Responding To Reviews

If you are wondering how to respond to reviews, why replying to customers is important, and how interacting with consumers can boost your SEO, these tips are for you! Online reviews reveal how people perceive your business, product, or service. We will equip you to respond compassionately and professionally to positive and negative reviews. 

Tips For Responding To Positive Reviews

Acknowledging customers who leave a positive review on Google or your website is important! Here are our tips for responding to positive customer reviews:

1. Respond Promptly

Customers appreciate prompt responses. Responding promptly indicates that your company values the customer’s feedback and purchase. If you are a local business (like Genessee), this shows Google that you engage well with your local customers, which boosts your ranking. 

If you cannot respond to reviews promptly, consider delegating the responsibility to someone in your company. This ensures customers receive a prompt and thorough response to their reviews. We have included a positive review response template below. Feel free to modify it to fit your company’s voice!

2. Thank The Customer

As you respond to reviews, it is important to thank customers for taking to time to write a review. This indicates that you appreciate their business and respect their time. Bonus points if you use the customer’s name in your response! This gesture proves that a real person is writing the review, not a robot. Potential customers will be drawn to your business when they see your genuine responses. By responding with a personalized thank you, you create an incentive for future customers to write a review so they can interact with you.

3. Encourage Further Action

As you wrap up your review, challenge the customer with an action step. Let them know how excited you are to see them again, and encourage them to try another product or service within your company. These prompts will keep the customer engaged and make them feel like a valued member of your company. For example, you can say, “We are so glad you enjoyed your cordless vacuum! You might consider purchasing our extension accessories next time. We can’t wait to serve you again!”

4. Feature Reviews

As you gain more reviews on Google, you should feature those reviews on your social media or website page. Positive reviews are a great way to drive traffic to your site and entice loyal customers to continue choosing your services. Using keywords like your company name, product, or services within your responses and posts will increase your SEO and help drive conversions. Featuring customer testimonies puts your reviewers in the spotlight, which makes them feel seen and valued.

Now let’s put everything together! The following template contains our tips on how to respond to Google reviews. Use this as you see fit to interact with customers and create a positive reputation for your company. 

Positive Review Response Template:

Dear [customer name], 

Thank you for your positive review. We appreciate the time you took to share your pleasant experience, and we will pass along your kind words. Customer satisfaction is a priority here at [company name], and your review helps us achieve our goal. If you didn’t already know, we have a rewards program for our valued customers. We would love to set you up with that program for your next purchase.

We look forward to seeing you again!

Thank you,

[Your name]

[Your role at the company]

Tips For Responding To Negative Reviews

Inevitably, even the best companies will receive a negative review. Responding to these reviews professionally and compassionately creates an opportunity to improve customer relationships. Here are our tips for responding to negative customer reviews:

1. Apologize For Their Negative Experience

If your company receives a negative review, you need to respond quickly. Begin your reply with an apology for their negative experience. Take responsibility for the error, and assure the customer that your company has high standards for customer satisfaction. 

When you apologize, be clear and concise, and don’t let your emotions take over. Remember, your responses are public, meaning future customers will see them. You do not want an emotional response to turn off potential buyers. 

2. Offer Additional Communication Options

If the customer has additional questions or concerns, give them a way to contact your company. Direct them to the department that can best answer their questions. Include the contact information for the appropriate person in your review response. This shows that you take their disappointment seriously and are doing everything possible to make things right. 

3. Ask For A Second Chance

Communicate to the customer that you hear their concerns and want to make things right. You can share the improvements you have already made based on their feedback or your plan to make changes in the future. This shows the customer that you are listening to them. Make sure to end your response with a petition for a second chance. Inviting the customer to do business with you again indicates that you are confident in your company’s ability to provide an enjoyable customer experience.

4. Create Organization-Wide Policies

You need to create a company-wide policy for responding to negative reviews. You will create more problems for yourself if your employees respond to negative reviews based on how the comments make them feel. If everyone in your company is on the same page, customers will see consistency in how you respond to reviews. We have included the following template to help you initiate an organization-wide plan for addressing negative reviews.

Negative Review Response Template:

Dear [customer name],

Thank you for sharing your feedback with us. We are sorry to hear that our product did not meet your expectations. Your situation was a unique experience, and we want to make it right. Please feel free to reach out to us at [insert contact information] with your questions, comments, or concerns. We hope to reconcile your disappointment and make things right with you.


[Your name]

[Your role at the company]

Following these tips will help you respond to customer reviews compassionately and professionally. These suggestions will equip you to handle any review that comes your way!