Reviews left by consumers are of great value to your business – they build trust, create transparency, and cement the power of your reputation online to maintain and advance your future well-being. When 90 percent of online visitors are driven to find reviews before contacting a business, there is no doubt they are gold dust to every business owner.
But the reviews themselves have a hidden extra level of advantages that can be unlocked purely by responding to them – with a few things to consider when you do.
Respond with care and politeness
Your response is the ideal opportunity for a prospective client to see how much you value customer care. Thank the reviewer. Say you appreciate the time they took to leave you feedback – that you love what you do and providing quality work and great service. Address it to the reviewer by name. Always keep in mind that your audience is the person you want to use your services in future. People are more likely to want to engage with someone who is open and warm and your response is the ideal chance to express that.
Use your business name and key words
Remember that the more that is said about you online, the more you can grow SEO (Search Engine Optimisation) organically. So say it your self – “all the crew at Bob the Builders enjoyed the opportunity to renovate your home and build you something you’re happy with”. Dropping your business name and keywords pertinent to what you do is a free way of increasing your online presence.
Promote new services or products
Think of your response as the perfect means to let customers know about some new things you may have on offer. If they left feedback on a new garage door you installed, then let them know what else you do as well – remember – consumers are reading the reviews and your responses – so sell yourself and your portfolio of products and services.
Always keep in mind that your audience is the person you want to use your services in future
Your great reviews are waiting for you to optimise – it doesn’t take much time or effort and the return is substantial. Every business that is successful thrives because of its customer service as much as anything else, so utilise the increased value of feedback on your business by considered responses.
It’s just one small thing you can do today to make your business thrive tomorrow.
If you need some pointers on how to turn a negative review into a great opportunity – check out this short article here.
NoCowboys is New Zealand’s only authenticated review platform. Since 2006 we have helped grow thousands of Kiwi businesses – talk to us about how to attract future customers based on what your past customers say about you.
