How to respond to positive reviews on Social Media
One of the best methods to gain credibility for your business is to encourage customer reviews. Customer reviews that rave about your business can do wonders for attracting new customers! Because reviews and star ratings are so visible to the public they are a go to method for customers to determine if your business is trustworthy.
Why should you reply to positive reviews?
Replying to positive reviews gives you an opportunity to develop a long-term relationship with your best customers. If your Facebook page is active and Public search is enabled, your star ranking and review count will appear in Google searches. This immediately shows potential customers how people feel about your business.
How to get Positive Reviews
Ask for them! Most customers are happy to leave a review if they were impressed with your service or product. They may not be aware that you have a Facebook page so letting them know gives them an opportunity to leave good feedback. There are may ways you can ask customers to leave a review. This could be in person at your store, on marketing collateral, in emails etc. The key is to pick the right timing. You want to request feedback at a time your customer is most likely to be happy with the product or service you have provided.
How should you reply to positive reviews?
Firstly try to reply to reviews as quickly as possible! This means you will still be on the customers mind when they see your comment and demonstrates that your company is engaged with their customers and is grateful for the review. It is basic manners really. If a customer has gone out of their way to find your company page AND write a personalised review raving about your company, the least you can do is respond in a timely manner! On that note make sure you take the time to thoroughly read the review and respond in a personalised way. Remember that others will be able to read your reply as well. It is important to use this as an opportunity to continue the good relationship you have with that customer.
Spread the word
Share your positive reviews far and wide! You can literally click share and create a post so your other followers and their friends have a chance of seeing the positive review. You can also copy the text from the review and use it as a testimonial on your companies website or other collateral (It would be polite to message the person and gain permission for this first). Don’t forget to share across other social platforms your company uses as well. Having a customer raving about your business is one of the best marketing tools you can have so don’t forget to leverage it!
Let your staff members know
If the review mentions a specific area or staff member, make sure you let them know. Sharing positive reviews internally is just as important as sharing it on your social platforms. Letting your staff and team members know how customers feel about their products and services will help to improve staff morale.
Good luck on growing your customers reviews! If a bad review happens to pop up heres what you can do to turn it around.