How To Respond to Online Reviews (Good and Bad)
93% of surveyed shoppers make buying decisions based on online reviews. That's a huge percentage! If you run a business, your reviews are vital to your success.
You may think you're guaranteed only positive reviews because your products or services are fantastic, so you shouldn't bother monitoring them. In reality, knowing how to track and respond to online reviews is essential. One negative review can have a significant negative impact.
You need a reputation management strategy in place, and you need to know what to do when positive or negative reviews start appearing. Let's talk about it! Read on to learn all about responding to online reviews (good and bad).
There are many reasons you, as a business owner, should respond to both positive and negative reviews. That's right, even positive reviews deserve responses!
While responding to positive reviews becomes less valuable over time, early responses help establish you as responsive and kind.
Responding to negative reviews is important in the long term.
Here are a few (but not all) reasons it's important for business owners to respond to both positive and negative online reviews.
Your reputation is everything as a business owner.
You could have the best products or services, but if you have a bad reputation, you still won't gain customers.
Public opinion is a key driver of your success.
Let's say you're not paying much attention to your reviews, and they're trending negatively.
Your star rating has gone down.
Every low rating or negative review signals to potential customers that your business isn't worth using.
When you respond to negative reviews, you show customers that you're making an effort to improve.
Even if nothing needs improvement, you're clearing the air so that the commenter doesn't have the final word.
When you respond to positive reviews, you show customers you're listening.
Both of these will significantly improve your business's reputation and online brand.
Part of owning a business is building relationships and trust with your customers.
Responding to reviews (both negative and positive) is a great way to do that.
When you respond to someone who's upset with your products or services, you show them you want to make it right (or at the very least, explain the situation).
Someone who was previously angry may calm down and view you and your business more favorably. You can regain their trust.
Think of reviews as a gift.
Even negative reviews are opportunities for growth, so view them that way.
They may feel like personal attacks (and in some rare cases, they may be), but they're learning experiences.
When you actively engage with a negative review, you're letting an unhappy customer teach you something that may improve your business.
At the very least, you're learning an important lesson in politely and respectfully communicating with others.
Responding to online reviews is tricky. There are infinite possible responses you can give, but if you want to make a good impression, you have to be careful.
Remember, you're representing your business. Your response will shape how customers perceive you and may influence whether they choose to do business with you.
Here are a few helpful tips that can improve your responses to online reviews.
It's important to respond as quickly as possible (without being too rash).
When you let a negative review go unaddressed for too long, more people will see it, which is harmful to your reputation.
You may also forget about it. It's easy for reviews to slip your mind when you have so many other responsibilities as a busy business owner.
Take a moment to decide how you will respond.
While you should respond quickly, don't let yourself be careless.
Give yourself time to cool off (if the review was inflammatory) and decide on the best response.
Ignoring bad reviews won't make them disappear, especially if you don't have many reviews to start with.
Even if you're feeling anxious, responding within a few days (or sooner) is a good move. Get it over with.
When you get a review, try to take something from it.
If the review is positive, note what you're doing right and make a point to continue doing it (or even expand on it).
If the review is negative, determine what you can change.
In some cases, negative reviews aren't actually your fault, but don't jump to that conclusion right away.
Politeness is key when responding to online reviews, whether positive or negative.
Even if a review is downright mean or inappropriate, you need to stay as professional as possible.
You have your reputation to consider.
While it's tempting to respond to negative reviews with the same energy the customer used, you're running a business. Consider how that would appear to others.
And remember, your response is public, so it's best to take the high road.
This can also help you diffuse the situation.
Often, people who leave negative reviews simply want to know that someone is listening to their concerns.
When you respond with kindness, their motivation to "fight it out" may dissipate, and they may open themselves up to a rational, calm interaction.
Use restraint.
Some brands can get away with "sass" in their responses, but it is a risky move, and that sass must be part of their existing brand image. It's also carefully crafted, not just an "off-the-cuff" remark.
