PCF Blog
RESPOND TO COMPANY REVIEWS PROMPTLY.
Bad Reviews can negatively affect your Company. Several Bad Reviews received over a few days could put your Company out of business. It is important your Company look at all major Review Sites (Yelp, Google, Facebook, Tripadvisor, Amazon) and respond directly, politely, and factually to the Customer without emotion. This shows the Public you are responsive. PCF helps your Reviews to stay positive! Ask us how!
- Be Prompt When You Respond Within 24-48 Hours.
- Be Professional and Polite by using a friendly tone in all your responses.
- Be Authentic and Avoid Generic Responses. Personalize each response which shows genuine concern and appreciation for the Customer.
- Be Specific when appropriate and reference specific details within your response to show you’ve read what the Customer has sent you.
- Be Consistent and maintain a style and tone that is similar with all responses you send.
- Encourage Further Engagement by inviting your Customers to reach out if they have further questions or concerns.
- Acknowledge the Feedback (Good & Bad) which shows you are addressing what they’ve sent.
- Apologize Sincerely if there is a really bad review.
- Take It Offline if it is a Bad Review issue that is complex and suggest moving the conversation to a private communication channel for further assistance.
- Offer A Solution with “Next Steps” to address the Customer Complaint.
- Learn from the Customer Feedback if you start to see a pattern in Customer Complaints so you can turn the Negative Reviews into Positive Reviews.
Positive Reviews are best being responded to which thank the Reviewer and express sincere thanks for their positive feedback. Personalize a response to a customer by using their name and mentioning specific details from their review. Acknowledge and reinforce what they liked about your product or service which helps to highlight positive aspects of your Company. Encourage Repeat Business by letting the Customer know you look forward to serving them again soon.
Examples of sending a Positive Review Response are as follows:
We appreciate your kind words (Customer Name)! We are particularly happy to hear you enjoyed your experience with our (Product/Service). Thank you for letting us know the (Specific Service or Product Detail) that helped to make your day productive. We look forward to seeing you again soon!
SCAN THE QR CODE TO HIRE PCF TO HANDLE YOUR COMPANY REVIEWS!
