How Do I Reply to Reviews on Google

Online reviews on sites like Google, Facebook, Yelp, and Tripadvisor requite people a mode to share their experiences not only with businesses but with fellow consumers, as well.

Consumers rely on these reviews in club to find great products, services, and brands. This makes it extremely important for companies to learn how to reply to negative reviews, particularly in situations where these reviews might damage their brand reputation.

• 94% of consumers say that a bad review has convinced them to avert a business.
• 53% of customers wait businesses to reply to negative reviews within a calendar week. Just 63% say that a business has never responded to their review.
• 45% of consumers say they're more probable to visit a business that responds to negative reviews.

The takeaway: reply to negative reviews before they drive your customers away. Practise this and consumer perceptions immediately improve, making it more likely that people volition come and visit your business locations.

As for what to do with positive or neutral reviews — aye, they also warrant a response. Think of it as an opportunity to reinforce and spotlight the things customers already love about your company. (Not to mention, it'southward the polite thing to do.) For tips on what to practise with positive feedback, read our guide on Positive Review Response Examples for Any Make.

Need help navigating the ofttimes treacherous waters of negative online reviews?

To assistance you respond to reviews better, we looked at 200,000 review responses in the ReviewTrackers database, harnessed our ain natural language processing technology, and combined these responses' best features to come with powerful examples and templates you can apply to respond to negative reviews yous may have received.

In addition to the templates, we scoured the Net for dandy real-life examples of companies that know how to respond to negative reviews.

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How to Respond to Negative Reviews

Responding to negative reviews is difficult. Bad reviews injure and sometimes they tin can be downright savage.

While it's natural to get upset about your negative reviews, it'south important non to lose your cool or experience like retaliating. In many cases, it'south wise to step abroad from the keyboard, and then that your emotions don't dictate what you're going to write in your response to the review. Be certain to get yourself to a at-home mental state start, and then that you can reply in a professional style.

Here'southward a template that you can employ to learn how to respond to negative reviews:

Love [NAME OF REVIEWER], thanks for sharing your feedback. We're sorry your experience didn't lucifer your expectations. Information technology was an uncommon instance and nosotros'll do ameliorate in the future.

Please feel free to reach out to [INSERT CONTACT Data] with any farther comments, concerns, or suggestions you wish to share. We would love to brand things right if you give united states some other chance.

Obviously, how you lot respond to negative reviews will vary from situation to situation, but think of the above template every bit an all-purpose one. It'southward a corking starting bespeak that can serve every bit the foundation for a slap-up response.

Permit's suspension this down further by examining what'southward frequently said when companies respond to negative and positive reviews.

While businesses do repent, it's only a relatively small part of the response (xiii%). Why? Considering it can sometimes see every bit unprofessional to exist overly apologetic.

Instead, brands focus on their commitment to service, customer experience direction , and "next steps" (e.grand., how a consumer can contact them directly).

The template to a higher place applies a number of the best practices in responding to negative reviews.

Best Practice 1: Accost the Reviewer

Your customers want to be heard individually and addressed personally. So don't forget your salutations and, if possible, avoid the generic "Honey guest," or "Love client."

According to online reviews statistics, 76% of all reviews are either Google reviews or Facebook reviews. This means you can usually become the name of the reviewer and use it every bit a mode to further personalize your response.

All-time Do 2: Say Thank You lot

Show customers that your company appreciates and values candid unsolicited feedback . Always call back to say cheers in responses to reviews (even the bad ones).

Here are some variations where proverb "thanks" goes a long way:

"Thanks for your review. I'thousand pitiful to hear you had a frustrating feel, just I actually appreciate you bringing this issue to my attention."

"Thank you for bringing this to our attention. We're sorry you had a bad experience. We'll strive to exercise ameliorate. "

"Thank y'all for letting us know about this. Your feedback helps us practice better. We are looking into this issue and promise to resolve it promptly and accurately."

All-time Do 3: Apologize and Sympathize

Saying sorry shows that you intendance about your customers and that you're non too proud to own up to your mistakes.

