I can’t stress enough how important it is to take the time to respond to every online review – good and bad. We want to make it easy on you by giving you some example responses. Don’t have time to do it on your own? Hire a third party, it’s that important.
Here are three simple steps to respond to customer reviews with examples:
Make sure you let the reviewer know that you appreciate their feedback (good or bad).
“Thank you [insert name] for taking the time to leave us a review’
“Thank you so much for your feedback”
“[Name], thank you for leave us a five-star review’
“We appreciate you leaving us such an excellent review”
Affirm what they said within your response. Using cues within the review, your response should acknowledge what they shared and expand on that.
“We are so glad you enjoyed our baked ravioli. That is our most popular dish”
“Our cupcakes are made from scratch daily, that’s why they are so moist”
“We loved hearing that you enjoyed your celebrating your anniversary with us”
“Mike has been with us for over 10 years and loves taking care of our customers”
3. Insert value
Here’s your chance to win that customer over. No matter if the review is positive or negative you want to give them a reason to come back.
“Our Happy Hour is 3-5 daily, we’d love for you to come back and try our other margaritas”
“Chef Sue has a new special every Friday we hope to see you again”
“If you love our sliders you’ll have to try our sampler platter”
“We have a new fall special on all our new arrivals”
There’s a lot of research to show just how much reviews impact your business. Not checking your Yelp, Facebook Recommendations, or Google Business Reviews can be detrimental to your business. That’s why we call it reputation management and why we’ve devoted so much time informing our clients on the right way to how to respond to reviews.
By responding to each and every review you’re telling your potential customers that you truly care how your business is perceived. If you’re in the business of creating life-long customers like we are, managing and responding to reviews just comes naturally.