Regardless of what business you are in, positive reviews always feel good. Knowing that you, your team or your product performed the way your consumer expected is always rewarding.
But there’s an even greater reward than a pat on the back for positive reviews: good user reviews typically attract new customers to your business. Today, roughly 84 percent of customers trust online reviews as much as they would trust a close friend. More importantly, most consumers won’t use a business if they don’t have a four-star rating or higher on listing sites.
But how do you respond to positive reviews when you get them?
In a culture where taking a compliment is hard, you may not know how to react to a positive review because they are either rare or you aren’t sure what an appropriate response is.
This is your definitive guide on how to respond to positive reviews that customers leave on your listings and how to use that information to your advantage.
Why do Online Reviews Matter?
So why do your online reviews matter so much?
As we’ve previously laid out, when it comes to online ratings perception in many cases is the reality for consumers. As Gen Z comes into their own, the amount of dependence on consumer reviews is only going to grow.
If you want to attract new business, you are going to have to be aware of what people are saying online.
What people say online about your practice or business is crucial to understanding customer perception and what matters most to them. If there are issues, acting on those insights can be the difference between growing your business and going out of business.
Any business without a clear feedback loop is doomed to fail.
In fact, many search engines include patient reviews as a ranking factor for local search results.
How Should My Business Respond to Positive Reviews?
Responding to negative reviews is important to improve the relationship with an unhappy customer. That can go a long way to retaining business in the long run.
Engaging with positive reviews, however, is a different kind of relationship building.
The ultimate goal of responding to positive reviews is to evangelize the customer and show that you take customer feedback seriously, regardless of the content. Everyone likes knowing that they were heard.
Here’s the best way to respond to positive reviews:
- Say “Thank You”
Most importantly, thank your reviewer! It’s the polite thing to do and showing appreciation will help attract even more potential customers and encourage current ones to leave reviews.
There are many ways you can say thank you, so get creative and find a way that matches your brand.
- Promise to Share the Compliment
Often times, reviewers will call out a specific employee who made their experience enjoyable, sometimes even by name. This is a great opportunity to show you don’t just care about your customer, you care about your employees too.
For example, if a patient at a clinic writes, “My nurse Johanna was amazing and really calmed down my son before he got a vaccination,” reply back with “We are so thankful for Johanna! She is great with making kids feel safe. We’ll pass along the kind words and thank her for serving you well.”
See what kind of trust that builds? Don’t forget to actually follow through on this promise!
- Reinforce the Good While Promoting the Different
Make sure you address what made the customer happy and take the time to call it out.
For example, if they mention a change you made your location, mention that it’s something you all have put a lot of thought into and thank them for noticing.
Additionally, if you offer different products or services that are different than the one specifically mentioned, this is your opportunity to encourage them to try something different next time. A sales hook of “If you liked this, you are really going to love X” is never a bad idea.
- Remind Them You’d Love to See Them Again
This one seems self-explanatory, but you want to make sure you encourage them to visit again. Using this tactic helps turn customers into loyal customers and shows you want a relationship with them.
Everyone wants to feel wanted!
For added value (if applicable), don’t be afraid to encourage them to bring in friends or family next time.
- Personalize Your Response
One of the biggest mistakes you can make is copying and pasting a comment on a review. You should always take the time to write a unique response that will resonate more with the user.
Think back to writing thank you notes – you always wanted to add just enough uniqueness to let the person know you knew what they gave you and that you were thankful for the unique gift
This will cause extra work, but if done right, is a great way to grow your brand and attract lifelong customers.
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