How to Respond to Positive Reviews

by | Jan 20, 2020 | Customer Service | 1 comment

Reviews have a huge impact on your reputation and can determine whether your business will continue to expand or have to close its doors for good. In the digital world, customers use many different review platforms such as Yelp, Facebook, and Google that can determine how your business is perceived. The bright side is that it lets business owners easily monitor and manage their digital reputation. You can put this power to good use by responding promptly to your reviews. This goes for positive reviews as well as negative reviews.

Even though negative reviews usually get more attention, positive reviews are more important! It’s invaluable for you to thank customers for their positive reviews and you should encourage others to leave positive reviews as well. Businesses can’t afford to ignore reviews since 92% of customers read online reviews. Responding to a positive review can turn a first-time customer into a regular, and 70% of complaining customers are likely to come back if you resolve their complaint in their favor. The first step is to engage with them.

How to respond to positive reviews

It’s not that complicated. Thank the customer, name drop, promote, and give your customer a call to action!

1. Thank them and be specific

In real life, you wouldn’t ignore a compliment. Apply this same standard to your review response! Repat your customer’s compliment in your response. The customer will be happy you took the time out of your day to acknowledge them.

2. Use your business name and keywords

Treat this opportunity as a chance to move up your business in search results—positive reviews work wonders to your ranking. Mentioning your business name, location, and category (hotel, restaurant, coffee shop, etc.) will help index your review online.

3. Market, market, market

Is your business famous for offering a specific service? Are you running any specials in the upcoming month? You can get the word out through your review responses.

4. Give your customer a call to action.

It’s not a big deal if you do it naturally. Invite them to try out a different service next time, or tell them to bring a friend!

As you can see, there are many hidden ways you can use positive review responses to your advantage. Traditional advertising methods aren’t the only way to build your reputation and grow your business.

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Rob Watson is a Web professional. Beginning in 1996 as a self-taught web designer, he has created websites for everyone from small business owners to multi-national companies. He is the co-organizer of the West Orlando WordPress Meetup.

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