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Whatever your sector, it is important to ask your customers to rate your Business by leaving reviews. It is even more important to respond to them. In this case, take a few minutes to read Partoo's tips for better responding to your customer reviews on Google, Facebook, and TripAdvisor!
1. Be responsive!
Ideally, a review, whether positive or negative, should be handled within 72 hours. Your responsiveness will show your customers that their review matters.
Thanks to Partoo, you are alerted by email for each new review and all these reviews are centralized on a single interface to easily respond to them. You can also activate automatic responses to reviews without comments (article) to focus on those that require your attention.
Our advice to be even more responsive: download the Partoo mobile app. It allows you to receive a notification for each new review and respond quickly from your smartphone. Find out how to download it here.
2. Thank and make them want to come back 😏
No matter your activity, a customer who compliments you mainly writes their comment to please you: thank them and let them know their message touches you! Take the opportunity to tell them about an upcoming event, a product they haven't had time to try yet, a promotional offer, or any other element that might interest both them and other internet users visiting your page.
Here the Golf director announces on TripAdvisor that the Olympic Games will take place on one of his courses:
3. Do not engage in public debate
In case of disagreement with a customer, try to contact them privately by asking for their name or searching for them in your customer database.
Once the debate is over in private, if you find a solution, don't forget to mention it in the response #bestpractices 😄
In any case, do not engage in a comment exchange, the customer has much more power over your reputation than you have over theirs. Below is the response from the community manager of a local Facebook page of the Boulanger group:
4. Try to improve and find solutions
A customer who criticizes your Business may be looking for three things:
compensation. In this situation, handle it privately directly with the customer.
an improvement of your service for next time. In this situation, inform the customer that an effort will be made or look for a solution for next time. You can also encourage the customer to come back so they can test the improvement.
or simple "revenge" for which you won't be able to do much.
5. Find the positive in every review
Focus more on compliments than on criticisms you cannot do anything about: your Business is small... but it is friendly! It's up to you to adopt an optimistic approach:
6. Take the time you need, your response will be read more than once!
When you respond to a review, don't think you're replying to a customer, but rather that you are addressing a message to the thousands of customers who will see your TripAdvisor, Google Business Profile, Facebook listing... Responding positively, in detail, and tailored will always be beneficial in the long run.
Thanks to Partoo, you can go back to your response by editing it directly from your interface!
The Partoo team wishes you good luck
in writing your review responses!
If you want more information on how Partoo can help you manage all your customer reviews - whether you have one or thousands of Businesses - click below