Why You Should Respond to All Reviews

1. Why You Should Respond to All Reviews
Your reputation is EVERYTHING! With the power of social media and the internet, it is
crucial that you are listening to your audience. Take the time to respond to all reviews
both good and bad.
Respond to Praise
A lot of business owners feel that they only need to respond to negative criticisms, but I
am here to tell you that you need to respond to ALL comments/reviews; good AND bad.
It is just as important to respond to positive comments as it is to negative comments.
Here is a scenario for you:
Someone says to your face, “Thank you for the outstanding service. I was treated
with respect and will do business with you and let my friends know of my
experience”
Would you just stand there and say nothing?
Of course you wouldn't. Online is the same way, if not more important, as a one-on-one
conversation (above) is just two people, but online, anyone can see that. A simple
“thank you” when a customer praises your product and/or service goes a long way.
Acknowledge the praise and let them know you appreciate their business.

2. “Thank you” says:
1. “You matter”
2. “We're listening”
3. “We appreciate you”
Put yourself in your customer's shoes, wouldn't you want to be acknowledged? Of
course you would, we all want to be heard.
Respond to Criticism
Unfortunately, a lot of business owners think if they ignore the negative feedback it'll “go
away”. Not responding to negative reviews is similar to putting a potential
client/customer that calls on hold and never getting back to them. It is telling your future
clients/customers that they do not matter. Anyone can see these comments and when
you do not respond it is sending out a message of: We don't care. This just makes the
situation worse.
Responding quickly and publicly can do a lot for your business. One is shows that you
care and you want to resolve the problem as soon as possible. Everyone makes
mistakes, we're human, but by saying a simple “I'm sorry” in a timely manner can go a
long way.
Here is an example of a good response to a negative review;
“Hi <INSERT NAME HERE>, this is <YOUR NAME>, <TITLE AT BUSINESS
NAME>.
Thank you for taking the time to give us your feedback. We value each and every
response, positive or negative, as it only helps us improve our company. We
strive for customer satisfaction and I would like to speak with you directly about
where we fell short. I can be reached at xxx-xxx-xxxx.
Thank you.”
By responding to them quickly and publicly, you not only show them that you care, but
you are showing everyone else that your company cares about its customers and are
listening. You are offering them to call you (privately) to resolve the issue. Use their
name, when available, as it personalizes your message and goes a long way.
Conclusion
It is becoming a very transparent world with social media and the growth of mobile.
Dissatisfied customers can leave their comments/reviews before leaving your business.
Unfortunately, most people would rather write a negative comment as oppose to bring it
up to a manager at the business. This is why it is crucial to keep an eye on the many
review sites and offer a quick response (within 48 hours, preferably).