In today’s business landscape, online reviews hold a great amount of credibility. In fact, almost 95% of shoppers read reviews before making a purchase. How you reply to your company’s online reviews is just as important. The internet is public and information is so readily accessible and vulnerable. Customers will see and consider your responses, so make sure they’re professional and helpful.

Here are the best practices when replying to your online reviews: 

Negative reviews 

Negative reviews can be hard for business owners to see, making it difficult to respond professionally. Understand it’s nothing personal, many reviews can offer valuable feedback your company can use to make improvements. Either way, taking criticism well – no matter how hurtful – is vital. Regarding negative reviews, it’s important to be engaged, understanding, and helpful. You want reviewers to feel you hear them and care about what they say.

There are three things you should keep in mind when you reply to a negative review: 

  1. Say thank you

Show readers you appreciate their feedback, no matter how jarring it may be. 

  1. Apologize.

Being vulnerable, genuine, and apologetic to your customers will show that you care about their experience. 

  1. Take responsibility.

Own up to your mistakes and avoid making excuses will help you earn customers respect. Reassure customers that your company holds its employees to high standards and aims to grow from its mistakes. 

Positive reviews 

While responding to a positive review may seem pointless, it’s actually a great way to stay in contact with customers and nurture relationships that support your company. If a customer takes the time to write you a glowing review, you should take the time to reply. 

Here are three ways you can respond to a positive review: 

  1. Say thank you.

If a customer compliments your services in person, you thank that person; the same applies when you receive a compliment online. It’s common courtesy. 

  1. Tell customers you appreciate them.

Make sure you let your customers know how much you appreciate their support and feedback. Tell them you value them and would love to see them again.

  1. Keep it positive.

If someone leaves a positive review, it only makes sense to keep your response positive. Being upbeat and excited will show how much you appreciate the interaction you have with customers. 

It can be challenging keeping up with your online reviews. ReviewMaxer makes managing your online reviews easy and improves your online reputation. Want to learn more about it? Watch a free demo video here!


Featured photo by Jon Tyson on Unsplash

Leave a comment:

How does your business compare?

Use our free Review Scan to generate an instant reputation report and see how your business appears on local review sites.