Do’s and don’ts: best practices for responding to reviews
In this blog post, we’ll be exploring the do’s and don’ts of responding to reviews, so that you can maximize their potential
Written by MyRevue Talks
Updated on 07/01/2023
<!-- x-tinymce/html --><p>We all know how important reviews are to the success of a business. But do you know how to respond properly and effectively to reviews when they come in? It’s not enough to just write back a generic response. You need to take into account both the positive and negative feedback, so that your replies accurately reflect your brand values and customer service ethos. In this blog post, we’ll be exploring the do’s and don’ts of responding to reviews, so that you can maximize their potential for increasing your customer satisfaction levels.<br><br></p>
<h2><b>Do's<br><br></b></h2>
<p>When responding to a positive review, thank the reviewer for their kind words and let them know you’re glad they enjoyed their experience. If there’s anything you’d like to clarify or further elaborate on, feel free to do so in a polite and professional manner.<br><br>For negative reviews, first and foremost, keep your cool. It can be difficult to read criticism of your business, but it’s important to remember that not every customer is going to have a perfect experience – that’s just the nature of customer service. Thank the reviewer for their feedback and take any constructive criticism to heart. If there’s something you can do to improve the situation, let the reviewer know what steps you’ll be taking. And if there’s nothing you can do (or if the issue has already been resolved), simply apologize and move on.</p>
<h2><br><b>Don'ts</b></h2>
<p>When it comes to responding to reviews, there are a few things you definitely shouldn’t do. Here are some of the most important don’ts to keep in mind:<br><br>-Don’t take reviews personally. It’s important to remember that reviews are not a reflection of you as a person, but rather of your business.<br><br>-Don’t get defensive. It can be tempting to want to defend yourself when someone leaves a negative review, but this will only make the situation worse.<br><br>-Don’t ignore reviews. Ignoring reviews will only make customers think that you don’t care about their feedback.<br><br>-Don’t delete negative reviews. Deleting negative reviews will only make customers think that you’re trying to hide something. If you must delete a review, make sure to explain why in a public statement.<br><br></p>
<h2><b>Best practices<br><br></b></h2>
<p>When it comes to responding to reviews, there are some best practices you should follow in order to ensure that your responses are professional and helpful.<br><br>First, take the time to read the review carefully. This will help you understand the customer's perspective and determine what, if anything, you can do to address their concerns.<br><br>Next, craft a response that is polite, professional, and helpful. Thank the customer for their feedback and let them know that you're working to resolve their issue.<br><br>Finally, be sure to follow up with the customer after you've made changes based on their feedback. This shows that you're committed to providing a great experience for all of your customers.</p>
<h2><br><b>How to respond to negative reviews<br><br></b></h2>
<p>When it comes to responding to negative reviews, there are a few key things to keep in mind. First and foremost, remember to remain professional and courteous at all times – no matter how upset you may be. It’s also important to avoid getting into a back-and-forth argument with the reviewer, as this will only make the situation worse.<br><br>Here are a few specific tips on how to respond to negative reviews:<br><br>1. Thank the reviewer for their feedback.<br><br>2. Apologize for any inconvenience or issues that they experienced.<br><br>3. Offer to make things right by providing compensation or a resolution.<br><br>4. Ask the reviewer to contact you privately so that you can address their concerns directly.<br><br>5. Keep your response short and to the point – no need to get into a long winded explanation of what went wrong.<br><br>6. Avoid sounding defensive or making excuses – simply take responsibility and express sincere remorse.<br><br>7 .Edit your response before hitting “send” – make sure it’s well-written and free of any typos or grammatical errors.</p>
<h2><br><b>How to respond to positive reviews<br><br></b></h2>
<p>When you receive a positive review, it is important to take the time to respond. A personal and prompt response shows that you are engaged with your customers and care about their experience.<br><br>Here are some tips for responding to positive reviews:<br><br>1. Thank the customer for their feedback and let them know that you appreciate their support.<br><br>2. If appropriate, offer a discount or coupon code for future purchases as a way of saying thank you.<br><br>3. Share the review on social media and other channels to help spread the word about your business.<br><br>4. Use positive reviews as an opportunity to upsell or cross-sell related products or services.<br><br>5. Take the time to address any concerns or issues that the customer may have raised in their review so that you can turn a negative into a positive.<br><br>By following these tips, you can ensure that you are making the most out of positive reviews and showing your customers that you value their feedback.</p>
<h2><b><br>Takeaway<br><br></b></h2>
<p>If you’re like most business owners, you want to do everything you can to ensure that your customers are happy. That’s why it’s important to take the time to respond to online reviews, both good and bad.<br><br>By taking the time to craft a thoughtful response, you can show potential customers that you care about your business and your reputation. But before you start responding to reviews, there are a few things you should keep in mind.<br><br>Here are some dos and don’ts of responding to online reviews:<br><br>Do…<br><br>• Thank the customer for their feedback, whether it’s positive or negative.<br><br>• Take the conversation offline if possible. If a customer has left a negative review, reach out to them directly and see if there’s anything you can do to resolve the issue.<br><br>• Be professional and courteous in your responses. Even if the review is negative, remember that the customer is still giving you an opportunity to improve your business.<br><br>Don’t…<br><br>• Respond defensively or argue with the customer. This will only make matters worse and reflect poorly on your business.<br><br>• Ignore negative reviews. If you don’t respond, potential customers will think you don’t care about your business or your customers.</p>