The perception of the same experience can be very different from person to person. Customers may have the exact same level of service or product quality, yet one gives a glowing five-star review and the other has nothing but negative feedback.
Either way, you must respond. In today’s modern online marketplace with Google’s business listings the feedback loop is fast and made public. In fact, 86% of customers read up to 10 reviews before making the ultimate decision to purchase. Even more interesting is that 89% of people report reading a business’ reply to a review.
These stats highlight the importance of responding to all reviews — whether positive or negative.
Your positive reviews offer you an opportunity to connect with your biggest fans and show them how much their feedback means to you. You can simply thank them for being a customer and sharing their positive experience, or you could take it a step further and entice them to come back. For example, you could ask them if they are also aware of another popular product or feature your business offers.
These responses could turn your customers into loyal advocates for your business.
When responding to negative reviews, however, you should aim to include some important information such as:
- An apology for their experience
- Acknowledgment of the problem
- A possible solution
Below is a visual guide to responding to negative reviews. Before you respond to your reviews, use the template below from Housecall Pro to craft the perfect response to a negative review.
Source: Drew Page, Housecall Pro