There is plenty of feedback that you are going to get as a business professional and you need to be able to take criticism.
However, you would also need to know why you should be responding to the myriad of reviews that would be posted about your business.
There are also some methods that you would need to be aware of to ensure that you are taking care of the problem without you having to worry about anything.
Why Respond
The first question that is going to come to everyone’s mind is should I respond to the review?
The answer would be an affirmative yes and you should make sure that you know why, especially when it comes to the negative ones.
You would also want to respond to the positive ones, including by telling them you are grateful for their purchase from your business and what you hope to see them again soon.
It is important that your customers feel that they are being heard and by responding to the reviews that they are posting they are hearing that directly from you.
Also Read: Best Customer Feedback Softwares For Reducing Churn Rate
Also, when it comes to negative reviews responding to them is even more important.
If any potential customer sees the negative feedback, then they will think twice about hiring you, but not if they see you have responded.
Make sure that you are apologizing for what went wrong and that you are asking them how they think the problem can be solved.
If you can take care of the problem yourself, then make sure that you are doing that and that you are following up on it later.
Responding to Positive Reviews
These days there are going to be many positive reviews for any business and you need to be aware of how you should be responding. Some tips to help you make the right impact includes:
- Being polite, so thank the customer since this can bring them back over and over
- Address them using their name instead of a general salutation like sir or ma’am
- Use important keywords and business name when you are responding since this will bring up more hits
- Let them know about upcoming sales when you post to entice them to come back to your store
These should be a priority when you are looking at the reviews and considering how to answer the customers.
The more they feel that you are listening to them, then the more loyal they are going to be, so why not give them some extra respect.
Also Read: Biggest Customer Feedback Myths That Need to Be Busted
Responding to Negative Reviews
The ones that you should make sure that you are responding to correctly are the negative ones and these can be things that you dread.
However, they don’t have to be bad and you can fix the problems and the bad review can become a positive one.
Some of the tips that you should use when you are responding to these types of reviews include:
- Apologizing should always be the first thing that you are doing and telling them you are sorry for their bad experience with your business
- Offer contact details so that they can tell you more about what happened and you can try to fix the problem before it gets out of hand
- Reassurance to the customer, which can be done easily through returning the product or even giving them a refund
Make sure that if you post something in a review promising to do something that you are doing it so that you can let them know you have taken care of it.
Sometimes it can be hard to deal with these reviews, but you can do it easily if you just know what you should be doing and what to say
Managing Feedback
Also, when you are responding to the various reviews that are being posted you can manage them.
This means that you can figure out which ones are real and which ones are fake and if they are fake, then request for them to be taken down.
The more you can manage the feedback and the reviews, then the easier it will be when it comes to responding to them and taking care of any issues that might have cropped up with the customers.
Also Read: 9 Ways to Build Customer Loyalty for your small business
Finding the reviews that are posted by customers can be hard sometimes, especially when they are the negative ones.
However, you should make sure that you are responding to them since it would help the customers to know that you care.
If you respond to them, then they are more likely to become loyal customers for your business and would recommend you to others.
Make sure that you are aware of how you should be responding when it comes to the reviews, which can be either positive or negative and the best ways to deal with both.
Still, have a doubt, hire the best reputation management companies for your business.
