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


Local businesses benefit the most from reviews. They must compete with giant corporations that can afford multimillion-dollar marketing and advertising campaigns. Because of this, local businesses have to be more strategic with managing their reviews. Reputation management is a crucial matter when it comes to generating new customers.

Here are three facts about local business reviews that you can use to your advantage:

  1. Fifty-one percent of consumers will select a local business if it has positive reviews (BrightLocal).

Consumers want to turn to local businesses for their needs. Big-box stores and corporations aren’t native to their town and lack the sense of camaraderie a local business offers. For restaurants, people assume fresher ingredients when they eat local. Local boutiques may use local designers and products. Using a local business means fueling the community. And to be a part of the local community, you have to make a name for your local business, starting with its reputation.

  1. Businesses that reply to their online reviews at least 25% of the time generate 35% more revenue (Womply).

People who read your company’s reviews and see you replying to customers will respect your promptness and efficiency in taking care of your customers’ needs. Engaging with customer reviews has a positive outcome when you keep it professional and respectful. Make it right for a customer who had an unsatisfactory experience. Did someone get the order wrong at your restaurant? Always give an apology and perhaps a coupon for that patron’s next visit. 

  1. Sixty-eight percent of people say positive reviews make them trust a local business more (BrightLocal).

Positive reviews are vital to everyone, and local businesses need positive reviews to compete with large corporations. However, it’s also important to consider the opposite effect: How can negative reviews make people distrust a local business? Managing negative reviews can be trickier than managing positive ones. Having a review management system in place helps you prevent too many negative reviews from tarnishing your online reputation.

Check out this free demo today to find out how easy it is to use ReviewMaxer to improve your local business’s online reputation.

Photo by Priscilla Du Preez on Unsplash


Whether your hair salon is big or small, it’s important to pay close attention to your online reviews. The beauty industry is heavily dependent on customer reviews because people want to know about other customers’ experiences before they book an appointment. According to Google, consumers will read about 10 online reviews before they feel they can trust a local business.

Here are three reasons you should monitor and manage online customer reviews for your salon.

  1. Positive reviews attract customers.

It’s scary to trust someone new with your hair. That’s why most people do a lot of research before trying a new salon. When your salon has positive online reviews, you have a better chance of bringing in new customers. Negative reviews will drive people away from your business. Research shows that 94% of people will avoid going to a business if it has negative reviews. 

  1. Customers give valuable feedback.

When a customer leaves a review for your salon, positive or negative, respond to it! Customers want companies to interact with them. If you receive a negative review, it’s even more important that you respond because 53% of customers expect a company to reply to a negative review within one week. Not only will responding help your business, it will also make your customers happy. 

  1. Earn star ratings.

Your star rating is the very first thing people see when they search for your salon online, so this rating is key. If your star rating is any less than a 4.0, 57% of consumers won’t even consider you. The more positive reviews you get, the higher your star rating will be. 

Satisfying your customers is more important now than ever thanks to online reviews. Because everyone shares their opinions online, you want to make sure your hair salon stands out by managing your online reviews. Listening and applying customer feedback allows your hair salon to grow and improves relationships with customers. Happy online customers equal a happy business!

ReviewMaxer is a great way to let your online reviews shine, want to learn more about it? Schedule a free demo video here

Featured photo by Shari Sirotnak on Unsplash


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.