With today’s modern technology, it’s easier than ever for the reputation of your business to spread throughout your potential customer base. Through social media advertising and our internet marketing service, you’re bound to see your internet presence increase, and with that, online reviews. Google reviews allow your clients to express their feelings regarding their experience with your company, which could be a great thing! But how do you respond to reviews no matter the nature in which they’re presented? Here are a handful of suggestions on how to respond to varying levels of customer testimonials!

Responding to Positive Reviews

Positive reviews often speak for themselves and are the stepping stones to growing a trustworthy brand name. While it’s not necessary to reply in-depth to every single one, a simple “thank you” goes a long way. You may even use this opportunity to encourage working with the customer again, but remember to avoid a sales pitch while showing your appreciation.

Here are a few examples of how to respond to a positive review:

• “Thank you for sharing your experience! We hope to work with you again soon!”
• “We’re so glad to hear you were satisfied with our services, thank you!”
• “We enjoyed working with you as well, stop in again soon!”

Responding to Negative Reviews

Unfortunately, negative reviews will happen no matter what internet marketing service you use or what industry you work in. The silver lining is that how you conduct yourself in these situations can actually benefit your reputation. Before responding to a bad review, make sure you understand the situation and be prepared to take responsibility for the problem, but only if the situation warrants it.

Here are a couple of examples of how to respond to a negative review:

• “Thank you for shopping with us! Unfortunately, this is a policy that we must stick to, but we do all we can to make this clear for our customers. We hope to see you again soon!”
• “Hi Mary, I see you left a negative rating but did not supply details on what the problem was. Please reach out to us so we can figure out how to better serve you in the future!”

According to Ahrefs, 68% of all online activity begins on a search engine like google, which means plenty of people are likely to see your Google reviews. This is why how you respond is so crucial to your company. The way in which you conduct yourself reflects on your company and supports the engaging and caring nature you’re willing to provide for every customer. If you have more questions on how to handle Google reviews, or simply want to discuss our digital marketing agency and how we combine our internet marketing service with SEO strategies, give Fasturtle a call today!