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Learn the 3P’s to help your business respond to online reviews
Advice from award-winning CEO Bryan Caplan, national speaker for Google’s Get Your Business Online program
Did you know that 97 percent of consumers read online reviews? What’s more, 85 percent of consumers trust online reviews as much as personal recommendations from a family member or friend. That’s why it’s vital that your business responds to online reviews, both positive and negative, the right way.
When training small business clients on how to manage their reviews online, I leverage what I’ve coined the three P’s of responding to reviews. These include being:
Whether it’s on Google, Yelp, Facebook, or any other review site, the three P’s provide you with an actionable framework for managing your business’ online reviews. Continue reading on to learn how being prompt, professional and positive with your reviews can help your business.
Be prompt when responding to online reviews
Customers want to be reassured that your business cares about their experience. One way to achieve this is to respond promptly after a customer posts a review. A prompt response shows the reviewer that you acknowledge their feedback. As a best practice, reply to reviews within one to two business days.
By being prompt, you’re also showing prospective customers that you value the voice of your customers. This will help your business’ reputation, because you are showing that you give your attention in a timely fashion.
Be professional when writing your online reviews
Whenever you post anything online, it becomes public record. That’s why you need to keep your responses to online reviews professional. This means using proper spelling and grammar. By remaining professional, you enhance the perception of the quality of your business to other customers.
Be positive when responding to reviews online
Since every customer’s expectations vary, some online reviews might be negative. This could be because the reviewer had a poor experience with your employees, products or services. Our natural inclination when confronted by criticism might be to become defensive or dismissive. That’s not how you should handle these instances.
No matter how great or nasty a review, you need respond with positive intent. It’s important to remember, when a consumer writes a review, they’re giving you valuable feedback that you can use to optimize your business. You should express gratitude by being positive and trying to solve their problem.
To go more in-depth into the three P’s find my complete article here. You’ll find additional templates on how to properly respond to online reviews. This will help you own your reviews.
If you need help with your digital presence, check out the Google webinar series that I hosted with Worldpay. It will train you on how to setup your Google My Business listing as well as other digital marketing best practices.
You can learn more about me at www.bryancaplan.com.