Do's and Don’ts - Responding to Reviews. What any business owner need to know.
Updated: Jan 5, 2021
Responding to your customers is one of the best "FREE" marketing tools out there, but it requires a bit of strategy because reviews can be tough. We all know that not every review is five stars. Whether the reviews are good or bad, it shows people what to expect from you when it comes to your businesses customer service. It also shows that you care about your customers in a very public way.
Below are some Do's and Don’ts for responding to reviews which will help you navigate even the trickiest ones:
1 Always start by thanking the reviewer for providing feedback about their experience regardless of the timeframe.
Do: Respond to every review, even the positive ones.
2 Always highlight something positive they said in the review. Do: Select your review response method intentionally. 3 Always address any concerns or share your business philosophy.
Don’t: Lose your cool when responding.
4 Always invite them back or with a way to continue the conversation offline, like a direct message, your email, or phone number .
Remember, each response helps reflect your customer service practices and helps builds confidence in consumers both current and potential new consumers.
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