August 19, 2019
Negative reviews sting. Some people claim that it doesn’t matter what others think, but in reality – it does. A negative review can be damaging to a brand and while ignoring the haters is tempting, it’s not always the best idea. A carefully composed, kindhearted response can help repair or mitigate the damage and, oftentimes, deescalate the situation.
No one is immune to negative reviews, justified or not, so it’s helpful to have a plan of action in place to monitor and respond to them in a timely fashion. To show appreciation to your audience, it’s beneficial to respond to positive reviews as well, even if that means liking posts due to a large quantity of reviews. Engaging in an open dialogue can help you or your brand earn the trust and respect of your audience, attract new customers and improve Search Engine Optimization (SEO) results. Google scans your customers’ feedback and great reviews lead to more stars, higher search result rankings and, ultimately, more clicks.
To help guide you through the process, we’ve assembled a list of helpful tips for responding to reviews.
Now for the moment you have all been waiting for… examples! Here are a few positive and negative review responses that earn our seal of approval (click each screenshot to enlarge):
Why we love this: The owner responded quickly, customized the response with the reviewer’s name (censored for privacy), complimented them on their progress and kept it short and sweet.
Why we love this: This interaction made us giggle! Twitter is a great platform for interacting with customers and witty comments can earn more likes, shares and retweets.
Why we love this: Healey starts by using the reviewer’s name (censored for privacy), takes responsibility and establishes their good intentions, thanks the reviewer, provides contact information and encourages them to contact the manager. By responding and attempting to move the conversation offline, Healey leaves their footprint on the negative review and shows other readers that they are committed to addressing this incident.
Why we love this: Wendy’s sympathizes with the reviewer and asks them to contact them privately so they can rectify the situation.
At the end of the day, your customers’ opinions matter. Encourage feedback by linking to review sites on your website or via email marketing and set up a monitoring system that works best for your business. By engaging with your customers online, you can help shape your brand’s narrative positively – no matter how the interaction started.