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See how to address what folks say online—good or bad—about your product or service.
Consumers post online reviews for everything from lunch to luxury goods and what they say has significant sway with prospective buyers. Over 90% of online shoppers and over 80% of local shoppers check reviews before they buy. Here are tips for responding to reviews—positive, neutral and negative—to help build trust and connection with buyers.
Be conversational and courteous
Think of online reviews as part of an ongoing conversation. Address reviewers by name. Allow your personality to shine through. Inject humor or puns if that’s your style. Showing your humanity will make your business more memorable.
Be appreciative
Thank all who post whether their comments are positive, neutral or negative. After all, their feedback helps you learn what works, what doesn’t and how you can improve.
Tips for responding to positive and neutral reviews
When responding to positive or neutral reviews, tell the reviewers you’re glad your product delighted them and matched their expectations. Then offer additional info about your product or service and warmly invite the customer to return.
Remember, lots of people in addition to the original poster will be reading. Your response can be used to generate excitement and goodwill, as well as share features and benefits. Provide specifics.
How to respond to negative reviews
In the case of a negative review, the sooner you respond the better so you can protect your reputation and build credibility. “45% of consumers are more likely to visit a business that responds to negative reviews,” says Review Trackers.
When responding to a negative review, offer an apology. For example, “We’re sorry X didn’t meet your expectations.” Then, take responsibility and promise to do better in the future. If the problem was an isolated case, say so.
Provide an avenue to resolve the issue. Invite the reviewer to contact you (include a phone number or email address or ask them to direct message) so you can learn more and make things right. You may even ask them to give you another chance.
Be prompt
Immediate response to online reviews isn’t necessary but sooner is better than later. Aim to address all reviews within a week. Many consumers see responsiveness to reviews as sight of trustworthiness and reliability.
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Consumers business loans
Do you have business banking questions? Contact our knowledgeable commercial loan officers.