HOW TO REPLY TO A POSITIVE REVIEW?
Digital marketing expert Shruti bubna says If you run a business online, you must be aware on the importance of reviews. Testimonials ads are also being done nowadays.But there is much more to it. People only reply to negative reviews and land into a quarrel online. Some completely ignore positive reviews just by “liking it”
Your Google reviews or Facebook Reviews speaks on your behalf to your prospects. Replying to both Positive and Negative Reviews is Important.
This is the format one may use to reply to a positive review??
1. Address them with their First Name:-
Start your review by acknowledging them by name.
For (Example:- Hello, Shruti! )
2. Express Gratitude.
Expressing to a positive review demonstrates that you take your customer reviews seriously. Also one should you cannot expect appreciation if you don’t show any yourself.
(Example:- Thank you for your lovely note. I so appreciate you taking time to share your experience at {Brand name} here in city.)
3. Give immediate value or offer?
This will encourage people to write positive reviews for sure.
(Example:- If you own a cafe or restaurant give 5% off on their next order, If you are a service provider you can give a free consultation or demo)
?If the review was long enough you can even highlight their details shared and thank them for it.
?End with a thoughtful sign-off like “looking forward to your next visit”
Thank you for reading.
HOW TO REPLY TO A NEGATIVE REVIEW?✅
Replying to a negative review is important as it improves your customer’s overall experience because they feel there is someone to hear them out?. Also it works for your business reputation as well. Silence can speak volumes in negative direction if the review is not replied.
This is the format you can use when replying a Negative Review:-
1. Address them with their first name
Start your review by acknowledging them with their first name.
For Example:- (Hello, Shruti)
2. Apologize?
Your customer is dissatisfied with your product or service and has given a negative review. It is important to apologize them online itself.
For Example:- (Customer service is one of our top priorities, and we are disappointed to learn that you had anything less than a stellar experience with us.)
3. Take it offline??
Do not get into a quarrel over the review online. Shift it offline and try solving the issue of the client. Even if the client was rude? try taking the conversation offline.
For Example:- (Please give us a call at +91 0000000000 if you’d like to discuss this matter further. Thank you again for your honest feedback and we look forward to hearing from you.)
?Avoid getting defensive online or writing long reply. Try taking the situation offline.
Thank you for reading.
Shruti bubna
Digital marketing expert
www.facebook.com/theshrutibubna
Shruti Bubna is a digital marketer by profession. Along with her full time duties as a professional digital and social media marketeer, she continues to be a student and a learner of this ever evolving field and takes active interest in spreading knowledge and skills of this domain through her writing and speaking engagements.
Thanks .
Shakeel Anjum
Cyber law consultant and Techies journalist
www.facebook.com/shakeelnetwork