Everyone knows that a proper reputation management strategy includes responding to negative reviews. However, responding to positive reviews is just as important. In this article, we will discuss tips for responding to positive reviews online.
Be Personal
Be friendly and personal when responding to positive reviews. For most products, you should greet or thank the reviewer by their first name. Don’t be afraid to use words such as “I” when thanking them and expressing your gratitude.
However, if your customer base is business owners, executives, professionals, or high-class individuals, your responses should have a more professional tone.
Be Authentic
Be genuine in your responses. A common mistake is for businesses to copy and paste responses or to use the same template for all responses. That doesn’t look genuine and authentic.
Be Thankful
Always thank customers for their positive reviews. Make sure that they know that their reviews are appreciated. If they have provided any constructive feedback, make it clear that you are taking it into consideration.
Be Welcoming
At the end of the review, make sure that your customers feel invited and appreciated. Tell them that you appreciate their business and that you are ready to serve them anytime and that they are welcome back again. Again, switch it up — don’t use the same words or phrases in every response.
Be Concise
Be short and to the point in your responses. Talking too much can reduce the effect and power of your words.
Market Yourself
Don’t be afraid to market yourself a little in your responses. The focus of the response should be thanking the customer, but you can include a short line suggesting some other products that they may enjoy.
A professional reputation management service will take care of managing your online reviews and responding appropriately. Contact us today for more information.