Wondering how to manage and respond to your customer reviews? BBB offers the following tips to help you actively engage with your clientele:
1.) Set up Google Alerts to Monitor.
An alert can be set up so that an email is sent every time a new review comes in, or if consumers talk about your product or service. This is a way to stay continuously updated on the buzz around your business.
2.) Consumers Like to See "Both Sides".
Typically, consumers are less concerned that a company got a negative review. All of BBB customer reviews are transparent and allow businesses the opportunity to respond.
3.) Always Respond! Yes!
Each and every review, good and bad, deserves a response because they are equally as helpful to your business. Respond timely, appropriately, and with a first-person perspective. If it is a good review, a simple "thank you" is fine. If it is a bad review, make an honest effort to resolve the issue. Do not engage in an online dialogue, always try to take it "offlice" and respond more personally via phone or e-mail.
4.) Be Human.
Customer reviews are like people, all different and unique, sharing individual experiences and opinions. Be genuine. Respond professionally to reviews, trying to avoid canned responses or "corporate" speak.
5.) Remember This is Business.
It's hard not to take a negative review personally, but remember you want to respond as professionally online as you would in person. If you wouldn't say it to their face, don't post it.
6.) Solutions Are Important.
A business's response to a customer review displays their genuine appreciation of the customer's business and the extent to which they want to develop long-lasting relationships with every customer.
7.) Engaging Your Customers.
Ask. If you don't ask, your chances are slim to none to getting a positive customer review. If a customer has a bad experience, they will set out to write a bad review. A customer with a good experience may simply let you know in person, over the phone, or in email within a conversation. This is your time to ask a customer to share her/his experience in an online review.
