Responding to Reviews
Best practices for responding to all customer reviews
88% of consumers are more likely to use a business that responds to all reviews. Response signals that you care.
Why Respond to Reviews
Customer Perception
- Shows you value feedback
- Demonstrates attentiveness
- Humanizes your business
SEO Impact
- Signals active profile
- Adds fresh content
- May influence rankings
Reputation Management
- Mitigates negative review impact
- Showcases customer service
- Builds trust with prospects
Respond to ALL Reviews
Not just negative ones. Responding only to complaints looks defensive.
Positive Reviews
Thank them and reinforce the positive:
Thank you so much for the kind words, [Name]! We loved working with you and are thrilled you're happy with [specific thing]. See you next time!
Neutral Reviews
Acknowledge and seek to improve:
Thanks for your feedback, [Name]. We're glad you had a good experience. We'd love to earn that 5th star next time—let us know how we can improve!
Negative Reviews
Address concerns professionally (covered in next section).
Response Timing
Ideal Response Time
- Within 24 hours for negative reviews
- Within 48 hours for all reviews
- Never more than a week
Why Speed Matters
- Customer may still be upset (fixable)
- Shows responsiveness to prospects
- Prevents escalation
Response Templates
Use templates as starting points, then personalize.
5-Star Response Template
Thank you, [Name]! We're so happy to hear [specific positive]. Your support means the world to us. We look forward to serving you again!
4-Star Response Template
Thanks for the great feedback, [Name]! We're glad you enjoyed [positive mentioned]. If there's anything we can do to make it a 5-star experience next time, please let us know!
3-Star Response Template
Thank you for your feedback, [Name]. We appreciate you taking the time to share your experience. We'd love to learn more about how we can improve. Please reach out to [contact] so we can make it right.
Negative Response Template
[Name], we're sorry to hear about your experience. This isn't the standard we strive for. Please contact us at [email/phone] so we can address this personally and make it right.
Personalization Best Practices
Always Include
- Customer's name
- Reference to their specific experience
- Your name/role (optional but humanizing)
Vary Your Responses
- Don't copy-paste identical responses
- Each customer deserves unique acknowledgment
- Google may flag identical responses as spam
Keep It Brief
- 2-4 sentences is ideal
- Don't write essays
- Get to the point
What Not to Do
Don't Be Defensive
"That's not what happened" "We're sorry that was your experience"
Don't Make Excuses
"We were short-staffed that day" "We should have done better"
Don't Argue
"Actually, you're wrong because..." "Let's discuss this offline"
Don't Reveal Personal Information
"I see from your account that..." Keep the response general
Don't Offer Public Compensation
"We'll give you 50% off next time" "Contact us to discuss a resolution"
Tone Guidelines
Professional but Warm
- Friendly, not corporate-speak
- Apologetic without groveling
- Confident without arrogant
Match Their Energy (Somewhat)
- Enthusiastic response to enthusiastic review
- Measured response to measured review
- Calm response to angry review
Review Response Workflow
Daily Process
- Check for new reviews (morning)
- Categorize (positive/neutral/negative)
- Respond to negative first
- Respond to positive
- Log in tracking system
Weekly Review
- Review response metrics
- Check for patterns in feedback
- Update templates if needed
Tracking Responses
Metrics to Track
- Total reviews responded to
- Average response time
- Sentiment of new reviews
- Issues identified from feedback
Key Takeaways
- Respond to every review
- Respond within 24-48 hours
- Personalize each response
- Keep responses brief and professional
- Never argue or get defensive