Mastering the Art of Responding to Different Types of Customer Reviews

Mastering the Art of Responding to Different Types of Customer Reviews

Mastering the Art of Responding to Different Types of Customer Reviews

      Customer comments is an inevitable part of online brand reputation management. In the event you run a business online, you would probably definitely get reviews from customers about your products and services.

It is important to note that customer reviews wouldn't always be in preference of your business. At some point, nearly all retailer would receive negative feedback.

The good information is both positive and negative reviews function as opportunities to improve your brand reputation and strengthen the sense of business sincerity and credibility.

To help you leverage those opportunities to the fullest, we now have put together common types of reviews retailers can expect to get and how you should deal with them.

TYPE 1: "YOU ARE AWESOME"

This can be the category of reviews that come from customers who are actually your fans. That they love your products and services and keep returning for more while going out of reviews that are positive on your website.

Via the tender, you no longer need to do nearly anything except feeling good about yourself and basking in the glory of positive customer vibes around your brand, right?

Wrong.

If perhaps utilised mindfully, positive reviews can help you further boost your reputation and appeal to more prospects and drive conversions.

How to reply;

Thank the consumer. Respond to each and every review in a personalised way to demonstrate customers gratitude and let them know you care about their business.

Mention your name brand in your reply. This will help to your business rank higher in Search engines.

Promote your products/services in the comment. Many of your prospects would be reading your responses to determine your accountability and responsibility. Give them a reason to try your offerings by stating something interesting about the item or mentioning your upcoming range in reaction to your existing customer reviews.

TYPE 2: "I ORDERED ANYTHING AND GOT SOMETHING ELSE"

This is where you (the seller) messed up. You shipped the incorrect item or the wrong size. Maybe, the item acquired damaged on the transportation. The item got delivered past due.

Slip-ups like these can happen when you are selling online and there is nothing wrong in it. What's wrong is not taking responsibility of your mistakes and not addressing such reviews and responding to the issue, which frustrates the client even more.

Just how to respond:

Admit it. You know it's you who messed up, so admit your mistake and apologise. Sometimes, even a simple apology does almost all of the reputation repair work.

Do not shift the blame on to others (the shipping company or the bad weather) even if technically it has not been your fault. This will make you look even more irresponsible and will hurt your business liability and integrity.

Emphasise that this isn't usual. The prospects must be reading those not-so-good reviews. Thus, do allow concerned customer and customers know in your reply that this isn't how things generally work in your business.

Offer a quick fix. Address the matter promptly and give a favourable solution to let the customer know that you care.

TYPE 3: HEY THERE, We AM HERE TO ELIMINATE YOUR REPUTATION

These are illegitimate reviews that plant up with the only objective of attacking your business reputation. Fake, unethical reviews may come from unethical competitors, disgruntled customers or from individuals having personal grudges against the business owner or anyone at the company.

How you can respond:

Do not erase the comment or review. This will likely make it look like you are concealing something while making people more bothered about your business and offerings.

Submit a removing request. Provide the review platform evidence to confirm that the review is not genuine and legitimate in order to have it deleted safely by the platform itself.

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Do not a victim of online reviews, take control of your reputation

Even if you deliver the best product in the market and are the preferred choice for most local buyers, negative reviews can occur to your business. They may be based upon an outright lie as a result of the frustration of one of your opponents or could be the result of a misunderstanding.

No matter the source of review or underlying reason, a negative review can do the damage it is supposed to, in any case. Instead of sitting again and are you questioning why this just occurred for you when you were only selling the best quality, take action to regulate your falling reputation.

Besides following the advice above, you can consider selecting a professional reputation management company to cope with customer reviews proficiently while keeping a positive occurrence online.