Respond to Positive Online Reviews

Just like other interactions with your clients, reviews help you build a rapport with customers and learn from their comments.

Because potential clients read more than one review, providing a well-thought response will improve your standing with customers and prospective customers.

Begin by mentioning the person’s name to create a personal connection. This shows that you care about your customer and it might even help you to remember their names the next time they visit your business or place an order.

Example: “Hello, Clare.”

Using different approaches to express your appreciation ensures that your clients know that you took the time to read their reviews before responding. You can do this by playing with different wordings.

Example: “Thank you for your kind words. I appreciate you taking your time to share your experiences at Ted’s Plumbing”

Don’t limit your reply to a thank you, especially when a client has shared a detailed review. Instead, dive into details by mirroring the customer’s review.

Example: “We were happy to help unclog your drain, call us anytime you experience problems with your plumbing.”

Offering your clients something of value in return for their wonderful reviews will make them feel more like VIPs. You can offer a free drink, a new product, a discount, or just free advice.

Example: “Take advantage of our holiday season carpet care; get 20% off same day services.”

Your reply to a client’s review is public, and it will be read by others including potential clients, so include your marketing position in your review. You can do this by mentioning a reason why your client had a great experience.

Example: “We aim to be the most reliable plumbers in Sydney, so I’m glad this was your experience with us.”

Close your response with a thank you. Thank your clients for their loyalty and enthusiasm to advocate for your business.

Example: “Thanks for the awesome review, Jane!”

Similar to how you would in an email to a friend, sign off with a positive sentiment. You can signal back to their experience or reference when you would want to see them again.

Example: “Come back and see us soon, Martha!”