What Do Our Clients Say
How to respond to positive reviews
It’s simple. Thank the customer, name drop, promote and tell the customer what to do!
Say thank you and be specific
No one would let a compliment pass them by in real life. Apply that same principle to a review response! And make sure to reiterate your customer’s compliment. This let’s the customer know that a real person took time out of their day to acknowledge them, and that feels good.
Use the business name and keywords
Don’t miss out on the opportunity to drive your business up in search results—positive reviews work wonders in search. Referring to your business name, location and category (restaurant, coffee shop, hotel, etc.) helps index that review online.
Market, market, market
Is your business famous for a certain secret sauce? Are you having a promotion next month? A review response is a great place to get the good word out.
Give your customer a task
Not as scary as it sounds. Invite them to try something different the next time they visit, or bring a friend!
How to respond to negative reviews
Apologize and sympathize
The first step towards fixing a problem is acknowledging that one occurred. Regardless of what happened, a simple apology and sympathy for your customer’s experience goes a long way.
So the famous crab cakes weren’t up to par the day this particular customer visited. If they’re what you are known for, why not reiterate that? “Our crab cakes are usually a hit, we’re sorry to hear that they weren’t up to par when you visited!”
Move the conversation offline
Don’t open a can of worms. Keep the lid on tight by offering the reviewer the chance to reach out via phone, email or both.
Keep it simple
Avoid specifics and don’t ask questions. Those conversations are much better served in a space away from the prying public.