Is It Important to Respond to Online Reviews?
Yes! People look at your responses to see what kind of business you run. Think of this as an opportunity to show people that you care about your customers, you are a nice person and you have integrity.
We recommend responding to the positive ones because if someone takes the time to give you some internet love, you show you care about your customers by taking a moment to respond (plus it is Google activity which they like). If someone gave you a gift or a compliment, you would not ignore it in person.
Responding to the bad reviews shows that every business has problems, but you get to show how you handle things. You get to tell your side of the story. It also shows that your reputation is important to you. Always respond with kindness and compassion first and never with offering anything for free because all that teaches people is to complain about you and they will get something for free.
We hope that you find this helpful! If you need additional assistance responding to negative reviews, be sure to visit our previous blog post “How to Handle Negative Reviews like a Professional” for more information. Thanks for reading!