The way you respond to customer reviews tells members a lot about you and your business. Show them you value their feedback by using these best practices for writing effective and professional responses:
If customer took the time to send you important feedback, then you should acknowledge it. Before posting your response, take a few minutes to gather your thoughts and outline exactly what you want to say. This is particularly important when you may come across a frustrating or negative review. Take some time to cool down and consider the customer’s point of view before replying.
Say Thank You
Word-of-mouth advocates are invaluable to your reputation; let customers know you appreciate the time they took to share their experience. Whether a review is positive or negative, thank the member for their business and for their review and let them know their feedback is important to your business’s growth.
Use negative reviews as an opportunity to showcase your commitment to customer satisfaction. Offer further assistance to correct mistakes or take the opportunity to (politely) share your side of the story. Attack the issue, not the customer.
Proof Your Work
A poorly written response could lead potential customers to believe you’ll also be careless in the work you perform. Before posting your response, double check for spelling and grammatical errors. If grammar isn’t your strength, then make sure you have an extra pair of eyes look at your responses. If no one is around you can download apps such as Grammarly and Hemingway to check for any errors.