Is this post even necessary? Do you even have to do anything whenever you get a positive review online? Surely, there is no strategy that could make a happy customer… happier?
Sure, a business owner or marketer will have to respond to negative reviews, but if customers have nothing but awesome things to say about a given business, product, or service, why respond at all? It’s all about opportunity.
Responding – or not responding – to a positive review means seizing – or missing – an opportunity. Your customer has enjoyed your service and you could take note from many Public Relations “best practices,” and use the positive review to bolster your agenda – if you know how to spin it.
Here’s a set of great tips on how to respond to positive reviews:
1. Say thank you.
It’s not just about having good manners. It’s also about showing appreciation for the fact that a customer took the time to share his or her positive experience with your product or service.
2. Reinforce the positive.
What did the customer like best about his or her experience with you? Recognize it. Then confirm it again in your response. This way, you get to build buzz not only about a general brand name or business; you also get to hype up a specific product, service, or feature being offered.
3. Ask what you can do better.
Good, better, best – never let it rest. If you’re truly serious about reaching the potential of your business, you’ll find every opportunity to improve. Even if that opportunity comes from an already glowing review. Asking happy customers what else you can do to help is a great way not only to keep the feedback loop going, but also to affirm and improve a positive experience.
An extremely negative and unfair review can hurt and drive people away. But there are ways to minimize the possibility of that happening. If you respond politely, professionally, and promptly, it’s likely that readers will see through the unhappy customer’s words and give you the benefit of the doubt.
4. Share with your team.
There’s nothing like anecdotal evidence to show your team exactly what makes customers happy, and encourage more of that behavior. It also has a secondary effect of boosting moral, so be sure to share the review (and your support) for your team’s success.
5. Monitor what customers are saying online.
Many business owners automatically distrust whatever customers have to say in online reviews, especially when the reviews are bad and the ratings are low. Sometimes, though, you have to listen carefully and be objective about what people are trying to say about you.
After all, there could be weaknesses in your operations you previously may not have been aware of, and which reviews may be able to point out. So don’t be inflexible. Monitor reviews, identify these weaknesses, and work to address them.
However, with all great power, comes a responsibility. Take all these tips with a grain of salt – you don’t want to alienate your happy customer with an over-sell or berating them with more brand interaction. They’re already happy!
Do you have more tips? Leave them in the comments below!