How to respond to positive reviews? sample review responses for positive, no

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Online review on sites lượt thích Google, Facebook, Yelp, and Tripadvisor give sầu people a way lớn cốt truyện their experiences not only with businesses but with fellow consumers, too. Consumers rely on these Đánh Giá in order lớn discover great businesses, products, services, and brands. This makes it extremely important for companies to learn how lớn respond to negative reviews as well as positive customer feedbachồng. 

94% of consumers say that a bad nhận xét has convinced them to avoid a business.53% of customers expect businesses lớn respond khổng lồ negative review within a week. But 63% say that a business has never responded to lớn their review.45% of consumers say they’re more likely khổng lồ visit a business that responds lớn negative nhận xét.

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The takeaway: respond to negative sầu Review before they drive your customers away. Do this & consumer perceptions immediately improve sầu, making it more likely that people will come và visit your business locations. 

As for what lớn bởi vì with positive or neutral Reviews — yes, they also warrant a response. Think of it as an opportunity khổng lồ reinforce & spotlight the things customers already love sầu about your company. (Not khổng lồ mention, it’s the polite thing lớn bởi.) Need help navigating the (sometimes treacherous) waters of online reviews?

To help you respond to lớn Review better, we looked at 200,000 Review responses in the doanhnghiepnet.com.vn database và combined their best features to come up with powerful examples và templates you can use khổng lồ respond khổng lồ your own nhận xét, whether they’re negative sầu, positive, or neutral. 

In addition khổng lồ the templates, we scoured the Internet for great real-life examples of companies that know how to lớn respond to lớn negative sầu đánh giá.

How to lớn Respond khổng lồ Negative Reviews

Responding to lớn negative sầu reviews is difficult. Bad reviews hurt & sometimes they can be downright cruel. 

While it’s natural to get upmix about your negative Đánh Giá, it’s important not to lớn thảm bại your cool or feel like retaliating. In many cases, it’s wise lớn step away from the keyboard, so that your emotions don’t dictate what you’re going khổng lồ write in your response to a negative đánh giá. Instead, get to a calm mental state and respond in a professional manner.

Here’s a template that you can use lớn learn how to lớn respond to lớn negative sầu reviews:

Dear , thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncomtháng instance và we’ll vì better in the future.

Please feel miễn phí khổng lồ reach out lớn with any further comments, concerns, or suggestions you wish to share. We would love sầu to lớn make things right if you give sầu us another chance.

Obviously, how you respond lớn negative review will vary from situation khổng lồ situation, but think of the above sầu template as an all-purpose one. It’s a great starting point that can serve sầu as the foundation for a great response.

Let’s break this down further by examining what’s often said when companies respond to negative and positive sầu review.


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While businesses bởi apologize, it’s only a relatively small part of the response (13%). Why? Because it can sometimes come across as unprofessional to be overly apologetic. Instead, brands focus on their commitment to service, customer experience management, và “next steps” (e.g., how a consumer can contact them directly). 

The template above applies a number of the best practices in responding to negative Đánh Giá.

Address the Reviewer

Your customers want lớn be heard individually & addressed personally. So don’t forget your salutations &, if possible, avoid the generic “Dear guest,” or “Dear customer.”

According khổng lồ customer Reviews data, 76% of all Đánh Giá are either on Google & Facebook. This means you can usually get the name of the reviewer và use it as a way to lớn further personalize your response.

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Say Thank You

Here are some variations where saying “thank you” goes a long way:

“Thank you for your nhận xét. I’m sorry lớn hear you had a frustrating experience, but I really appreciate you bringing this issue lớn my attention.”

“Thank you for bringing this khổng lồ our attention. We’re sorry you had a bad experience. We’ll strive sầu khổng lồ bởi vì better. ”

“Thank you for letting us know about this. Your feedbaông xã helps us vị better. We are looking into lớn this issue and hope khổng lồ resolve it promptly & accurately.”

Apologize & Sympathize

Saying sorry shows that you care about your customers & that you’re not too proud to lớn own up to your mistakes.

Even if it’s not your fault, say sorry anyway. This is a great opportunity to establish & strengthen trust between your company or br& & the customer. Besides, people often get turned off by businesses that are too perfect or too proud to lớn apologize.

Just like the rest of the response, keep your apologies short and sweet:

“We apologize that our service did not satisfy your expectations.”

“We’re so sorry that your experience did not match your expectations. This is on us.”

“We phối a high standard for ourselves, và we’re so sorry to hear this was not met in your interaction with our business.”

Take Responsibility

Don’t make excuses. Even if what happened was an uncommon instance, an isolated case, an unfortunate incident, an off day — acknowledge the customer’s experience. At the same time, provide reassurance that you hold yourself to high standards.

Some things you can say:

“I’m so sorry. We’re normally known for our exceptional attention to detail, & we regret that we missed the mark.”

“We always ayên khổng lồ deliver a great experience, and we are gutted when we don’t meet expectations. Thanks for taking the time to bring this to lớn our attention. We will use the feedbaông chồng to make us better and khổng lồ ensure this doesn’t happen again.”

“Thank you for posting a đánh giá & we’re sorry khổng lồ hear that your experience was not up to lớn standards. We would lượt thích the opportunity to lớn talk & investigate your feedback further.”

Make Things Right

When dealing with negative sầu feedbaông chồng, try to lớn avoid cookie-cutter responses that vị not resolve sầu or address any specific issues raised in the Đánh Giá. Include details about the customer’s experience in your response (when relevant), và communicate any changes or improvements you have made or will make as a result of their feedbaông chồng.

If there’s nothing you can do khổng lồ fix what happened, here’s a compelling way to lớn respond to the reviewer, take ownership, and promise lớn make things right in the future:

“I apologize on behalf of everyone at . Please know that your situation was an exception. As you can see on other Review, we are known for taking ownership & caring deeply about our customers. We can’t fix the past but you have my personal commitment to improve the way our staff serves every customer. Until then, please accept my sincerest apologies on behalf of everyone on the team.”

Take the Issue Offline

It’s always best for you and your customer khổng lồ talk directly about the problem they had và take the issue offline. This saves any further embarrassment on your side of the issue & prevents interference from outside sources. For this reason, you should provide direct contact information for customers in your nhận xét response.


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Here are some things you can say:

“We would like the opportunity to lớn investigate your feedbaông chồng further. Please could you tương tác me at or Hotline our team at ? We’ll work with you khổng lồ resolve any issues as quickly as possible.”

“We are sorry that your experience at didn’t quite match your expectations. We would love sầu lớn know why, so that we can deliver a better experience next time. You may reach us anytime at or . Again, thank you for your feedback!”

Ask for A Second Chance

Don’t slam the door on negative sầu reviewers. Instead, extkết thúc a (digital) hvà. Invite them khổng lồ come baông chồng & when they bởi, welcome them with open arms.

Not only does this create an opportunity for you to lớn change the conversation; it also establishes confidence in your ability khổng lồ deliver an experience worth raving (instead of ranting) about.

Some things you can say:

“Thank you for bringing this matter to lớn our attention. I’m very sorry we failed to lớn meet your expectations. I would appreciate another chance khổng lồ earn your business. Please Điện thoại tư vấn me or ask for me next time you’re at .”