An important consideration when responding to reviews is make it timely. Try and respond to all reviews, positive or negative within 24 hours. Positives you have more wiggle room for slower responses, but negative reviews you want to pounce on them within minutes or hours if possible.
Sound impossible? Think of the repercussions of ignoring negative reviews and pretending they don’t exist. Not good for your brand, or your bottom line.
Don’t have the internal resources to be on top of this all day every day? Thankfully this sort of thing can be outsourced to an agency or included as part of other services you may already be outsourcing, like social media management, website management etc.
Why respond to a positive review?
If a happy customer leaves a glowing five-star review, it can’t get any better than that, right? Actually, it can. Here’s why you should always respond to a positive review:
It’s the polite thing to do. If customer gave you a compliment in real life, you would say thank you. It’s only polite. And with an online review, the compliment is public. So be extra nice!
Everyone is looking. 92% of consumers now read online reviews (BrightLocal). The public, including potential future customers of the business, may read this review. Replying to the review is a chance to speak to these people too, and do some subtle marketing.
It affects search rankings. By replying properly, you can improve the SEO ranking of the review, and help the review show up in search results for a business.