What’s your review response process like… are you all over it or is it pretty ad-hoc? Today’s activity gives you an opportunity to get back on track with your review responses.
Why bother responding to reviews?
Having unique and thoughtful responses to all of your online reviews demonstrates to both past and future customers that you care about your customers’ experience and that you value their feedback. Even negative reviews, although painful and frustrating, present you with an opportunity to demonstrate your excellent customer service through a well crafted reply.
The most important thing to remember about online review responses is that your words are not only addressing the reviewer but ALSO any potential customers who are researching your business. The potential future customers who are doing their research on your business will look to your reviews for social proof. If you do not monitor and respond to online reviews you risk ruining your first chance at a good impression.
No copy and paste responses
Today, go through every review your business has received on Google, Facebook, TripAdvisor and wherever else you appear and write a response to each and every one. It’s important to note that we’re not talking about a quick “Thank you” message. A copy-and-paste response does nothing to show off your unique business personality. Write a 2-3 sentence response that acknowledges something that the reviewer has said in their testimonial and expands on it where possible. For extra guidance, take a look at our coach Claire’s step by step method for responding to reviews.
Review response example
Reviews are a great way to share extra information about your business and services. So if your customer says “My original order wasn’t quite the right fit so I exchanged it for a different size and couldn’t be happier. Thank you!”, you can use this as an opportunity to talk about your flexible returns policy, “We’re so pleased to hear that you’re so happy with this piece! We understand that shopping online can be tricky which is why we offer free returns on all our items. We want all our customers to look and feel absolutely smashing in their new outfits!”
You can’t control what your past customers say about you online. But every review provides you with an opportunity to demonstrate the gracious and helpful character of your business.
This article first appeared on tourismtribe.com on the 26th August 2021.