Our last blog post discussed the importance of customer reviews, with ideas for how you can ask for reviews without being pushy Today, we’re sharing tips for responding to reviews:
- Respond to All Reviews– Aim to respond to all reviews. Your customer took the time to post the review. Show the same courtesy and post a response to all reviews, negative and positive. Your response might be as simple as “Glad you had a great time, Sue. Thanks for taking the time to share your experience!”
- Be Prompt – People expect a quick response. Be sure to respond to reviews promptly, (within 24 hours if possible.)
- Show Appreciation – Start the conversation by thanking your customer for taking the time to write a review.
- Apologize – As mentioned in our previous post, people are most motivated to write a view when they have a complaint. Even if you & your team didn’t do anything wrong, the customer believes you did. But you don’t necessarily have to admit fault…you can say: “I’m sorry we fell short of delivering exceptional service” or “I’m sorry for the poor experience you had at our restaurant”.
- Offer Solutions – For negative reviews, try to offer a solution to keep that person as a customer. Think through options to make the situation right. For example, if a customer complains there is no parking near your restaurant, you might respond with “You can park for free in the 10th & Walnut ramp, then bring your parking pass to the restaurant for validation. We’d love to have you come visit us again soon, and hope this parking tip makes your next visit more enjoyable!”
Above all else, make sure you’re using the right voice for your brand. If your company has a casual vibe, your response should be friendly and informal. If your company is a bit more buttoned up, respond accordingly.