Replying to Reviews

Why Reply to Reviews

A recent study showed that replying to both positive and negative reviews resulted in better rankings.

“Overall, these analyses suggested that improved ratings can be directly linked to management responses. And, perhaps surprisingly, we also found that when managers respond to positive reviews, it has the same benefits as when they respond to negative reviews.”

Replying to Positive Reviews

  • Mention their name
  • Thank them
  • Encourage them to do business again

Template #1

Dear [name], thank you so much for taking the time to leave us a review! We look forward to seeing you again. :-)

Replying to Negative Reviews

  • Don’t reply in anger
  • Share facts
  • Offer to rectify the situation
  • Mention their name
  • Thank them
  • Move the conversation offline

Template #1

Dear [name], thank you for taking the time to share your feedback. We are very sorry your experience didn’t match your expectations. This is a rare case and we will try to do better.

Please reach out to [name] at [email / phone] with any comments, concerns, or suggestions you'd like to share. We would love to make things right if you give us another chance.

Template #2

Hello [name], we apologize for any confusion. Our goal is to have satisfied customers. We are a little confused though. [explain the facts of what really happened in a tactful, yet accurate way so as not to tarnish your reputation]. Please reach out to [name] at [email / phone] so that we can resolve the issue.