Responding to reviews strengthens your reputation on the review site. Also, it paves the way to detect and improve a customer’s impression of his/her overall experience with you.
Train your employees to mention how to react to the honest reviews of your customers. Regardless of the review type either positive or negative, giving your response will speak a lot about your brand’s reliability.
When customers take the time to review your brand either positively or negatively, it’s your duty to respond. Even a small message with simple words will form you as a brand that respects customer emotions.
Every business has its own ups and downs, therefore, make sure that you list all. This is because, if there are only positive reviews listed, then your audience may doubt your credibility.
Responding to reviewers is essential because 44.6% are more likely to visit a local business if the owner responds to negative reviews.
While responding to negative reviews, you have to keep a few guidelines in mind. Respond as quickly as you can. Acknowledge your mistake. Explain your point of view courteously. Write a meaningful and personal apology (even if it’s not your fault). Provide an immediate resolution or compensation like refunds, vouchers, gift coupons, etc.