How to Craft the Perfect Response to Positive Online Reviews

  • By Jackie Petre
  • 30 Aug, 2017

Everything you need to know about responding to reviews

Have you ever gotten a positive review from a customer and not known how to respond? When it comes to managing your business’s online reputation, it can be difficult to know how—or if—you should respond to customer reviews. Some businesses tend to only respond to negative reviews or not respond at all. However, the rule of thumb to abide by when you see an online review of your business is to always respond to your customers.

Previously, we’ve discussed the proper way to respond to negative reviews online , which is tricky and requires a very calculated response. While responding to positive reviews isn’t quite as difficult as reaching out to a dissatisfied customer, it still requires acknowledgement and appreciation. Here’s how to craft the best response to positive online reviews about your business.

Regularly Check Your Reviews

In order to respond to all positive reviews in a timely manner, you need to be aware of where those reviews are coming from. Start by keeping a list of all the places your business has reviews, which could include Google, Yelp, Houzz, Facebook or any other similar sites, and regularly check for new posts. As soon as you see a new review, you should immediately post a response.

Don’t Just Respond to Negative Reviews

It’s easy to focus on negative reviews when they’re made public because you want to defend your business from false accusations or unfair claims. While we’ve already acknowledged that it is important to respond to negative reviews , it’s equally important to respond to positive (and neutral) reviews, too. This shows that you appreciate all feedback from clients, and that you pay attention to every customer, not just the loudest ones.

Say Thank You

If someone is willing to take the time to post a positive review about your service, he or she clearly wants people to know about the excellent service you provided. This takes time and effort on their end, which you want to show your appreciation for. Always reach out and post a response to positive reviews, making it as personal as possible. Try to include specific details, like the following:

  • Customer’s name
  • What service you provided for them
  • Additional services they might be interested in
  • Any other project-specific details

A generic response is better than no response, but the more details you can include, the more potential customers will see that you really care about your clients. You can also use this as an opportunity to mention their referral to friends or continued service in the future. Most importantly, make sure to say ‘thank you!’

Make it Public

Publicly responding to reviews is also a great marketing tactic to show your commitment to excellent customer service. If you respond privately to reviews, via email or online message, you lose the opportunity to show future clients that you have communicated with customers and thanked them for their service. This proves to potential clients that your friendly service continues even after you make a sale and finish a project.

Use Your Comment as a Free Advertisement

When you respond to a positive comment, you have the opportunity to let loyal customers know about upcoming deals and specials you have. For example, a house painting company with a positive review could be responded to like this:

“Thanks for the positive feedback, Shannon! We’re so happy to hear you love the new color on your home’s exterior. We also wanted to let you know that we’re currently running a 15% off special for returning customers, so if you decide to paint your kitchen like you mentioned, give us a call and we can discuss your color options. Thanks again!”

Even if this particular customer doesn’t take you up on your offer, you’re still letting other visitors know about a special you are running, which could motivate them to contact you for your services.

Display Positive Reviews on Your Website

All these positive reviews and your efforts to respond are useless if the right people can’t see them. You want potential customers to have access to these positive reviews when they are looking at your business, so what better place to display them than directly on your website?

Incorporating an online review builder  like Locallogy’s will pull only 4- and 5-star reviews from the Internet and shows them on your website’s testimonial section. Locallogy provides this service as a way for businesses to easily ask customers to leave a review, and then funnel these positive reviews onto your website. Many of our clients have seen an improved online reputation by using the Review Builder to gather and display great reviews directly on their site. A review builder system like this allows leads to see what customers with similar needs to theirs had to say about your service, and hopefully encourage them to take action and contact you.

The Bottom Line

The bottom line is that no matter what kind of review your business gets, you should always take the time to publicly respond to customers. Whether you’re thanking a client for a rave review or offering to fix a problem brought up on a negative review, you’ll be amazed how far acknowledgement goes for your customers.

The Science Behind Digital Marketing

By Jackie Petre 14 Sep, 2017

People are increasingly choosing the Internet as their preferred method of finding products or services they are looking for, rather than more traditional sources like radio, television or even print media. So, it makes sense that the Internet is becoming a more popular platform when it comes to advertising, too. As online searching becomes more widely used by consumers, PPC, or pay-per-click advertising, is becoming the new norm for marketing.

PPC is the most effective way to get your business seen by the right people when they’re looking for the products or services specific to your business and location. This shift from traditional media to the Internet as a marketing platform poses incredible advertising opportunities for local businesses, especially for those smaller budgets not large enough for traditional advertising.

Here’s why PPC advertising is better for local businesses than traditional advertising.

By Jackie Petre 08 Sep, 2017

As a digital marketing agency, we get a lot of customers saying they want to rank in the top spot on Google. For many, their goal of having a professionally created website is to magically make their way to the first page overnight (or within a few weeks). While it’s great that people have such high aspirations for their company’s digital marketing campaigns, it’s not quite as easy as it sounds to show up on the first page of Google.

