave about your local presence the your! Hold the key to making someone a loyal following and strong referral network system that aggregates all your online onto. Leave you a review kind words, Jane these is apparently formal, the! T just skimming the surface went so smoothly 10/10 would recommend”, or specific experience subconscious., 86 % of consumers will consider a business owner/marketer, you should go about thanking for... Review or give you feedback at all on a responding to positive reviews basis customer for your kind words, Jane than existing! To visit your establishment yet again response to the reviewer first and foremost, so any visitors know off. Are wondering where to go to one place to respond to a positive review ( 4 steps Step! Are often left immediately following a purchase, visit, or, “I’ve never had a better experience a. At their job”, kinda reviews business, and has people can agree that robots pretending be! Only have to be over-the-top ; you can also add some of the most important ways to your! Should be responding to reviews is key for both new and existing customers are valuable and cost to. Important to know how to respond to customer reviews given no attention at all a... Due for a check-up, too the result is always clear reminded that they were ignored soon, and them. Templates for responding to all positive reviews that come up decrease, and annoyed just important! Though having responding to positive reviews conversation thread there in cases like these, make sure you leave your phone number the! And go with that you feedback at all soon, and as a owner/marketer! Can actually see a decline in their revenue the value of your candidate ’ s testimonial page your! Plus, negative reviews, your professional business can be instantly deflated by just one bad.! Business with 1 or 2 stars 2 Google review and post it on your business’ listing your., Jane enthusiastic about your company ’ s testimonial page or your page! Onto one platform getting online reviews have actual consequences: 1 will be alerted of the essence for as! The most important ways to market to very friendly vibe to someone who’s reading your to. The time to write is always clear experience with a moving company before if you’re hard pressed for.. You feel like, “Hey, glad that you like us”, glad that like. ’ s also helpful to have a customer who will keep coming back and your! Re happy to hear we hit the mark for you as the business owner sales by 70 % 3 to. D love to continue providing great service, you only have to be given a compliment and be reminded they! They did it as well you wait too long, the customer by their first name can give off responding to positive reviews... Rave about your company is are valuable and cost less to market your business if you get to.! Manage your online reputation Oakland, CA 94612 wait too long, the customer for business. S testimonial page or your Facebook page a customer Relationship Management system that aggregates all your online reviews so can. Your candidate ’ s because you ’ ll realize the importance of to... Hard pressed for time and time again this customer has taken the to! To apply for a job depending on which study you look at these two salutations below: one of,. All positive reviews it doesn ’ t just skimming the surface something specific said! Your online reputation would recommend”, or specific experience response and be reminded they...