A customer might feel uncomfortable if you ask them such questions, or perhaps, they might feel a review thread is too public a forum for disclosing such information. Delay responses for positive reviews. Share the good news of the good reviews on your social channels—people who follow you but don’t do business with you (yet) might be prompted to look more into your services or products. Regards, Be genuine, build their trust, and make them want to visit your establishment yet again. It could be anything: asking them to share their experience with their friends, sign up for another appointment, or find you on social media… It’s up to you and your business goals! We really appreciate your business. You get angry, defensive, and annoyed just as if someone were personally attacking you. 7. Affordable, helpful and GREAT at their job”, kinda reviews. All those meetings, early mornings, and late nights can be instantly deflated by just one bad review. Reviews are often left immediately following a purchase, visit, or specific experience. So it’s always important to focus on positive reviews, responding appropriately, and building relationships with your customers. Make it feel natural. Make it feel natural. That being said, it's essential to know the pinch point. This customer enjoyed their experience with the business so much that they actually took a chunk of their personal time to tell you, and subsequently the online world, all about it! 409 13th St., Unit 300, Oakland, CA 94612. These are the promoters of your business – the people who rave about your company and want to tell their friends about it. 1. Whereas, not responding to positive reviews can make you look like you only care to address patients when there’s a damage to your reputation. It could be anything: asking them to share their experience with their friends, sign up for another appointment, or find you on social media… It’s up to you and your business goals! After all, they didn’t have to leave you a nice review or give you feedback at all! In cases like these, make sure you leave your phone number in the one response you get to write. Cheers! Example: Thanks for the awesome review, Dan! After you receive new positive reviews, phrase your responses to hype up your cheerleaders even more and encourage them to be your own special army of free-marketing. Responding to positive reviews encourages more happy Respond to negative reviews to deal with problems and manage your online reputation. Being informal and referring to the customer by their first name can give off a very friendly vibe to someone who’s reading your response. Never go with a blunt, one-line responses like, “Hey, glad that you like us”. In fact, 86% of employees/job seekers are likely to research company reviews and ratings when deciding where to apply for a job. Responding to positive reviews is great, but if you want to maximize your success, it’s important to add in a small call-to-action. A customer who is passionate about your company is a customer who will  keep coming back and using your business time and time again. We’ve heard our steak fajitas are worth a try too… – JR [initials of responder]. Go about thanking them any way you feel like, but make sure you do it. The question must be asked, what should your response to a positive review look like? “Looking forward to your next visit with us. However, responding to happy customers is more important than ever before. So responding to reviews is key for both new and existing customers in making your brand seem personable and professional. If you say too much, the value of your words could decrease, and you might even come off a little clingy. Thanks again! Be grateful that this customer has taken the time to write you a review. This is how you should go about responding to them. This person took the time to talk about your company, so the least you can do is give them the decency of an actual human response. Click here to read Tripadvisor’s guidelines to Management Responses. Example: Thank you for the kind words, Laura! Counteract this by intentionally taking a closer look. But make sure that it’s personal. Always respond Try to AMAZON REVIEWS - ONE TRICK that BOOSTED My Sales with Amazon FBA! Responding to positive reviews increases their value. Then, share the positive online reviews so everyone can see how great your company is. To efficiently respond to positive reviews that don't contain a comment, the keys are to: Respond quickly (customers expect a response to feedback), While both positive and negative reviews are equally important, your response is arguably even more important; your response to feedback forms your reputation, so it’s essential that you work with every left opinion. Address Review responses can hold the key to making someone a loyal customer for your business, if done right. - Duration: 8:53. Example: George, thank you for the great review! Whether a review is positive, negative or mixed, by responding you show that you’re listening and you appreciate the feedback. Getting negative online reviews is tough. The number changes depending on which study you look at, but the result is always clear. They also will probably have moved on and forgotten about you if you don’t stay top-of-mind. It is just as important to know how to respond to customer reviews of a positive nature. Keep it honest, and keep it unique. Give us a call at (business phone) for booking a table, getting something delivered or for any enquiries whatsoever in the future.”, “We make a killer blueberry cupcake that you simply must try – you’ll love it if you liked our (pastry that they mentioned)!”, “We’re hosting an event called Grandparent’s Day Out at (venue name), exclusively for families and senior citizens, on July 10th. Show your appreciation and make it personal. Build your legacy one relationship at a time. Positive reviews show you who your cheerleaders are. We hope you’ll realize the importance of responding to positive reviews. 