Is your business getting excellent reviews, but you find it challenging to know what to say to them other than just thanking them? Are you worried you will sound robotic or that your answer will not meet their expectations?
Join us as we provide five examples of how to respond to a positive review + some tips on Google Business Profile!
Reviews Are Essential For Businesses, And Here’s Why
When it comes to finding new businesses, potential clients rely on a crucial piece of information: reviews. Research shows that 99.9% of customers read them online before buying a product or service. Furthermore, 96% look for negative reviews specifically.
While the percentage of potential customers searching for not-so-positive reviews is high, that doesn’t mean that they don’t pay attention to the positive feedback, and that’s where your strength relies.
Showing these potential clients that you provide an excellent service in every aspect of your business will create a great first impression. Additionally, it will also help you create (or nurture) high-quality business relationships with your customers.
How to Sign Into your Google Business Profile and Reply
Follow these steps to reply to the feedback your business gets.
- Sign in to Google Business Profile https://business.google.com
- If you have multiple locations, open the one you will reply to.
- Click Reviews from the menu or click here https://business.google.com/reviews. (Note that your business needs to be verified to answer customer feedback.)
- Click Respond to reply to a customer review.
- Write a response and click Submit.
Tips For Responding To Reviews
A response allows you to build relationships with customers. Be mindful that your reply is also public, so these can act as a credibility and customer service card. When answering to your client’s feedback, consider these tips:
- Reply as soon as the review is received or within 5 minutes, if possible: Respond as quickly as you can show the customer who left the review your appreciation.
- Be polite and don’t get personal: This is more than just a tip— It is a crucial aspect of review management. It’s difficult to win an argument with a frustrated customer, and you want to avoid burning bridges. Keep your responses useful, readable, and courteous. In addition, responses should comply with Google’s local content policy.
- Keep it short and sweet. Users are looking for helpful and genuine responses, but they can easily be overwhelmed by a long answer.
- Thank your reviewers. Respond to happy reviewers when you have new or relevant information to share. You don’t need to thank every reviewer publicly since each response reaches many customers.
- Be a friend, not a salesperson. Your reviewers are already customers, so there’s no need to offer incentives or advertisements. Tell them something new about your business, or share something they might not have learned from their first visit.
Review Reply Examples
It’s time for us to start seeing examples of how you can respond to positive reviews! Consider them as a guide instead of a template, and see how your answering creativity blooms.
- Thank you so much for your kind words, [Name]. We appreciate you taking the time to share your experience with us. We agree that [employee] is [repeat some of what was posted]. We’re lucky to have clients like you.
We look forward to working with you again in the future!
- Thanks for the fantastic review, [Name]! We work hard to meet expectations like yours, and we’re happy to hear we hit the mark for you. If there’s anything else we can do for you, your family, or people you care about, please contact us.
- [Name], thank you for the great review! We’re so happy you [repeat what they posted] and can’t wait to work with you again.
- I know your time is valuable, and it means a lot that you took the time to share your feedback with us on how we did. It’s been an honor working with you, and we’re thrilled you [repeat some of what was posted].
- Thank you for the kind words, [Name] We’re so happy this went so smoothly for you. Would you mind sharing with your friends who are landlords, too? We’d love to continue providing great service to awesome clients like you. Thanks Again!
Wrapping Up
We hope this article provided great insight into how to manage your business reputation. Knowing how to respond to positive reviews is not only going to help make this process easier for you but also allow you to promote your company.
Don’t be afraid to add these tips to your reputation management arsenal! However, if you’d prefer to see how a team of experts carry out these tips, send us a message!
