What to Respond When Someone Gives You a Good Review

Information technology's pretty awkward to requite no reply to a compliment when you lot're chatting face-to-face. But when information technology comes to online reviews on Facebook, G2Crowd, TrustRadius, the app shop, and more, many companies only prioritize responding to the aroused customers.

"Prissy shoes!"

Bare stare.

It's pretty bad-mannered to give no reply to a compliment when you're chatting face-to-face up. But when it comes to online reviews on Facebook, G2Crowd, TrustRadius, the app store, and more than, many companies only prioritize responding to the angry customers.

Your happy ones deserve a response too. Replying to these reviews volition not but show your customers that y'all value their business organisation, but it will also show potential customers how yous will care for them. Beneath we'll expect at:

• Why it's important to reply to positive reviews

• Real examples for how to respond to positive customer feedback

• Why you should develop a programme to share feedback with your team

Why it's important to answer to positive reviews

Replying to positive reviews goes beyond just having good manners—although that'due south a skillful reason, besides. Saying thank you to a customer or just acknowledging their positive review can have a knock-on effect. This uncomplicated stride tin can put you at a massive head start compared to your competitors. Replying to positive reviews tin:

• Bring in new customers: If people are window shopping and reading reviews, they're trying to make up one's mind whether or non to buy from you. Making a good impression with how you respond to reviews tin can leave a good impression and turn them into new customers

• Improve client retention: Replying to positive reviews shows your customers that you intendance about them and capeesh them

Real examples for how to respond to positive customer feedback

What to include in every reply

Get personal & say thanks

Talk to your customers like you would if you were on a phone call or seeing them in person. When responding, don't begin with "Dear customer." Use their name instead. If their name is Bill, start your reply with "Hi Pecker" or "Good Afternoon Bill". It's that elementary.

Next, say give thanks you to the customer for taking the time to go out you a positive review. Y'all tin can fill in the rest of the message with other specifics almost their review, but starting and finishing your respond with a "thank you" is very important.

You should also be mindful of using generic templates to respond to feedback, even when you are just saying thank you for a positive review. I scroll downward your list of reviews will expose this lazy tactic, and your customers (and potential ones) volition pick upwards on it.

Get specific

Making replies as specific as possible volition show the customer that you lot actually read it and captivated what they've said.

This is an active listening technique that shows the person yous're talking to that you are listening to what they say. Repeating what the customer said or picking up on a item product or service they mentioned is an ideal manner to do just that.

Look at this example:

By repeating the brand of motorcar the client has, the garage owner is clearly showing them that they non merely appreciate their positive review—they've really read it.

Be human

Here'due south something you may not know—responding to reviews (positive or negative) can assistance heave your search engine rankings. This doesn't mean yous should stuff them total of keywords to try and rig the algorithm. On the contrary, you should keep your tone of voice as man as possible.

Respond template example: Rave reviews

Learning how to respond to positive reviews is a chip similar accepting compliments—it can take some getting used to.

For businesses, there's nothing quite like seeing a 5-star review pop-upwards on a platform. When responding to rave reviews (which you lot should exercise ASAP once they're posted), stay apprehensive and beholden. Remember, these customers are the ones that are going to tell their friends and family virtually how awesome your products are, then proceed it all about them.

Cheque out this response Made.com wrote after a happy customer posted a rave review on Trustpilot:

This response ticks a lot of boxes because information technology:

✅ Addresses the customer past name

✅ Is written just 6 hours later on the review appeared online

✅ Mentions the product the customer purchased and thanks the client for their business

How to steal this positive response

Got a rave review y'all need to reply to? Endeavour this:

Howdy [Customer Proper noun[,

Cheers and so much for your astonishing review! We are so happy to hear that you are enjoying your [PRODUCT Buy]. Delight let united states know if we tin help you with annihilation further, and thank you for taking time out of your day to get out us this super kind review.

From all of us at [Visitor] family, we look forward to seeing you once again soon!

