Customer reviews can make or break your business. Have you ever decided against purchasing a product because the reviews were so poor? Or did you ever choose to dine at a new restaurant because the reviews said the food was incredible? Bad reviews can discourage potential customers or clients from buying your products or services. Whereas good reviews can encourage people to do business with your company.
There are multiple ways customers and clients can leave a review for your business such as Google My Business, Amazon and Yelp, just to name a couple of websites. Facebook, Instagram, and other social media websites allow for comments to be made on your business profile pages and posts. It is imperative to educate yourself on all platforms your business is listed in order to keep track of your reviews and comments.
Responding to Customer Reviews
A few negative reviews do not necessarily imply that your business is bad, but how you respond to these comments can alter the way potential new customers view your business. You should always respond to negative reviews in a sympathetic manner. Next, try to take the conversation off this page, that way you can speak about their experience in a more confidential manner. One important thing to remember is to not include any keywords relating to your business, or the business name in your response. Doing so may allow this negative review to rank higher in search results and be listed at the top of a search.
For example: I’m sorry you to hear about your bad experience. We usually pride ourselves on our well-renown customer service, but it seems we fell short of our own expectations. If you would like to discuss this matter further please contact the manager at 123-555-6789.
On the contrary, when responding to positive reviews, say thank you to the customer and let him or her know you appreciate his or her business. Use this response as a marketing tool a reference any promotion currently going on. This time mention the business name and include keywords. This will generate positive SEO and could be one of the first reviews potential customers see.
For example: Thank you so much for your kind words about our home cleaning services. Here at *company name* we appreciate your business. Did you know we are currently offering $15 gift cards to anyone who spends over $75?
Keeping in contact with your customers through online reviews also gives you and other business owners insight into what the customer really wants. It’s important to use this information to continuously improve your business and keep customers satisfied.
If you need further assistance responding to customer reviews, web development or search engine optimization, please call us at 1-855-776-4123 or fill out the contact form.