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.

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Responding to Different Kinds of Google Review

Written By Adam Burrage
Managing Partner at Trident

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