A review is only as great as its response. The right response can make a 5-star review even more powerful and minimize the damage of a negative review. When responding to reviews, both negative and positive, take some tips from these businesses. Here are some ways to leave a great impression with your review response:
Example 1: Be creative and personal
Chef John Howie responds to Yelp reviews of his restaurant Seastar Seafood Restaurant and Raw Bar on YouTube. This is advantageous in a few ways. First, he reaches a broader audience than just Yelp users. Videos are shared much more often than other forms of media, so this can help increase visibility for Seastar Seafood Restaurant and Raw Bar. Second, a response like this establishes the restaurant’s credibility — it’s obviously authentic, since you can see the chef himself talking.
Example 2: Respond quickly
When a customer complained about their television screen on Twitter, JetBlue responded instantly, opening up a personalized conversation and offering a solution.
Example 3: Use humor
This sandwich shop didn’t get discouraged by negative reviews. It actually used them for marketing content by putting a lighthearted spin on one customer’s rant. This not only shows passersby that the business has a fun vibe; it also proves that the owners actually read their customers’ feedback.
Example 4: Recognize the staff
Positive reviews are a great way to boost employee morale and keep your team motivated to deliver awesome experiences every day. Check out how Hard Rock Cafe gave their employee a shoutout:
Example 5: Offer to follow-up privately
Even the most frustrated customer is not necessarily a lost cause. When you receive a scathingly negative review, try to avoid responding defensively, as this only escalates the issue. Instead, address their concerns calmly and offer to continue the conversation offline, like this hotel did on TripAdvisor:
Want to learn more about managing customer feedback? Check out BirdEye’s Review Management solutions.