So now that you are an expert on how to respond to negative business reviews (if you haven’t read Part 1 of our series, click here), we can discuss how to reply to positive reviews that you may get! Below are some helpful tips and an example of a good response.
The same rule applies for positive reviews! Take the time to read all of the reviews and comments that customers have made and show your appreciation. People have taken the time to talk up your business in an open forum: This took time and wasn’t something they had to do. Recognize their efforts and sincerely thank them for writing a positive review. And make sure that the length of your response roughly correlated to the length of their review.
If someone writes a really glowing review of your business and you can tell that it will positively affect your business and reputation, then offer the happy customer a discount or freebie as thanks! Be sure to offer it to them in private so it doesn’t appear that you are trying to bribe other people to write positive reviews. The happy reviewer will be more likely to share their experience and the gift they received with family in friends if you offer it to them in private, which will help drive more business to you as well.
Once they’ve written a positive review of your business and you’ve thanked them, tell them that you hope they will share their thoughts with their family, friends and people in their community.
Address them by name and share yours! People want to feel like you know who they are and they can know who you are too. They don’t want to feel like a robot responded to them so be sure that you are personable, genuine, and seem like a real human being.
The best way to get reviews is to ask for them. You can either ask customers in-person, on the phone, or via email while finishing up a transaction to write a review on your website, Yelp, Google+, or Facebook page. You can also include a spot on your website or Facebook page that openly asks customers to share their experiences with your business.
Below is a positive review a hotel received online and the hotel’s reply. Note how they responded on the same day, thanked the reviewer, and wrote a response that correlated to the length of the review.
We hope that you found these tips helpful! Remember, it is very common for businesses to get the occasional negative review amongst positive ones, but the positive ones are just as important to respond to as the negative ones!
Treefrog Marketing is an advertising agency focused on small business and located in Lafayette, Indiana. We specialize in strategic marketing and advertising, graphic design, web design, social media, SEO and more. For more information, please visit our website. You can also connect with us on Twitter, Facebook, LinkedIn, Google+ and Instagram.