[YOUR Proper name]

Reply template example: Storytellers: people who write a long-winded review

Sometimes, reviews take usa on a journeying.

They are then happy with a product that they want to paint united states of america a picture of how they came to find it: what problems they encountered, and how your company has solved them. Like any skilful story, these reviews are structured and have a start, middle, and stop.

Like this review from a restaurant patron:

The customer conspicuously came into the restaurant for a beverage with his friend, but it was the staff'south attending to detail that won him over. The restaurant'south response was perfect because information technology took the praise while highlighting the bartender'due south hard work:

How to steal this positive response

If you become a storyteller review, here's how you should respond:

Hi [CUSTOMER Proper name],

Reviews like yours make our day because it makes all the hard work worthwhile. It's then fantastic that [PRODUCT OR SERVICE] has made such a difference and has finally solved your problem.

Thank you once again for choosing [Visitor], and we can't wait to run into you again!

[YOUR Name]

Reply template case: Customers who beloved your product and want to assistance

Fifty-fifty customers who are super happy with your product want to offer effective feedback in their positive reviews.

Replying to these types of reviews is really important every bit it shows customers that you are actively listening to suggestions on how to improve your production. When we receive these types of reviews at Front, customers tell usa how to better the product to make their lives easier.

Check out this review we received in 2019:

The review was very positive (check out that 10/x!), and we're lucky to have helpful customers who want to make our product better. The constructive feedback was noted in our response:

This response works because it:

✅ Thank the customer (and addresses them personally)

✅ Acknowledges the positives (it's making the customer's life easier)

✅ Takes on board the workflow issues and reassures the customer that the development team is working hard to set them

2 years later, and we're happy to report that the issues have been fixed.

Reply template case: Stand-up comedians—people who try to be funny

Customers like to have fun like the rest of us, and sometimes it spills into their reviews. Check out how this comedian-turned-reviewer praised a company when they purchased… a gallon of milk.

This whole review is a ride, and the customer is obviously dabbling in sarcasm. Simply reviews similar this open up up the door for companies to mix upward their replies and have a picayune fun too.

Hither's how we would respond:

Hi [CUSTOMER NAME],

Cheers for your review. Our unabridged ethos at [Company] is to nurture upwards-and-coming Nobel Prize laureates—and it looks like we've achieved it!

Take you tried out our chocolate milk? It's ideal for tardily-night study sessions.🥛

Thank you once more for your review,

[YOUR NAME]

Share customer feedback with your team: develop a plan to share feedback with your team

When your company gets feedback (expert or bad), the rest of the team should know most information technology.

Our friends at CustomerSure said it all-time: "If the first error is to inquire for feedback and do nothing almost it, the second mistake is to get valuable customer comments but merely permit a few people encounter them." So, how should you practice it?

Companies frequently make the fault of gathering feedback and summarizing it before giving information technology to their team. If your team gets feedback like this, they won't have whatsoever context near who the customers are and what their problems were.

To brand sure your squad knows exactly what your customers are feeling, develop a plan to share feedback with them. You tin do this in three easy steps:

1. Figure out a way to present customer feedback to your team

2. Make customer feedback easy to understand

3. Automate the process and then it runs on its own

Related reading: Check out our detailed guide on how to share client feedback with your team .

Have unanswered reviews? Time to get replying.

Replying to reviews—whether expert, bad, or ugly—is an important part of customer service.

What may seem like a simple "thank you" to a positive review on your end can change how customers (and futurity customers) view your brand. Responding to positive reviews shows customers that y'all care almost them and have their feedback into consideration.

Merely information technology too does something more—it humanizes your brand. A visitor that shows public appreciation for customers and says thanks for positive feedback is a clear bulletin to future customers: we got yous.

Written past Kimberlee Meier

Originally Published: viii June 2021

campbellprole1994.blogspot.com

Source: https://front.com/blog/how-to-reply-to-positive-customer-feedback#:~:text=Thank%20you%20so%20much%20for,us%20this%20super%20kind%20review.

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