Are you planning to digitize your business? Nowadays, consumers seem to become more comfortable purchasing via the internet than conventional means. As a result of this, the importance of review management for agencies is higher than ever today!
Today, almost every business and service provider going digital. We are seeing an immense rise in internet services as the world continues to evolve.
Some Real-Life Review Management Scenarios
For new business owners, reputation management might be a confusing topic. Though, it does not have to be this way. To help you get a better idea of how it works, we have put together a couple of real-life scenarios.
Let us look at them one after another.
First Scenario: A Good Review
“It was my wedding anniversary 3 days ago. I and my wife chose this place to celebrate our evening after getting recommendations from our colleagues. We booked a rooftop table, and oh boy, what an evening it was! The food, service, and ambiance of the place are top-notch. The staff was incredibly courteous and was kind enough to offer us complimentary drinks with the food. Thank you for making our evening special! We will be recommending this restaurant to our colleagues.” – Mark
This is a positive review. How do you think you should respond? Well, there is no complaint and the customer seems fully satisfied.
Your response should be something along the lines: “Thank you for the 5 stars our roof-top ambiance is specifically designed for special occasions like yours. Looking forward to seeing you around again!”
Remember, always be concise, courteous, and to the point.
Second Scenario: A Mixed Review
“Well, the products are quite affordable. The quality is acceptable too. However, the only thing that bothered us was the packaging. The product arrived in a torn packaging. Furthermore, it arrived a day later than expected. Other than that, we are satisfied” – Jennie
Here is an example of mixed reviews. These can be tricky, as a mixed review typically has 3-4 stars but rarely ever 5. This suggests that the customer did not particularly have a great experience. But their experience was not bad either.
In this case, the trick would be to acknowledge your faults. A simple validation of their statement could undo the small negative effects that such a review could have on you.
What should your response be? Check this out: “We are glad that you like and enjoy our product. I would personally apologize for the delivery delays. Sometimes, the transporting is delayed due to weather, traffic, or other constraints. But we are working on providing you a better experience. To make up for the delay, we would love to offer you free shipping on your next order. Other than that, thank you for your honest feedback!”
Third Scenario: A Bad Review
“Terrible service, late delivery, and inactive customer support. Never buying from this store again.”- Karen
Well, this is no less than any business owner’s worst nightmare. However, since the review does not offer many details or what went wrong, the best response would be to inquire about it without dismissing the buyer’s experience.
Such a response could undo the negative impact: “We are sorry that you had an unsatisfactory experience. It is our priority to satisfy each customer with top-notch service. will have one of our customer service representatives get in touch with you right away for more details and to offer you compensation. Let us make things right for you! Many apologies.
Such a response could help undo the damage that a negative review without context could have on your business. So, turn on the notifications on your review management system and always be on the lookout for such reviews.