Fifty-fifty if it'southward not your fault, say deplorable anyhow. This is a cracking opportunity to constitute and strengthen trust betwixt your company or brand and the client. Besides, people often get turned off by brands that are too perfect or likewise proud to apologize.

Just similar the rest of the response, keep your apologies brusque and sweet:

"We repent that our service did not satisfy your expectations."

"We're so sorry that your feel did not match your expectations. This is on us."

"We set a loftier standard for ourselves, and we're so sorry to hear this was not met in your interaction with our business."

Best Exercise iv: Accept Responsibleness

Don't make excuses. Even if what happened was an uncommon case, an isolated case, an unfortunate incident, an off twenty-four hour period — admit the customer'southward experience. At the same fourth dimension, provide reassurance that you hold yourself to high standards.

Some things you lot tin can say:

"I'thousand and so lamentable. We're normally known for our exceptional attention to particular, and we regret that we missed the mark."

"Nosotros always aim to deliver a great experience, and nosotros are gutted when we don't come across expectations. Thanks for taking the time to bring this to our attention. We volition use the feedback to make us meliorate and to ensure this doesn't happen again."

"Thank you for posting a review and nosotros're deplorable to hear that your experience was not up to standards. We would like the opportunity to talk and investigate your feedback further."

Best Practise five: Make Things Right

When dealing with negative feedback, attempt to avoid cookie-cutter responses that do not resolve or address any specific issues raised in the review.

Include details about the customer'due south experience in your response (when relevant), and communicate any changes or improvements yous take made or will make as a event of their feedback.

If there'due south nothing you can do to prepare what happened, here's a compelling mode to respond to the reviewer, accept buying, and hope to brand things right in the future:

"I apologize on behalf of everyone at [Company Name]. Please know that your situation was an exception. As y'all tin meet on other reviews, we are known for taking ownership and caring deeply about our customers. Nosotros tin can't prepare the by but you accept my personal delivery to improve the fashion our staff serves every client. Until then, delight accept my sincerest apologies on behalf of everyone on the squad."

All-time Practice six: Take the Consequence Offline

It'southward always all-time for you and your customer to talk direct nigh the trouble they had and have the issue offline. This saves any further embarrassment on your side of the consequence and prevents interference from outside sources. For this reason, you should provide direct contact information for customers in your review response.

Here are some things you can say:

"Nosotros would like the opportunity to investigate your feedback further. Delight could you contact me at [Email Address] or phone call our team at [Phone Number]? Nosotros'll work with you to resolve any bug as apace equally possible."

"Nosotros are sorry that your experience at [Company Name] didn't quite match your expectations. We would dear to know why, so that nosotros tin can evangelize a better feel next fourth dimension. You lot may accomplish us anytime at [Email Address] or [Telephone Number]. Again, give thanks you lot for your feedback!"

All-time Practice seven: Inquire for A 2nd Run a risk

Don't slam the door on negative reviewers. Instead, extend a (digital) manus. Invite them to come dorsum and when they do, welcome them with open arms.

Not only does this create an opportunity for you lot to alter the chat; information technology besides establishes confidence in your ability to deliver an experience worth raving (instead of ranting) about.

Some things yous can say:

"Thank you for bringing this matter to our attention. I'grand very lamentable we failed to see your expectations. I would appreciate another chance to earn your business concern. Please telephone call me or ask for me adjacent time yous're at [Company Name]."

Real-World Examples of How to Respond to Negative Reviews

There isn't one perfect way to respond to a negative review. The fact that numerous brands have plant dissimilar means to create great review responses testify the opportunities available to winning back unhappy customers. As you read each example, notice that they use a number of the best practices listed above.

Responding to a Negative Eatery Review

Restaurateurs know that delicious food doesn't always guarantee a 5-star review. Take notes from this heartfelt response to a review that commented on other aspects of the dining experience.

Why information technology works: In the response, the restaurateur acknowledges that the guest's experience "could've been improve." The response too offers means to deliver a ameliorate or more satisfactory feel next time — while keeping the tone polite and professional. Besides, by highlighting the upstairs seating, the response not only offers a solution to this diner, simply also offers a tip to prospective diners who may be reading this review in the time to come.

