These five tips for responding to online reviews will help you navigate even the trickiest customer feedback.
Key business takeaways
- Respond to every customer review
- Select your review response method intentionally
- Respond promptly
- Keep your cool when responding
Did you know that according to BrightLocal, 88% of consumers are more inclined to choose a business if they see the owner responding to reviews? It’s not just about what people say about your business anymore, but also about how you react to them. By responding to reviews, you’re showing your customers that you genuinely care about their experiences. It’s a chance to showcase your exceptional customer service skills and establish trust with potential customers. However, mastering the art of reviewing responses requires a well-thought-out strategy.
Not every review has a glowing five-star rating, and it can be disheartening when someone fails to acknowledge your hard work. But take solace that you’re not alone in experiencing this. Customer loyalty goes beyond just the number of stars you receive, and believe it or not, critical feedback can be beneficial.
Negative reviews present an opportunity for growth and learning. No matter the nature of the review, even if we haven’t done anything wrong, it’s still a valuable teaching moment. Make it a point to address every single review and express our gratitude.
If you find yourself grappling with how to respond to customer reviews, fret not. We’ve covered you with helpful tips that will guide you through even the most challenging feedback.
- Try to respond to all your positive or critical reviews.
Don’t miss out on the opportunity to engage with your customers by responding to their reviews, whether they are positive or critical. Just like you would thank someone for a compliment in person, it’s important to show gratitude for positive feedback on your NavigateGhana Page. By doing so, you are extending your excellent service and acknowledging your biggest fans. On the other hand, responding to critical reviews is equally important as it helps you identify areas for improvement in the customer experience and demonstrates your commitment to taking action.=
Although it may seem daunting, the benefits are well worth it. According to a recent survey, 56% of respondents said that an owner replying to customers’ reviews would increase their trust in the business.
With your NavigateGhana Business account, you can respond to your customers and let them know that you value their kind words or constructive criticism. Additionally, positive reviews should be celebrated! Share them with your staff’s social media networks, and even use them as a free marketing tool to promote your business. Remember to ask for permission before using your customer’s feedback in promotional materials.
- Carefully consider and choose how you will respond to reviews.
There are two ways to respond to reviews on NavigateGhana: through public comment or a direct message.
When you leave a public comment, it will be visible to anyone who visits your NavigateGhana Page. This means that not only the reviewer will see your response but also potential customers interested in your business. It’s an excellent opportunity to show appreciation to the reviewer and engage with other potential customers.
On the other hand, a direct message works like an email conversation between you and the reviewer. It allows for a more personal and direct communication. It’s a fantastic way to gather more information and have a meaningful conversation with the customer. If you’re responding to a positive review, a public comment is a wonderful way to express gratitude and acknowledge the reviewer’s experience. Make sure to personalize your response by mentioning the reviewer’s name and highlighting a specific detail from their review.
However, in some cases, especially when addressing critical feedback, it may be more appropriate to follow up with a direct message. We suggest starting with a public comment tailored to the review and then sending a direct message. This way, other users can see that you are taking the time to address concerns. You can also use the direct message to gather more information about the customer’s experience. Remember to maintain a professional tone and avoid argumentative or aggressive language.
Here’s a pro tip: If you’re short on time and can’t write a personalized public comment for every positive review, at least send a direct message to thank you. It’s a small gesture that goes a long way in showing your appreciation.
- Timely responsiveness is crucial in addressing inquiries promptly.
In building a reliable online reputation, being prompt is critical. By delivering timely responses, you show that you value and prioritize the happiness of your customers.
In a recent survey, a business owner shared their perspective, emphasizing the significance of how people perceive and interact with your business. They highlighted the importance of promptly acknowledging customers and expressing gratitude for their feedback. According to them, when a company takes the time to respond and say, “Thank you for taking the time to write a review,” it truly makes a lasting impression. This simple appreciation can make customers more inclined to choose a business that values their input and actively engages with them.
- Maintain composure while responding.
It’s only natural to feel defensive when receiving critical feedback about your business. Instinctively, you might want to defend yourself and point out every flaw in the review. Nevertheless, it’s crucial to pause for a moment before responding. If you have something positive to say, express it promptly. However, if you don’t, take a deep breath. Remember to take the higher road when responding. Your words have the potential to either enhance or harm your brand’s reputation and alienate potential customers. Stay professional in your response, address the issue publicly, and then provide your contact information to continue the conversation offline.
When you resolve an issue privately, don’t forget to leave a public comment acknowledging that you addressed the concerns. This will demonstrate to future customers that you take feedback seriously and prioritize exceptional customer service. Notably, 88% of review readers claim they are more inclined to overlook a negative review if they see that the business has adequately responded and resolved the matter.
- Crafting a review response can be made effortless by adhering to this simple formula.
Begin by expressing gratitude to the reviewer for sharing their feedback regarding their experience. Please highlight a specific detail from their review, such as the customer’s name, something they are excited about, or an issue we’re working on. Address any concerns, take responsibility if needed, and share your business philosophy If needed, conclude by inviting them back or with a way to continue the conversation offline, like a direct message, email, or phone number.
Engaging with reviews is an excellent method to engage with your customers online actively. It showcases your commitment to customer service, instils trust in potential buyers, and enhances the overall customer journey.