For both positive and negative reviews, it's best to be brief (while still being thorough).
For positive reviews, a quick "Thanks!" and perhaps a CTA (such as asking the customer to tell their friends or to check your shop later for new products) is often enough to make an impact.
Most people don't expect a response to positive reviews, so you will stand out.
For negative reviews, you will need to go into more detail, but not too much.
Make sure you address the problem, apologize, and give your customer steps to take.
It's often best to save longer conversations for private messages or emails so you don't draw undue attention to the review, while still paying sufficient attention to the customer.
If you are defending your business against a troll comment, you may need to provide more detail, but do so enough to clear the air.
Remember that most people won't sit and read long comments, so you don't gain anything from writing several paragraphs in response.
If someone leaves a negative review (and it's legitimate), you have a great opportunity to make things right.
How will you do that?
Again, it's often best to move this conversation to a private message or email so you can fine-tune your next steps to the disgruntled customer's needs.
Sometimes being heard is enough, and the customer won't want anything else. Telling them you'll make changes to prevent the problem from happening again can be reassuring.
In other cases, you may want to offer a coupon, a replacement item, or a service (depending on what your business offers).
Note that discounts, replacements, or "freebies" might seem bad for business, but this isn't the case if it means salvaging your reputation and making a customer happy.
Customers value honesty and authenticity. While you should be professional in all of your responses, you should also be human.
Many customers respond negatively to responses that seem too "corporate" because they come across as inauthentic.
Connect with your customers, and you'll gain their trust.
Learning how to respond to online reviews is tough, and it will be a trial-and-error process.
As you progress, you'll discover the best ways to communicate with both satisfied and dissatisfied customers while maintaining your professionalism and reputation.
Regarding your reputation, do you need a reputation management strategy?
We want to help. Learn more about our services so we can start working together today.
You may think you're guaranteed only positive reviews because your products or services are fantastic, so you shouldn't bother monitoring them. In reality, knowing how to track and respond to online reviews is essential. One negative review can have a significant negative impact.
You need a reputation management strategy in place, and you need to know what to do when positive or negative reviews start appearing. Let's talk about it! Read on to learn all about responding to online reviews (good and bad).
Why Is It Important to Respond to Reviews?
There are many reasons you, as a business owner, should respond to both positive and negative reviews. That's right, even positive reviews deserve responses!
While responding to positive reviews becomes less valuable over time, early responses help establish you as responsive and kind.
Responding to negative reviews is important in the long term.
Here are a few (but not all) reasons it's important for business owners to respond to both positive and negative online reviews.
It Improves or Solidifies Your Online Reputation
Your reputation is everything as a business owner.
You could have the best products or services, but if you have a bad reputation, you still won't gain customers.
Public opinion is a key driver of your success.
Let's say you're not paying much attention to your reviews, and they're trending negatively.
Your star rating has gone down.
Every low rating or negative review signals to potential customers that your business isn't worth using.
When you respond to negative reviews, you show customers that you're making an effort to improve.
Even if nothing needs improvement, you're clearing the air so that the commenter doesn't have the final word.
When you respond to positive reviews, you show customers you're listening.
Both of these will significantly improve your business's reputation and online brand.
You'll Build Trust and Relationships
Part of owning a business is building relationships and trust with your customers.
Responding to reviews (both negative and positive) is a great way to do that.
When you respond to someone who's upset with your products or services, you show them you want to make it right (or at the very least, explain the situation).
Someone who was previously angry may calm down and view you and your business more favorably. You can regain their trust.
You'll Give Yourself an Opportunity to Grow and Learn
Think of reviews as a gift.
Even negative reviews are opportunities for growth, so view them that way.
They may feel like personal attacks (and in some rare cases, they may be), but they're learning experiences.
When you actively engage with a negative review, you're letting an unhappy customer teach you something that may improve your business.
At the very least, you're learning an important lesson in politely and respectfully communicating with others.
