Taking a few minutes to reply to every review you receive has many benefits that you may not have considered. Setting up a routine to respond to feedback is simple, doesn’t take up much time and will be every bit as valuable as the reviews you receive themselves. You will increase connections with existing customers as well as making a positive impression on prospective customers. 

Responses say so much about your business

When you reply to each piece of feedback you receive you are showing the human face of your business. The words you choose let the reader know you are real, you are there, you are current and that you value your customers and the time and effort they took to leave you a review in the first place. More than just great customer service, responses are a fantastic marketing tool that costs nothing and increases the value of your online reputation.

When you respond to feedback you become a part of the story. Those reading the reviews see that you are thoughtful, accountable, and that you create solutions.

Avoid a curt ‘thanks’ and give a few details of the work or project. A brief description of what you enjoyed about the experience goes a long way as well. Don’t forget to mention the reviewer by first name – this is personable and illustrates that you are approachable and considerate. The positive impressions you create in your replies are more persuasive because they’re attached to an independent customer’s experience.

Replies increase your online presence

Each time you respond to feedback you are signalling activity to search engines – proving you are current, increasing your local ranking.

Building trust, building your reputation

If you have already set in motion the ways for your customers to review you then consider your responses of equal value to the feedback itself. Each reply is a part of a story – about your business, you, and if applicable, the people in your organisation, Seeing that you acknowledge reviews may also encourage other customers to leave feedback. They feel assured, invited, and will want to be a part of the conversation, rather than just another review in a list of reviews.

The keyword here is ‘trust’. It is the byword of the impression you want to create in the minds of your prospective customers. They want to engage with businesses that make them feel assured. Your reviews say that already – your replies affirm that trust and motivate customers to want to contact you.

Tips for great responses

• Thank the reviewer for their feedback and let them know you appreciate the time that they took to leave it.
• Be personable but professional. Address the response to the reviewer but keep the tone balanced and genuine.
• Reply as soon as you are able
• Try to make each reply different. If they are all the same they lose value – they appear copied and pasted with little effort or thought
• When replying to a negative review – respond calmly and factually. Acknowledge legitimate concerns, explain your position where necessary, and show that you’re willing to resolve genuine problems.

Take the time, reap the benefits

When you make replying to each review a part of your overall review routine you will be in the best position to not only boost your online reputation and market your business in a cost-effective way – you will also greatly enhance the trust factor about your business.