Wondering what's the best way to respond to online reviews?
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Your full guide about how to respond to online reviews, positive or negative, how you can minimize the damage and get a second chance.

You might stumble upon this question if you’re in the business. Even if it’s a positive or negative review, the answer you give to your customers it’s important. And it’s equally important to the ones that could become your customers.

Do customers expect responses to their reviews?

Let’s imagine for a second that you go on a date with a beautiful girl, bring her flowers and have a nice dinner because you really like her. When the date is over she thanks you, gives her gratitude and you don’t even thank her for her appreciation … What would happen next?

Now let’s get back to you. If you wouldn’t thank your customers you would find yourself in the previous situation. You need to gain the trust of your customers … in order to build a relationship, a professional and friendly one so they will return to you.

Just to say it, YES, your customers expect you to answer to their reviews, to be more precise 52% of them do. It’s your way of saying ”Thank you for trusting us to offer you the experience of your lifetime” (if the review was positive) or “We will do our best to offer better services, to exceed your expectations – in a good way – and to offer something in exchange for the things that went wrong” (if the review was negative).

If you’re not quick to engage and respond, one of your competitors might be.

Nearly all experts agree it’s essential to respond to customers’ concerns quickly and the general consensus is within 48 hours. Also, researchers prove that responding to negative feedback online benefits companies. According to Harvey survey, 68% of customers that left these negative reviews got a response, and 18% of these people became loyal customers as a result and made additional purchases from the company.

Don’t forget that bad review is better than no review at all (as long as you respond properly).

With great power comes great responsibility.

Top 5 things you need to do when you receive a review

  1. Respond as quickly as possible and thank your customer for the feedback. As I mentioned before, responding is the key. Time is also important. What importance does it make if you answer a review you received 6 months ago?
  2. Respond in a positive and professional way that reflects well of you, your products and your brand. You need to remember that the customer is always right and you are wrong even if that not true at all.You must be respectful, polite and show empathy. Common courtesy goes a long way.

Social Media is a public space and your answers can be read by many people and upon these, they can make an idea. Your responses show how caring and thoughtful you are and your company engages friendly.

For positive comment – “Thank you for taking the time to share your comments. We are delighted to hear that you enjoyed your tour with us and Mihai! Hope to see you again!”

For negative comment – “I am really sorry that you had such a bad experience. Can you tell me exactly when you visited us and what time? Please let me know so I can look into and I’d be happy to make up for the bad experience any way I can. I can be reached by email at john@example.com”

  1. Be concise. You don’t need to describe and to reveal too much in your response. Short and concise is always better.
  2. Focus on your product and service, not the reviewer. Don’t argue with your customers. Remember that reviews are people’s opinions about the services you provide and you must discuss the services and not about themselves.
  3. Throw in a little marketing. If they take off their time to give you feedback it’s a great opportunity to get them engaged. Offer them insights. Mention behind-the-scene reasons they should come back to you.“Did you know about our newest one-day tour at 50% off for old customers?

Infographic- how to respond to online reviews

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