Tips for responding to reviews.

Customer reviews, whether positive or negative, should always be acknowledged. Responding to reviews shows that you value your customers and their feedback, even though it can be a time-consuming and sometimes difficult process. This builds trust and shows that you care, while demonstrating a strong commitment to superior customer service. Because reviews heavily influence other customer’s purchases, managing and responding to customer reviews should be an integral part of your customer service and online marketing programme. The bottom line is, you should consistently stay engaged with customers.

In general, positive reviewers should be thanked, and negative reviewers should be given the best customer service to help resolve their issue. You can develop a sound strategy or basic guideline for your responses, but remember to always customise each reply so that it is unique. Copying and pasting a generic reply isn’t going to help you, but having a guideline will help save time and it will prevent you from going astray if you’re feeling any frustration. You should always respond in a friendly, professional and positive way.

Responding to positive reviews

You may think that because the customer is happy and leaves you a 5 star review that you don’t need to respond. Think again. Positive reviews are often neglected, mistakenly so. Don’t only focus on negative reviews and damage control – positive reviews need your attention too. You can make the customer even happier and possibly turn them into a raving fan if you do reply. This will likely result in repeat orders from that customer, as well as attract new customers. Here are our tips for responding to positive reviews:

• Respond promptly

Although the review is positive, you shouldn’t hesitate to reply. Reinforce the customer’s delight by responding quickly to their review. This shows that you’re invested in their feedback and are grateful for their review. You never know, your prompt response might catch them live and encourage them to reply with even more positive comments – bonus!

• Acknowledge them by name

Don’t use common greetings like “Hey there” if you know the customer’s name. Always greet them using their name for a genuine approach. Better yet, end your response with your name as well!

• Show appreciation

Express gratitude and appreciation by thanking them for their review. This is the main reason for your response.

• Provide additional value

If possible, reward the customer with something a little extra. This could be in the form of a coupon, or giving them early access to one of your other products. Get creative!

• Encourage them to spread the word

Simply ask them to share their review, or ask their permission for you to share their review. Sharing reviews is great for advertising and creating loyal advocates!

Responding to negative reviews

You may be terrified of negative reviews, but the reality is, it’s simply impossible to receive only 5 star reviews. Negative reviews present you with the opportunity to show off your excellent customer service in a public space. It will also be a learning curve for your business and highlight where you can improve. You never want to leave customers feeling dissatisfied with their purchase or the service they received – your goal is to resolve the issue while keeping your reputation intact. Dissatisfied customers are unlikely to return to your store, but you can turn the situation around by simply responding. Here are our tips for responding to negative reviews:

• Evaluate the review

Instead of replying in the heat of the moment, take some time to perform an investigation into the matter. Truly listen to what the customer has to say, then present the facts in a friendly, logical manner without getting emotional.

• Respond publicly

If the customer leaves a public review, then you should respond in public. Don’t respond privately via email or direct message, for example. Let all of your customers see your excellent customer service, as well as the fact that you value accountability and transparency.

• Apologise and be transparent

Take complete ownership of the customer’s negative experience. Apologise, show empathy and let them know that you will correct the problem as soon as possible. If you made a mistake, be transparent and own up to it. It’s impossible to be perfect, but you need to take responsibility for your mistakes or subpar service. Don’t be defensive, or try to shift the blame, or make excuses, or be confrontational in any sort of way.

• Ask questions if you need to

Some negative reviews can be so vague that you don’t know what the problem really is. In this case, ask a few questions to get more info.

• Offer solutions

You need to provide an actual solution to the customer’s problem and actively work towards resolving the complaint. If you just write an apology to the customer, then you aren’t properly responding to the review.

• End your response with your name

This small detail won’t go unnoticed. When a customer realises that you are a real person, not a robot, they generally become nicer and easier to work with.