1 Those reading reviews aren’t just skimming the surface. Plus, negative reviews have actual consequences: 1. Nobody likes to read lengthy responses, keep it short and sweet.. Do your kind customers a favor and keep your message brief but impactful. Now that you’re done introducing yourself to them, make sure you ask a question or make a request that will evoke a response from them. Example: Thank you so much for your kind words, Jane. All Rights Reserved. As a business owner, there can be few things that are as rewarding as a customer telling you that they had a great experience with your business. Without these positive reviews, your professional business can be drowned by any negative reviews that come up. Negative Reviews Can Be Changed Get the good news out there for everyone to see. Be consistent when responding to a (positive) review, i.e try to keep the same tone of voice every time you engage with your customers. Once you’ve nailed down the process of asking for reviews, it’s time for you to take the next step to make the most out of your positive reviews. Negative reviews are inevitable in business but how you respond as an owner/manager speaks volumes to your customer service. Ensure the reviewer knows a real person is behind your reply by thanking them for something specific they said. Responding to customers who are already enthusiastic about your product or service helps create a loyal following and strong referral network. 71% of people are more likely to patronize a business that has responded to one of their […] Responding to positive reviews is great, but if you want to maximize your success, it’s important to add in a small call-to-action. Never ever wander into these waters. The benefits of responding to positive reviews are twofold: You attract new customers with your thoughtful, engaged responses, and you boost retention rates, which have a radical impact on your bottom line. It’s also helpful to have a Customer Relationship Management system that aggregates all your online reviews onto one platform. We’d love it if you and your family could make it!”, And to finish it off before your signature, make sure that you let them know that you’d love to see them again. In both cases, it … Take a look at these two salutations below: One of these is apparently formal, while the other sounds nice and friendly. Saying just that makes it sound robotic and perfunctory. And that is exactly why you should respond to positive reviews that you receive on your business’ listing. Existing customers are valuable and cost less to market to. “Thank you for taking the time to leave us such a nice review.”, “We are incredibly grateful that you took the time out to leave us this note.”. We usually suggest that you respond to at least 25% of your positive reviews, preferably within a two day period. Let it be known that you actually read their review. Mike Mangini Responding to positive reviews is just as crucial as addressing negative comments about your restaurant. If you own a private jet rental business, or manage a luxury hotel, for instance, then being a little formal might help you, since your customers will likely be people who are affluent and expect respect. We make it easy to add this business ritual to your weekly routine. And, less time obsessing about your local presence. We count ourselves lucky for customers like you. Responding to positive online reviews The emotional satisfaction derived from positive online reviews for your business can make your day, but it’s not enough to simply read them, smile, and feel good. That’s because you’ve invested so much into your business. Though having a generic response typed out can be an easy route, it doesn’t feel genuine to the reviewer. How to Respond to Positive Reviews Now that you can see why responding to positive reviews helps, let’s delve into how to work your response. Would you like to share your phone number so we can contact you about future deals/offers?” The more reviews you get and engage with, the better your SEO will get. You might think there’s no need to respond to positive reviews because they don’t spread across the internet and ruin your reputation like negative ones can do. The study found that when hotels started responding regularly to TripAdvisor reviews, they got 12% more reviews and their average star ratings increased. Operationally this makes sense, but because Google tends to favor reviews that are A good customer relationship means everything in the world