It is important for your business that you know how to respond to reviews. All feedback can be good and help your business grow. For both negative and positive reviews be prompt and polite in your response, thank them for taking the time to try your product or business, and answer any questions they may have with something short and to the point. Even if a customer has a bad experience there is a chance that your response will give them the boost they need to give your business or product another try. Here are some more Do’s and Don’ts you should try to remember when responding to reviews.
-Don’t delete anything! As Danny from Posse once told us in a meeting “If you have seen someone’s feedback there is a chance that someone else saw it too.” The last message you want to send is that you are hiding something instead of taking care of it. Publicly responding to negative feedback shows that you care about their experience and that you are taking steps to improve.
-Do stay calm, take a deep breath, and think about what they are saying before you respond.
-Don’t take it personally. It hurts to see that someone doesn’t love something you spent so much time building but remember feedback is about an experience or product not you as a person. Take yourself out of the equation.
-Do keep in mind that everyone will be able to see how you respond to both negative and positive feedback. Remember to be polite and stick to the facts!
-Don’t argue. There is no reason to argue with someone giving you feedback. Acknowledge their experience, apologize for the problem and offer to fix it if you’re able. You cannot make everyone happy so it’s best to just say thank you and move on if someone isn’t willing to better their experience or hear your apology.
-Don’t ignore a negative comment. By ignoring someone’s negative review you have lost the chance to win them back.
-Do know that you do not have to respond to every positive comment. Every post does not need a thank you. It can get excessive.