This is something we explain to our clients time and time again. We understand that Google is a tricky business, and it’s ranking system doesn’t always make sense to those who aren’t involved in digital marketing. That’s why we make it our goal to explain those first page results, as well as how a marketing strategy can help your website rank higher.

Here’s how Google ranks content on the first page, and how to work your way up there.

By Jackie Petre 30 Aug, 2017

Have you ever gotten a positive review from a customer and not known how to respond? When it comes to managing your business’s online reputation, it can be difficult to know how—or if—you should respond to customer reviews. Some businesses tend to only respond to negative reviews or not respond at all. However, the rule of thumb to abide by when you see an online review of your business is to always respond to your customers.

Previously, we’ve discussed the proper way to respond to negative reviews online , which is tricky and requires a very calculated response. While responding to positive reviews isn’t quite as difficult as reaching out to a dissatisfied customer, it still requires acknowledgement and appreciation. Here’s how to craft the best response to positive online reviews about your business.

By Jackie Petre 24 Aug, 2017

The famous ‘three A’s’ have long been a psychological approach to dealing with a problem, typically when it comes to addiction or criticism. However, we have found that the 3 A’s can also be applied to digital marketing as a way to test, measure and achieve your success.

In the marketing industry, the three A’s allow you to try out various strategies and compare the results at each stage. In the end, the campaign that performs the best at all three levels is ultimately the one that you should continue pursuing.

When it comes to creating goals for your marketing strategy, these are the three golden A’s to abide by:

  1. Awareness
  2. Acceptance
  3. Action

By Jackie Petre 16 Aug, 2017

Everywhere you look nowadays, people have their eyes glued to their cell phones. Between text messaging, taking photos and browsing social media, it’s hard to keep the attention of anyone under the age of 50 for more than a few minutes if their phone is nearby. That’s exactly why marketers started jumping at the opportunity to be right where they wanted to be: a few inches away from their target’s face on a cell phone screen.

In recent years, many small businesses--especially those that use a scheduling system of some sort—have started utilizing SMS (short message service, aka text messaging) as a form of marketing and communication with clients. SMS marketing is an immediate form of communication that has the capability of reaching a largescale audience within seconds, something that emails and phone calls can’t compare to anymore. And with 75% of millennials in a recent survey choosing texting over talking, it makes sense that SMS marketing is a tool small businesses need to start utilizing.

By Jackie Petre 09 Aug, 2017

When was the last time you pulled out your phone to find a nearby restaurant or coffee shop? Probably pretty recently. And when you did, what phrases did you type into the search engine? Probably something along the lines of ‘Mexican restaurant near me,’ or ‘nearby coffee shop.’ With more and more people using their mobile devices to perform Internet searches on-the-go, there has been an increase in usage of the phrase ‘near me.’

And this doesn’t just apply to food searches.

People are searching for specific services using the terms ‘near me’ in industries of all kinds. This simple change in search terms can give users better search results, and can market your business in a wider area. However, this isn’t something Google can do on its own; first, you need to make sure your company’s website is optimized for ‘near me’ searches.

By Jackie Petre 03 Aug, 2017

Google’s latest technological asset for businesses has recently launched, and it’s a game-changer for small businesses that are just starting out. It’s called Google Sites.

For those who have a business but are just figuring out the best way to establish an online presence, Google Sites might be the tool for you. This feature, provided by the search engine, allows business owners to build and manage a mini website on their own, all without the help of a programming professional. It’s not a high-tech website, but for those looking to make basic information about their company and services available to the public, Sites can get the job done.

Anyone who runs a Google My Business account —which should be all business owners—can access this feature and create a mini site in as little as ten minutes. Plus, everything is done through Google, so when you make a change to your local listing, such as updating business hours, the changes will automatically be updated on your website, too. For a small business owner, saving valuable time like this adds up.

Sounds pretty great, huh?

By Jackie Petre 27 Jul, 2017

When you look at your business’s website, are you proud of the way your company is represented? Do you feel like your level of work is accurately portrayed through your photos, web design and site optimization? If you can’t stand using your own site, chances are that your customers won’t either. But before you give up on your company’s online presence, consider the difference your business could see when your website is gaining you new clients rather than repelling them.

When it comes to your company’s online presence, your website can go one of two ways: either it can help your business, or it can hurt your business.
By Jackie Petre 26 Jul, 2017
While it’s obviously important to have quality images of your products or service jobs on your website, you don’t want to overlook the content portion of your site , particularly in the form of descriptions. Providing the visitor with detailed product and service descriptions gives a better idea of what to expect when working with you.
By Jackie Petre 20 Jul, 2017

The purpose of a call-to-action (CTA) is, first and foremost, to provide an instruction to website visitors to contact you immediately, as well as a reason why. It tells them what they will gain from working with you and motivates them to take action to make that happen. Therefore, a good CTA will invoke the customer to contact you on the spot. 

Here's how you can create the perfect call-to-action that will have consumers off your site and in your office. 

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