Online reviews play a big role in consumers’ choices. Before ordering, people often check what others think of your business. But at least as important as the review itself is how you respond to it.
Why responding pays off
A response to a review is read not only by its author, but by every future visitor. It shows how you treat customers. A business that responds kindly and constructively, even to criticism, builds trust.
Responding to positive reviews
A positive review deserves a personal thank-you. Briefly address what the customer wrote, so it does not become a stock phrase. That shows you have actually read and appreciate the feedback.
Responding to negative reviews
Criticism is never pleasant, but it offers an opportunity. Here is how to handle it:
- Stay calm and professional. Do not respond defensively, even if you disagree.
- Show understanding. Acknowledge the customer’s experience and apologise where that is appropriate.
- Offer a solution or next step. Invite the customer to get in touch, so you can solve the problem.
- Keep details private. Do not discuss order details or personal information in public.
Common mistakes
- Only responding to positive reviews.
- Using templates that do not match the review.
- Getting into an argument in public.
- Waiting a long time before responding.
Reviews as a source of improvement
Reviews tell you what your business does well and what could be better. By collecting recurring themes, you gain valuable insights for your product, delivery and service.
Outsourcing review management
No time to respond to reviews consistently yourself? Mijnsupportdesk takes over responding to reviews according to guidelines agreed in advance, and picks up complaints as customer service cases. Read more about online review management.