Imagine you just completed a project for a client.
They compliment you on your work and tell you how great you are.
Now, what’s your reaction?
Probably to acknowledge the compliment and say “thank you,” right?
It would be rude not to.
So why don’t you respond to your clients who leave you good reviews on the internet?
Not only is it polite, but it’s also a great way to squeeze some extra mileage out of your online reviews.
Basically every major review website—Yelp, Facebook, Google Reviews, etc.—gives you the ability to respond to your customers’ reviews.
Regrettably, most companies use this feature only to respond to bad reviews.
Don’t get me wrong.
Responding to negative reviews is very important (more on that in a second). But responding to positive reviews also provides massive benefits.
- It shows you have a real person at your company keeping up with the feedback you’re getting (which shows you care).
- Inserting a keyword (service you provide + the city) into your response can help your SEO.
- Your responses are indexed by Google, thus helping you land higher in search results.
My good buddies at Service Champions respond to practically all of their positive reviews. In fact, the owner responds himself.
Take a look…
As you can see, your response doesn’t have to be long or involved. An acknowledgement of the review along with a “thank you” works well.
If you’re swamped, you could even have someone at your company write your responses for you and quickly review them before your employee posts them.
The process is oh-so easy… and oh-so beneficial.
But what about responding to negative reviews? Does that help?
You bet your backside it does.
Studies show that 95% of unsatisfied customers will return to a business that resolves the issue quickly and efficiently.
Let me use Service Champions as an example again.
As I’ve told you before, they convert practically all of their one-star reviews into five-star reviews on Yelp by jumping on the problem AS SOON AS the review is posted.
They usually start this process by calling the customer the same or next day that customer posts the review. The company also responds to the review on Yelp itself.
(It’s optimal to both call and respond to the review, as you want to reach the customer as quickly as you can.)
Plus, responding to a negative review directly on the website mitigates some of the damage that review can cause. It shows prospects you go above and beyond with your customer service by being willing to fix issues and make people happy.
Here’s an example. It’s a response to a customer who left a three-star review because their credit card was accidentally charged a month after they canceled their membership with the company:
People will look at Service Champions’ response and say, “Okay, they goofed, owned up to it, and want to make it right. How refreshing. They seem like a great company.”
Bottom Line: Whether you’re responding to negative or positive reviews, a few words go a LONG way.
P.S. In my next post I’ll show you a simple little picture someone took with a smartphone that sold for $40,000… and show you exactly how to do the same.