Responding to a Negative Hotel Review

When a loyal customer expressed her disappointment with her anniversary stay at the Stamford Plaza in Brisbane, executive assistant manager Dale John wrote a pitch-perfect response.

Why it works: The response addressed the reviewer and started with a "thank you." It was also very specific about the customer's experience and provided detailed information on how the hotel planned to resolve certain issues and maintain its standards.

Responding to a Negative Healthcare Review

For healthcare providers, it's a little bit trickier to craft responses to negative patient reviews .

With the Health Insurance Portability and Accountability Act (HIPAA), which is designed to safeguard patients' health information, healthcare marketers must be able to respond without referring to whatsoever specifics about medical care or the patient'due south identity, which could be construed every bit "patient data."

You lot tin read more than here on how to craft HIPAA-compliant review responses , but hither's a slap-up example in activity:

Why information technology works: The review response addresses specific issues without breaking confidentiality. It as well communicates the provider'due south concrete program to make things correct. ("We recently hired a consultant…")

The response also wisely offers to have the chat offline — demonstrating the provider'south genuine want to engage with the patient and solve the trouble.

Responding to a Negative Financial Services Review

Negative reviews can likewise striking banks and financial services providers. By replying ASAP, you lot tin can minimize the possibility of other potential clients existence swayed by the original reviewer's experience.

Why it works: This review response feels sincere instead of defensive. Sometimes, simply thanking the customer for their unsolicited feedback and apologizing tin can become a long manner. Accept note, again, of the offer to take things offline and discuss the issue privately.

Responding to a Negative Review of a Veterinarian Clinic

Here's some other instance of how to respond to negative reviews. This time, information technology's from a veterinary clinic, a business organization in an industry in which emotions can run loftier, specially in times of a pet's health crunch.

Why it works: Pet owners tin can exist extremely vocal and opinionated. At that place will always exist people who are going to be convinced that their vets are only "in it for the coin" and don't really care most the welfare of their animals. In response to the negative Facebook review, Forest Grove Veterinary Clinic posted a swish respond that highlighted the company's values while also directly addressing the client'southward feel.

Travel and Hospitality Negative Review Response Instance

JetBlue Airways' Twitter account serves as one of the visitor'south main customer service channels. When a customer named Esaí Vélez complained (politely) about his backseat TV not working, JetBlue responded within minutes.

Why it works: The swiftness with which JetBlue responded is impressive. While it's a response to a tweet instead of to a review, the short reply effectively displays sympathy while also offering a solution (or at least a 18-carat attempt to make amends).

Says best-selling author and customer service expert Chip Bell: "In the customer's heed the clock starts when he or she posts a negative review, and your reputation drops with every hour you lot delay providing a response. Bad reviews that remain unanswered betoken to other customers you are disinterested. Information technology also fuels the perception that the negative report by an aroused customer was probably accurate."

(More than) All-time Practices When Responding to Negative Reviews

With templates and examples in hand, it's time to put your own review response plan into activity. Earlier solidifying your ain response methodology, it'due south important to keep three things in mind.

1. Respond in a Timely Manner

According to customer reviews data: 53.3% of customers who have written reviews expect a response in 7 days or less. That's a curt time frame, especially for busy executives and teams who have a lot on their plate managing other things to keep the business organization operating.

With a reputation management software platform like ReviewTrackers, you can set up review alerts so you are notified of new reviews as they come in. Also, yous definitely don't want to be manually logging in and out of business review sites — and then utilizing a comprehensive review response tool may exist useful when handling multiple pieces of feedback.

Call back: the clock begins ticking once reviews are posted, and customers are waiting to hear back from you lot.

two. Assign Buying of the Procedure

It'southward important to identify people in your organization who volition be straight involved with online review management and with responding to bad reviews. This tin exist tricky because online reviews live at the intersection of marketing, operations, social media, and customer service: there are plenty of stakeholders at this stage.

Typically speaking, we see that co-operative or location managers, marketing teams, employees who monitor social reviews, and client service staff are the people who are put in charge of review responses.

Whoever steps up as the head of your review response program should sympathise the guidelines of each review site, transform the collected feedback into valuable insights for your company, and — perhaps most important of all — display the correct tact needed to address complaints and stand for the brand well.

