How to reply to a positive or a negative review? Why it is important?
Maintaining a strong online reputation is crucial for the continued growth of your business. Within our Reputation Tab, you can access the reviews and ratings submitted by your clients for each of your locations. This valuable feedback empowers you to make informed, data-driven decisions.
Building a connection with your customers is essential, and one effective way to achieve this is by actively responding to reviews. Begin by addressing negative reviews to resolve any issues and mitigate conflicts. Once you have handled these, shift your focus to the positive reviews, expressing gratitude to your customers for their support.
How to reply to positive reviews?
- Be polite and personal.
- Thank you for the review and the support.
- Don't sell more.
- Keep it short.
How to reply to negative reviews?
- Be polite and try to figure out the reason for the bad review.
- Apologies when the client has the reason.
- Try to get in touch with the client in order to change the experience. Bad reviews cannot be deleted, but you can try to turn the negative experience into a good one.
- Show how you are going to fix the possible error.
- Don't get mad or attack the person who left the review.
For further tips, have a look at the Google article.