You should always respond to any negative comments and good ones for
that matter. But unfortunately most go unanswered and this leaves potential customers thinking that you do not care about them
To respond correctly first you must claim your business listing on the
review sites and/or Google places, this will ensure you are ready to go and respond the moment someone leaves a negative (bad) or positive (good) comment or review. This is easy to do however if you are time poor or struggle with the process , please speak to one of our team and we can manage this for you.
As mentioned above you should respond every time, be it a good or bad comment. This shows that you are committed to providing great customer care and that you are always looking for improvement. And it will help neutalise the negative affect of a bad review, which if unleft will cause untold damage to your business.
It may be in some cases possible to remove the negative comment or review, but in many cases this requires professional guidance and management, but don’t worry we can manage this on your behalf.
Here are a few examples of quick responses that you can use, simply copy and paste, you may want to consider adding in your direct contact details and setting up an email address such as reviews@yourbusinessname and amending the content to suit your business.
Example response to a minor disappointed review
‘Thanks for alerting us to this. We work very hard to offer good
(food/ product / service) and a friendly service, I was sorry to hear that on this occasion we didn’t meet your expectations. I do hope you will give us another chance in the future. If you would like to contact me directly then please call xxxxxxx and ask for xxxx or email xxx@businessname’
Example response to a harsh or negative review
‘ Its very disappointing to receive a comment like this and we are sorry that this happened. We work very hard to offer good (food / product / service) and a friendly service, I will investigate the concerns you have raised ( at this point it worth adding the specific concerns to ensure that the customer knows that this isnt a stock response, its also important to do this in a non defensive way). If you would like to contact me directly then please call xxxxxxx and ask for xxxx or email xxx@businessname as I would like the opportunity to solve this problem. Once again we are truly sorry.’
Its also very important to respond to positive comments and by doing this your engagement may lower the likelihood of bad ones.
Example of a quick response to a positive review
‘Thank you very much for the positive comments. Its always encouraging when customers acknowledge the hard work of our team as its what we aim for. We look forward to seeing you again soon’
Example of a slightly longer response to a positive review
‘Thank you very much for the positive comments. we always work hard to offer good (food / service / products) and a efficient friendly service and I’m so glad your visit was enjoyable. I will pass your feedback onto the team and we look forward to seeing you again soon’
The benefits of positive reviews mean that new customers will put money in your till, negative comments and bad word of mouth will mean that your business will suffer.
It can be hard to get customers to leave good reviews and its all to
easy to get bad ones. With the affordable Got Juice online review package, we can put a process in place that will ensure that negative comments get filtered back to you and never see the public and that we grow your social media likes and shares, positive reviews, create good word of mouth and make your business a success.