Positive reviews are another way to increase your local search engine rankings through organic means, even if you are a small business. The more people that know your brand, the more visibility is to Google. Every business has taken the importance of online reviews because it has become one of the most important ways to market your small business to consumers.
What you may underestimate is the importance of responding to positive reviews. They don’t generate a lot of buzz on social media or the press because people will only take time to look at the negative reviews. Below we’ll give you some helpful steps and templates to ensure how can your business respond to positive reviews.
Why should you respond to positive reviews?
People are considered as your promoters every time they leave a positive review of your business.
The 3 reasons why small businesses should respond to positive reviews
1. It increases your local search rankings.
Getting a large amount of high-quality positive reviews is one of the most effective ways to increase your rankings in search engines.
However, Google has business guidelines that everyone should follow to increase one’s search ranking, which includes receiving and responding to reviews.
2. It attracts prospective customers.
According to Search Engine Journal, there are about 67% of consumers that are greatly influenced by online reviews. It’s why small businesses must pay special attention to responding to reviews. Doing so will allow you to get more potential customers.
3. It creates customer loyalty.
Attracting new customers takes a lot of effort and time compared to retaining current customers. Current customers are valuable and cost less to market. Responding to their reviews and any positive reviews will encourage existing customers and newer ones to make a purchase again.
Positive reviews show who your cheerleaders are about your business. Treat them as your number one promoter for your business. A person who admires your company is a customer who will keep coming back and using your business time and time again.
How to respond to positive reviews for small businesses?
Here are a few things you must understand when responding to positive reviews.
Step 1: Focus on highly engaging customers
Skimming through and responding to reviews can take time, depending on how many you receive in a day. Pay special attention to the reviews that are long, detailed, and insightful. A customer that leaves this type of response is a regular at your store and loves your products. You need to send a unique response to each customer to let them know that you care and aren’t delivering scripted responses.
Step 2: Personalize your reply
Start your reply by personalizing your greeting using your customer’s name. Make sure you use the right name and correct spelling.
Step 3 Thank them
Always thank your customers. First, is for leaving a review and second, is for the positive review. Approach them by mentioning the location of your store in which they visited or the name of your shop. Respond to the first person as well.
“Thank you for your review. I’m glad that you took the time to share your experience at Brad Cafe, downtown location.“
Step 4 Include details about their experience
Consider SEO in the review response. Include the details the customer has left about their experience at your establishment with relevant keywords to increase your Google search rankings.
“We’ve noticed that you enjoyed our waffles and frappes. You took a great shot on one of our menus in your social media. Our waffles and frappes never looked so good.”
Step 5 Put some additional information
If one of your customers mentioned something in the review. Try to make it more interesting by inserting a meaningful backstory behind your product or service.
“The beans that we used in our coffee are all home-grown by local farmers. Blake, one of our top baristas, recommended this beans to us when he visited his hometown. He’s been with us for quite some time now.”
Step 6 Address Concerns
Take note that some customers leave a positive review with negative feedback or suggestions. Make sure you won’t skip on addressing these concerns.
“We apologize for the lack of variety of breakfast menus we offer. We will try our best to give you more selections in the future. The management will take action on your concern.”
Step 7 Offer discounts and promotions
Include discount offers and promotions that are relevant to the customer’s experience. It’s one of the best ways to encourage your customers to come back to your store.
“The loyalty card is now available to all Brad Cafe Branches. You can receive a free drink of your choice after every 10th purchase in Brad Cafe.”
Step 8 Encourage your customers
If you got no promotions to offer lately, include a light call to action on your response to allow your customers to be up to date with your business. Encourage your customers to come back or let them follow your business on your social media accounts.
“To give you the utmost comfort and accessibility, we already have an app you can use to view our menu, place orders, and earn rewards. We are now available on top leading food delivery apps.”
Step 9 Properly send-off
Never end your response with a promotion or call to action. Acknowledge the customer and add a pleasant closing statement. Make sure to sign your name at the end of the response.
“Thank you again, Brenda! We hope to see you around the cafe sometime.
– Brad Cafe Management”
If We Combine It
Here’s what our example looks like when we combine all of the steps:
Thank you for your review. I’m glad that you took the time to share your experience at Brad Cafe, downtown location.
We’ve noticed that you enjoyed our waffles and frappes. You took a great shot on one of our menus in your social media. Our waffles and frappes never looked so good.
The beans that we used in our coffee are all home-grown by local farmers. Blake, one of our top baristas, recommended this beans to us when he visited his hometown. He’s been with us for quite some time now.
We apologize for the lack of variety of breakfast menus we offer. We will try our best to give you more selections in the future. The management will take action on your concern.
The loyalty card is now available to all Brad Cafe Branches. You can receive a free drink of your choice after every 10th purchase in Brad Cafe.
To give you the utmost comfort and accessibility, we already have an app you can use to view our menu, place orders, and earn rewards. We are now available on top leading food delivery apps.
Thank you again, Brenda! We hope to see you around the cafe sometime.
– Brad Cafe Management”
Share that Positive Review Now!
No matter how big or small your business is, what’s important is how you respond to all of your online reviews, whether it is positive or negative. After you have received a bunch of positive reviews with a good response, why not share it on social media? You can showcase that to your followers that you provide excellent service and at the same time, create engagement.
Angela is a Marketing Staff at Meegle. She writes words about stuff in the Meegle blog and Oh, she’s a social media addict that made her become a social media strategist and specialist.