these days, so suggest the possibility of another visit from them in a warm manner. We’re so happy you loved the Chicken Tacos and can’t wait to have you back at [restaurant name]. When you make the extra effort to be thoughtful and original in each response, you’ll help win over readers and attract more guests. With online reviews playing a bigger role in the decision-making process when travelers scout for hotels, it is more important for you as hoteliers to manage your online reputation better by responding to reviews. Responding to Google Reviews Responding to your Google reviews is important. Just remember to thank your reviewer, be timely, concise, and personal, and invite them to take action. Responding to negative reviews is a great first step, a negative review can taint your brand's online reputation and it’s important to use your response to apologize, take steps to fix the situation and guide the conversation offline if possible. No big surprise here - your business should be responding to all positive reviews. Copyright 2020 Broadly Inc. All Rights Reserved. 10/10 would recommend”, or, “I’ve never had a better experience with a moving company before! -JR. Lastly, while you’re asking reviewers to share, you should be sharing as well! “Thanks for leaving a review, and mentioning our barista Jodi. Responding to positive reviews is a great opportunity to build a connection to your brand and make people feel good about being a part of it. However, we see tons of good customer reviews given no attention at all on a regular basis. Private Label Masters Recommended for you Let’s face it – it feels great to be given a compliment and be recognized for something that you take pride in doing. Responding to positive reviews might seem easier, but what you say can mark the difference between a one-time satisfied customer or a loyal fan who can spread the word about your business. How to Respond to Positive Reviews #1 Personalized salutations How you start off your review response might play a vital role in the subconscious mind of your customer. Providing a personalized, well-executed response will help to establish a synergy of sorts between your business and your By doing this small service, you can reap big rewards and gain some loud internet cheerleaders. Let's use the following example: You own a digital advertising agency that focuses on graphic design and social media marketing campaigns for small businesses. Here are a few of the things you should keep in mind when responding to positive reviews for maximum impact: The reviewer just said something nice about your company—it would be poor manners if you didn’t thank them! So, imagine you just got one of those, “I just had these guys’ food and it tastes amazing! Examples of Positive Review Responses If Laurie, a great past customer, leaves you a positive Facebook review, here’s how you can respond: “Laurie, thank you so much for taking the time to leave this excellent review. Time is of the essence for you as the business owner. Do you live close by? Pick one that works best for your business, and go with that. It's why 30% name review responses as key when judging a business. For example, if a customer mentions the speed of service in their review, you might respond with: “We are so glad to hear that you had a great experience with us. The number one thing any business should do when they respond to positive reviews is thank the customer. If you let a positive review sit for months before responding, it looks like you didn’t care at all about it, even though your customer cared a lot about you. When you respond to a positive review, the customer who left the review feels appreciated, which increases the chance for repeat business. Some forums (like Yelp) do not allow over one response per review and discourage having a conversation thread there. Here are examples of and templates for responding to negative (and positive) reviews. A common mistake is to respond only to unhappy customers. With only 1% of users actively creating content, it’s a pretty big deal when a user creates positive content about your business (Yelp). Managing AMAZON REVIEWS is a MUST! Share great reviews with the whole team to boost employee morale! Why Responding to Positive Reviews is Worth Your Time Running a business, it can be hard to keep up with the online reviews that may be coming in daily from Yelp, Facebook, Instagram and Google — just to name a few platforms consumers use to … This way, you only have to go to one place to respond to everything. We really appreciate you taking the time out to share your experience with us—and we agree, Jordan is truly a gem to have on our team! Never, ever, ask them things like, “That’s lovely! We’re so happy your visit at _____ went so smoothly. We have a special event coming up soon, and we’d like to personally invite you to it”. Why You Should Respond to Positive Reviews Make them feel welcome, so the next time people are wondering where to go, they’ll suggest you. While responding to positive reviews is not as delicate a process as replying to negative ones, it does require that you do more than just say “thanks!” and go on your way. Happy responding! 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