It is no secret that your company’s online presence is a key factor to its success! Think of your company’s online presence as a store front. If customers are window shopping, what do you want them to see? How do you want them to feel?
A crucial element of your company’s online presence comes from reviews and how you respond to those reviews. It is important to note that when you are responding to reviews, you are not only responding to the reviewer but making an impression on anyone who reads it. It is vital that you respond to all reviews, both positive and negative! The process of responding to reviews can be tricky and a little awkward.. That is where we can help!
Below you will find a list of tips that will help guide you when responding to reviews!
Respond in a timely manner
A quick response shows the reviewer that you respect and honor their time! Responding within 24 hours of when the review was left, will show the reviewer you are grateful for their review!
Use the reviewer’s name in your response
Using the reviewer’s name in your response will show that you are being personable while giving the impression that you are talking directly to them!
Repeat relevant keywords mentioned by the reviewer
Because SEO and Google reviews go hand in hand, responding with relevant keywords will assist in the performance of your SEO.
Thank the reviewer for their feedback
Thanking the reviewer for their feedback when responding to both positive and negative reviews shows you are thankful for feedback, regardless of the rating.
Show authenticity and kindness
Showing authenticity and kindness in your response will tell the reviewer, and anyone who reads it, that there is a real person behind the screen… and not a robot!
Encourage the reviewer to share their positive experience with others
Use your positive reviews as a marketing tool. Ask the reviewer to share their experience with family and friends!
Acknowledge the reviewer’s concern and provide someone offline that can help
When you receive a negative review, acknowledging the issue and working towards a 1:1 conversation will allow the reviewer to feel taken care of and feel that their concern did not go unnoticed.
Online reviews heavily influence what others think of your company! By applying these best practices when managing your reviews, you will positively impact your company’s online presence!
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