Dealing appropriately to positive reviews of your business is just as important as managing negative comments. All of this will help to care for and strengthen your online reputation and minimise the harmful consequences that customer reviews could have.
Find out in this post some tips to keep in mind when responding to a positive review on Google My Business, TrustPilot or on social networks.
How to respond to positive reviews
Before making any purchase, most consumers consult reviews about a certain company and the services it offers. According to a recent study by Territory Influence, 83% say they regularly or very regularly check reviews for their online purchases and 60% also do so before buying in a physical shop. Furthermore, 2 out of 3 consumers trust reviews.
For this reason, you should take the utmost care with the details of review responses that appear publicly on Google or your social networks. Take note of the following tips:
Thank them for their review and give them a reason to come back
We recommend you always start your response with a short thank you message to show your appreciation for the detail of telling their experience and for taking the time to do so. You can also add a sentence commenting on how important their review is to you.
Example: Hi (customer’s name). Thank you very much for your review, it encourages us to keep working to offer you the best service.
If along with your thank you, you offer something of value, such as information about a loyalty programme they may not be aware of or a discount on their next purchase, the customer may take note and remember you in the future.
Keep in mind that you are not only responding to that specific person, but to any other potential customer who will read that review. Use the opportunity to give the best image of your business.
Personalise your response
Try to personalise your response as much as possible, as it doesn’t make a good impression to copy and paste the same generic response to all comments. So, whenever possible, address the customer by name and refer to the product or service they are talking about. In other words, respond to the specific points mentioned there.
Example: If in the review the customer has praised the good prices of your services, you can respond something like this:
That’s right, (customer’s name), the prices at (your company name) are simple and clear, with no contracts, no hidden upgrades and no support fees.
Introducing your business keywords in the response, in a natural way, is related to the previous point of responding to what the customer has highlighted in the review. It is an opportunity to increase your search engine results.
Take care of grammar and spelling
Good spelling says a lot about a company, because the message is as important as the way you convey it. Therefore, always use simple language and check it before publishing it to make sure that you have expressed yourself coherently and without spelling mistakes.
Promptness and friendliness
The sooner you respond to a review, the better, because the memory of your product or service is still alive and, in addition, you show that you care about your customers. Also, respond in a polite and friendly tone.
Why should you respond to positive reviews?
Many people mistakenly think that responding to positive reviews is a waste of time? Nothing could be further from the truth!
Some of the advantages have already been discussed, but there are other reasons why you should always be aware of the reviews your business receives and respond to them, as soon as possible:
Build customer loyalty
Reviews are very useful for customer retention and loyalty, as attracting a new customer can be up to 5 times more expensive than keeping an existing one. For this reason, by that small gesture of responding and thanking them for their review, you will strengthen the relationship and make the customer feel heard and appreciated, which will encourage them to recommend your business and possibly share more reviews about your services in the future.
It’s free advertising
A review extolling the positive qualities of your services or products, your good customer service, your prices, etc., is publicity you are getting for free. As well as a valuable testimonial that will help other future buyers to choose your company.
Increase your visibility on Google
Google reviews have an impact on Google local search, as the search engine will prioritise reviews made through its own platform, and the more reviews that get responses, the more it will help your SEO ranking.
On the other hand, try to have your business reviewed on other platforms such as TrustPilot. Also, try to include in the response any keywords related to your business or services, to appear in more results.
If you need help with your digital strategy or with the management of your business reviews, please contact us. At Nementio we will be happy to give you a hand.