These days reviews are incredibly important for businesses as potential customers can gauge how trustworthy their services are. However, what many companies don’t realise is how they respond to reviews, whether positive or negative, is just as important. Here are some tips on how to approach your responses:
Negative reviews
Take a step back: Before rushing into an answer, make sure you’ve really understood what the customer is saying and have had a chance to calm down.
Be public: Don’t privately respond to the negative review, as this will suggest to other customers you’ve just ignored them. By publically responding, you show the world you’re attentive to customers’ needs and willing to help.
Apologise and resolve: Keep this part to the point. A quick apology and proactive solutions will be more useful to anyone reading than a long-winded, empty response. It’s also important to offer the customer a way to contact you to further resolve the issue.
Positive reviews
Personalise: It’s always best to use the customer’s name, as this makes your response seem tailored rather than a copy and pasted template.
Be grateful: Because the review is positive, make sure you thank the poster for their kind words and for taking the time to leave a review. This will encourage other customers to do the same.
Offer value: Make sure you offer the reviewer some new information, whether that’s about a new product that’s just launched or a discount they can make the most of.
Contact us
Get in touch with Trident, the number one digital design agency Leicester businesses rely on, to optimise your online presence. We offer website design services as well as SEO advice. Give us a call to make the most of our website builder and expert advice.
Tell us about your project
Responding to Different Kinds of Google Review
Written By Adam Burrage
Managing Partner at Trident
How Can I Use Schema Markup To Improve My Website’s SEO Performance?
Schema Markup is an essential tool for improving the SEO performance of your website. By implementing Schema Markup, you can provide search engines with additional information about your content, making it easier for them to understand and display your website in...
What Are Some Ethical Concerns Around SEO Practices, And How Can I Avoid Unethical Tactics?
In the ever-evolving digital landscape, search engine optimisation (SEO) plays a crucial role in ensuring a website's visibility and success. However, in the pursuit of higher rankings and increased traffic, ethical concerns often arise. SEO professionals need to...