Making the Grade with Customer Reviews
Back-to-school season is almost here and with it comes $68 billion in anticipated spend from consumers (National Retail Federation). As shoppers make their buying decisions, business reviews are one of the key factors that influence their purchase. In fact, 3 out of 4 consumers say it’s important to read reviews before visiting a business (Digital Impact Report 2016).
Small business owners looking to make a good impression should use tools like Google My Business which allow you to engage with, and manage, customer reviews. Below are a few tips for how small business owners can respond to reviews on Google:
Lesson #1: Be nice and don’t get personal
Instead of arguing with a frustrated customer, keep your responses professional and courteous.
Lesson #2: Keep it short and sweet
Customers are looking for useful and genuine responses, but they can easily be overwhelmed by a long response.
Lesson #3: Thank your reviewers
Respond to happy reviewers when you have new or relevant information to share. You don’t need to thank every reviewer publicly.
Lesson #4: Be a friend, not a salesperson
Your reviewers are already customers, so there’s no need to offer incentives or advertisements.