Dealing with the Good and Bad: How to Respond to Reviews

Positive client feedback is essential for every organization. 

In fact, 90% of customers read reviews, searching for the best services, before making a definitive decision. 

If you don’t keep an eye on your internet reviews or don’t make an effort to improve them, you’ll lose money and future clients. 

You can’t just think about how the positive customer reviews will affect your agency’s success. You have to think about both the good and the bad.

It’s difficult for anyone to receive negative feedback, but it’s even harder to respond to them without letting your emotions get in the way. 

Read on to find out how to respond to reviews professionally, no matter what sentiment the review carries. 


How to gain positive customer reviews

Obtaining a five-star rating from a client isn’t that difficult, especially if you’re already a customer service expert. 

Getting a review should be a simple process once you understand how to ask for and respond to reviews. Especially if you allow your marketing automation to carry some of the load.

1. Provide great customer service

If you don’t take away the biggest and most crucial stage of the customer review process—providing outstanding customer service—nothing else in this guide will matter.

Many business owners are scared to ask for evaluations. But as long as you incorporate going above and beyond for your clients into your daily operations, reviews are within your control.

Providing prompt and accurate responses to every call and chat request is a wonderful way to promote excellent customer service. If clients quickly receive the information they need, they’re more likely to recommend your company.

2. Ask for a review 

Despite the disbelief, 76% of people are willing to give a review if asked.

As you learn about your client and their preferences, asking for a review becomes easier. The more knowledge you have about someone the easier it is to guess how, when, where, and why they’d want to leave a review. 

No matter who you are working for and what services they require of you, implementing a strategy that can grow as your business grows is key. 

A marketing automation software is a great way to take the weight off your shoulders while asking for reviews across a wide range of platforms like email, social media, your agency’s website, and text messaging. 

Keep in mind that clients want a seamless review process. They don’t want complicated instructions and they don’t want to waste 30 minutes of their busy day to complete a review.

Follow these guidelines to make sure you’re not adding any additional stress to your client: 

  • Say why you’re asking for the review 
  • Tell them to thank you 
  • Keep it short 
  • Make it easy 
  • Detail how long it will take 
  • Prove to them that you read reviews 

3. Respond to ALL reviews 

Responding to every review demonstrates to customers that you interact with them and value their opinions.

The reviews themselves, you as the business owner, and your company as a whole get more reputation as a result.

Even if you don’t have to constantly refresh your review sites to answer right away, you should make it a daily ritual to look for new evaluations.

Ideally, you should reply to each review within a day, particularly if it’s unfavourable.

Always acknowledge and thank the reviewer by name. To let the writer know you are a real person, make your response as specific as you can.

Use a range of request techniques to reach out to clients and improve your chances of receiving a review. You can use these customizable email templates to create the ideal request.


how to respond to reviews

How to Respond to Reviews: The Good Ones

Writing a response to a positive review is an opportunity to show off your company’s personality and tone. 

While responding, mirror any positive remarks, and if they name a specific person who impressed them, let them know you’ll pass along their praise.

You don’t need to write lengthy responses to evaluations. To make the response more personalized, use the reviewer’s name and mention something unique to the client.

Try offering a recommendation if you can without coming across as pushy. You could tell them about a blog article they should read to learn more about a topic related to what was mentioned in their review.

Finally, ask them whether you can share the review on social media, and then follow up.

If you’re unsure where to start, try using a positive review response template to help ease your stress. 


How to Respond to Reviews: The Bad Ones

It’s difficult to reply to critical reviews. Your initial reaction might be to deny. Instead, take a moment to relax before exploring what the user is attempting to communicate.

Once you’ve recognized their annoyance, express your regret and empathy. Then make an effort to make things right. 

Tell them how you plan to ensure that the issue doesn’t come up again, even if there is nothing you can do to solve it. If you want to continue to discuss this further, ask the reviewer to get in touch with you privately. 

Most importantly, make sure to follow through with what you discussed and leave the review up.

If the reviewer makes adjustments or comments, don’t be shocked. They may have had a change of heart after your comforting and sympathetic conversation. 

For better understanding, read: How to Respond to Negative Reviews on Google

We understand that difficult clients aren’t easy to work with. Try curating your response with this negative review response template


The Bottom Line

Asking your customer to post a positive review shouldn’t be challenging if you’ve already done the difficult part and delivered outstanding customer service.

Additionally, if you’ve automated the process, it makes it even easier for you to get in the habit of asking customers.

Make sure to be confident, provide context for your request, and streamline the process so you’re more likely to receive a review. 

Respond to the review after it has been placed to let your clients know you are still involved. Using these tips, you’ll have all the reviews you need to boost your business’s success.

I believe you would have learned by now, How to respond to customer reviews, both the good and the bad ones. 

If not, then the comment box is wide open for you. Or you can mail us your query at [email protected]. We will love to help you out.

Also, Thank You For Reading Along. It means a lot to us.


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