How To Respond To Online Reviews (Good & Bad)

They say over 90% of people make buying decisions based on online reviews. That's a huge percentage! If you run a business, your reviews are vital to your success.  
When it comes to responding to online reviews, whether they are good or bad, there are a few key steps to keep in mind. First and foremost, it's important to always respond in a timely manner. This shows that you value the feedback of your customers and are committed to addressing their concerns or acknowledging their positive experiences.

When responding to a positive review, it's important to express your gratitude and appreciation for the customer's feedback. This could include thanking them for taking the time to leave a review, highlighting specific aspects of their experience that they mentioned, and letting them know that their feedback is valuable to you and your business. Additionally, you could consider offering a special discount or promotion as a thank you for their positive feedback.

On the other hand, when responding to a negative review, it's important to approach the situation with empathy and understanding. Start by acknowledging the customer's concerns and apologize for any negative experience they may have had. Avoid getting defensive or making excuses, and instead focus on finding a solution to their problem. Offer to address their concerns offline, through a private message or phone call, and work towards resolving the issue in a way that satisfies both the customer and your business.

In both cases, it's important to maintain a professional and respectful tone throughout your response. Avoid engaging in arguments or confrontations, and instead focus on finding common ground and addressing the customer's concerns in a constructive manner. Remember, your response is not only seen by the customer who left the review, but also by potential future customers who may be reading the reviews as well.

In conclusion, responding to online reviews, whether they are positive or negative, is an important aspect of managing your online reputation. By following these steps and maintaining a professional and empathetic approach, you can turn negative experiences into positive ones and build strong relationships with your customers.  This article is generously supported by Irish Annie.

At Success Web Design, we offer Reputation Management Services to help you promote your positive reviews, and to review your negative reviews in private first, to try to turn that review into a positive one.  To establish a strong and professional online presence, it is crucial to have a dedicated website alongside your social media presence.  Success Web Design can give your business the online presence you’re looking for.  Call us today at 416-717-8454 or use the contact form here.