Skip to main content

How do I respond to Negative / Positive Company Reviews Online?

How do I respond to Negative / Positive Company Reviews Online?

Responding to page reviews online is arguably the most important aspect of engagement, solely because of the way reviews are used as a tool for company research. When the modern consumer knows that they need a product or service, the first thing they do is research different brands to find the best option to suit their needs (comparison shopping).
Some consumers care more about a bang for their buck, other consumers care more about the quality of the product, but all consumers care about being cared about. Responding to reviews does just that by showing researches (those reading the reviews on your page) that you actually take the time to read customer feedback, are thankful for their patronage, and would be willing to resolve an issue if one were to arise.

BEFORE YOU START: To respond to a page review for the whole world to see, consider the following:
  • Would you describe your culture as fun or formal? This changes the tone of your response drastically. “Hey There! vs Good afternoon, <name>”. Generally the more trust your customer places in you, and your professional ability the more formal your tone should be. For example you wouldn’t want to see your prospective dentist respond to a negative review with “Opps, my bad.”
  • Do you have a loyalty program new customers should be aware of? Positive reviews are a great opportunity to introduce social media fans your loyalty program or fan club. “Hey, we are glad you like our product! Join our fan club for special offers, and savings”
  • Do you have a return, refund, or discount policy? These are a lifesaver when responding to negative reviews about your product or service. “Hi, @name we are sad to hear you don’t like this product, if you still have your receipt and it has been less than 90 days please return it and we will find one that is right for you!

Step 1: Respond to Negative Reviews.

Before you respond to a negative listing review, consider its validity. If you are a small to medium sized business, odds are there is some truth behind the reviewer’s statement, no matter how exaggerated. Remember not to take negative reviews personally, and when responding be sure to:    
  • Reply in a timely manner.
  • Responses should be brief and professional.
  • Show compassion for their viewpoint, and offer a resolution if the negative review is valid.
  • Try to continue the conversation offline.
    • Review: This product is awful, I am allergic to its ingredients! @companyname is the worst.
    • Response: Hi Reviewer, we are so sorry to hear you cannot enjoy our product. We have been working hard on an allergen free version. Please reach out to @companyemail, we would love to make it up to you! – Company Team.   

Step 2: Respond to Positive Reviews.

This is your chance to have fun, and turn some happy customers into brand ambassadors. When responding to a positive review, remember:
  • Always be grateful for their praise
  • Emphasize the positive message
  • Continue the conversation by asking a question
    • Review: I love this product, feature 1 is a lifesaver! 10/10 would recommend.
    • Response: Thanks Reviewer, we love that you love our product! The team will be happy to hear their hard work on feature 1 is paying off 🙂 Is there anything else that could make our product even better for you? Let us know @companyemail – Thanks again.


Popular posts from this blog

How To Perform an Perfect SEO Audit of Your Website

Doing an Perfect SEO Audit is a tremendous task. You need to approach this from different angles, have a defined structure of what you wish to accomplish and you have to use the right tools to get the job done perfectly.

Can I do it too? Of course. Just follow the steps below:
Step 1: Perform a Crawl on the website In this step you'll crawl your website for find out technical problems your website might encounter.

I recommend using Screaming Frog's SEO Spider to perform this crawl (it's free for the first 500 URIs and £99/year after that).

Alternatively, you can use Xenu's Link Sleuth; but keep in mind that this tool was designed to crawl a site to find broken links. It displays a site's page titles and meta descriptions, but it was not created to perform the level of analysis we're going to discuss.

Screaming Frog SEO Spider is a free small desktop program (PC or Mac) which crawls websites' links, images, CSS, script and apps from an SEO perspective. It go…

How To Write SEO Friendly Blog Post

I think that your post should focus on what matters to your audience, not search engines. That said, there is no harm in optimizing it for search engines to help it get discovered. In fact, SEO is a great way to get your blog discovered by relevant people without spending your budget.

In this post, I would like to give you some tips on writing blog posts that are both very readable as well as SEO-friendly.

Optimize your Post Title:  Use Google Keywords Planner to learn what people are searching for online. If there are many people who are searching for the phrase that is included in your title, and the competition for that phrase is low - you have a better chance to rank higher and have many people click into your content.

Optimize your Post Description: Post Descriptions play a major role in search engine ranking, and description act as sales copy for your blog post. The Description has to be a short text which indicates the main topic of the page. If the meta description contains t…

On Page SEO Checklist: 17 Ways to Optimize Your Page

If you’re just getting the hang of all the things that go into an optimized webpage, there’s no doubt the list can be overwhelming.

What is on-page SEO? On-Page SEO refers to the process of making your pages appeal to both search engines and human. It reviews and improves both the public face of your website and the behind the scenes coding and technical set-up that only search engines see.

on-page SEO is the foundation on which your website must be constructed for better search engine ranking.

In this article, I’ll show you an On-Page SEO Checklist and This checklist can help you improve organic traffic, drive leads and improve your position in search engine results?

1. Title Tag Ensure each page has a unique and descriptive title. A title is the most important on-page SEO element and usually target keywords present in title type helps return relevant pages on search engines.

Advice: Title Tag Should be 55-65 characters including spaces.

2. Description Tag The description tag should i…