Some Tips for How to Respond to Online Reviews
Responding to online reviews is tricky. There are infinite possible responses you can give, but if you want to make a good impression, you have to be careful.
Remember, you're representing your business. Your response will shape how customers perceive you and may influence whether they choose to do business with you.
Here are a few helpful tips that can improve your responses to online reviews.
1. Respond Quickly
It's important to respond as quickly as possible (without being too rash).
When you let a negative review go unaddressed for too long, more people will see it, which is harmful to your reputation.
You may also forget about it. It's easy for reviews to slip your mind when you have so many other responsibilities as a busy business owner.
Take a moment to decide how you will respond.
While you should respond quickly, don't let yourself be careless.
Give yourself time to cool off (if the review was inflammatory) and decide on the best response.
Ignoring bad reviews won't make them disappear, especially if you don't have many reviews to start with.
Even if you're feeling anxious, responding within a few days (or sooner) is a good move. Get it over with.
2. Learn From Your Reviews
When you get a review, try to take something from it.
If the review is positive, note what you're doing right and make a point to continue doing it (or even expand on it).
If the review is negative, determine what you can change.
In some cases, negative reviews aren't actually your fault, but don't jump to that conclusion right away.
3. Be Polite
Politeness is key when responding to online reviews, whether positive or negative.
Even if a review is downright mean or inappropriate, you need to stay as professional as possible.
You have your reputation to consider.
While it's tempting to respond to negative reviews with the same energy the customer used, you're running a business. Consider how that would appear to others.
And remember, your response is public, so it's best to take the high road.
This can also help you diffuse the situation.
Often, people who leave negative reviews simply want to know that someone is listening to their concerns.
When you respond with kindness, their motivation to "fight it out" may dissipate, and they may open themselves up to a rational, calm interaction.
Use restraint.
Some brands can get away with "sass" in their responses, but it is a risky move, and that sass must be part of their existing brand image. It's also carefully crafted, not just an "off-the-cuff" remark.
4. Keep It Brief
For both positive and negative reviews, it's best to be brief (while still being thorough).
For positive reviews, a quick "Thanks!" and perhaps a CTA (such as asking the customer to tell their friends or to check your shop later for new products) is often enough to make an impact.
Most people don't expect a response to positive reviews, so you will stand out.
For negative reviews, you will need to go into more detail, but not too much.
Make sure you address the problem, apologize, and give your customer steps to take.
It's often best to save longer conversations for private messages or emails so you don't draw undue attention to the review, while still paying sufficient attention to the customer.
If you are defending your business against a troll comment, you may need to provide more detail, but do so enough to clear the air.
Remember that most people won't sit and read long comments, so you don't gain anything from writing several paragraphs in response.
5. If It's Negative: Make It Right
If someone leaves a negative review (and it's legitimate), you have a great opportunity to make things right.
How will you do that?
Again, it's often best to move this conversation to a private message or email so you can fine-tune your next steps to the disgruntled customer's needs.
Sometimes being heard is enough, and the customer won't want anything else. Telling them you'll make changes to prevent the problem from happening again can be reassuring.
In other cases, you may want to offer a coupon, a replacement item, or a service (depending on what your business offers).
Note that discounts, replacements, or "freebies" might seem bad for business, but this isn't the case if it means salvaging your reputation and making a customer happy.
6. Be Authentic and Empathetic
Customers value honesty and authenticity. While you should be professional in all of your responses, you should also be human.
Many customers respond negatively to responses that seem too "corporate" because they come across as inauthentic.
Connect with your customers, and you'll gain their trust.
Responding to Online Reviews Is Essential
Learning how to respond to online reviews is tough, and it will be a trial-and-error process.
As you progress, you'll discover the best ways to communicate with both satisfied and dissatisfied customers while maintaining your professionalism and reputation.
Regarding your reputation, do you need a reputation management strategy?
We want to help. Learn more about our services so we can start working together today.
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