Reputation is everything and nothing speaks to your reputation and what your customers think about you like reviews. 97% of people read reviews for local businesses. 93% say they impact their purchasing decisions. We respond to all reviews whether it’s to show appreciate for a happy customer or mitigate damage from an upset one. We want to influence even the people just reading the reviews to do business with you.
Why should I respond to reviews?
It helps to think of how you would handle the situation if it happened in person. If someone was in your place of business and came up to you said, “I really enjoyed my visit. Your staff was very helpful,” would you simply turn around and walk away? Of course not. A review in a way is a message from the customer to you. Just because it’s not in person doesn’t mean it holds no value. We are all very busy and if a customer takes time to leave a positive review, that’s a big deal. There is a thousand things they could have been doing, but they decided to stop everything else and tell everyone they liked you. The very least we can do is respond to those kind of reviews.
We all get them. There is nothing more frustrating than getting the review that says, “We’ve gone to this store for the last ten years and this time was the last time.” So they’ve had a good experience for ten years, never left a positive review, but have one bad experience and they’re blowing your page up. A lot of responses usually come into our head. . .most of them highly unprofessional. For some advice on how best to handling criticism, check out our blog post. Not all negative reviews are like that though. There are a few different types.
We’ve had customers leave negative reviews for our clients which were articulate