Read more than: Brand Management Skills: How to Be a Good Brand Manager

iii. Create a Review Response Policy

If your visitor operates in multiple locations, chances are more than than 1 person will be assigned to respond directly to online reviews.

This makes it crucial to have an organization-wide policy that guides your company on how to respond to negative reviews equally well as positive ones.

Your policy should comprehend things like what language and tone y'all should use, what the timeline is for getting back to customers, with whom the reviews will be shared in your system, when do escalations get necessary, what the ideal response charge per unit is, and other items that may affect how your visitor handles reviews.

How to Respond to Neutral Reviews (iii-Star)

As you might expect, neutral reviews usually combine positive comments with negative feedback — which means that you lot'll have to accept what you tin can from the sections above and determine review response techniques most applicable to your situation.

Oftentimes, however, neutral reviews are brief and lack details. They happen because customers don't feel strongly enough either way to describe their experience in great particular.

If that is the case, here'south an appropriate manner to reply to neutral reviews:

Honey [CUSTOMER Proper name], thank you for your review. We would love to hear more about your experience, then that we tin use your valuable feedback to deliver an even better feel adjacent time. Delight achieve out to [CONTACT INFORMATION] with whatever further comments or suggestions you wish to share. Again, thank y'all for taking the time to review our business!

With a template in heed, you should turn your attention to the details that brand a great neutral review response in the eyes of the customer.

Best Exercise ane: Equally Always, Say Cheers

Before you write out the residual of your neutral review response, start the right fashion by showing appreciation for the time the customer took to write the review.

Best Practise 2: Reinforce the Positive

If the 3-star review contains positive feedback, be certain to call attention to it by mentioning it in your response: "We're glad to hear that the quality of our product matched your expectations."

Even if the review includes a critical annotate, start your response with an affirmation of the review'due south positive aspects. (Research shows that readers are more probable to blot ideas in the showtime 100 words of a text cake.)

Best Practice 3: Address the Negative

If you receive a neutral review with negative feedback, admit the specific issues the client had with their experience. You may also issue a curt apology and provide a brief caption of what happened.

All-time Practice four: Accept Information technology Offline for More Details

If you're asking the customer for more details, practice so with the intention of taking it offline. That mode, y'all can investigate the situation more thoroughly while preventing details of a possible negative experience from condign public. This is also a great client experience management tactic.

Y'all can say something to the issue of:

"Your business means a lot to us, so if you ever accept boosted feedback, delight don't hesitate to attain out via [your contact information]."

Examples of How to Answer to Neutral Reviews

Many brands excel at responding to positive and negative reviews, and at that place are a select few that we constitute that proficiently navigated the tightrope of responding to a neutral review.

Accept a await below and see why these companies succeeded in their responses.

Responding to a Neutral Review of a Salon

Kréme de la Kréme Nail Lounge is the recipient of numerous positive reviews on Yelp. Angela T., the business organization owner, takes the time out to thank Yelpers who put in these good words for her.

When this neutral review came along, Angela responded with:

Why it works: Her review response reinforces the positive ("So glad you enjoyed the cupcakes and liked our jewelry…"), while as well providing information that's useful to the client who wondered virtually the price, as well as to readers of the review who might be curious why the nail salon's prices are slightly higher than that of her competitors.

The response also gives an idea of the great lengths the business goes to in club to provide quality services and products.

Responding to a Neutral Restaurant Review

Etta in Chicago received this three-star review on Yelp, and what followed was an ideal response, penned past full general manager Adam Scholten:

Why information technology works: Like the review itself, the response is short and simple. Adam thanked the customer for his honesty, but also expressed his eagerness to investigate the matter further and so that the restaurant can deliver a better dining experience side by side fourth dimension.

Read more: Eating house Reputation Management in five Steps

Responding to a Neutral Retail Review

Another skillful example of how to handle a mixed or neutral review is from Joseph D., the owner of Flowers for Dreams in Chicago.

Why it works: The review response takes responsibility for an uncommon instance in which the flower organisation ordered by the client kind of differed from the organization delivered.

Joseph was quick to apologize, explaining that the product the client received was non up to the business organisation' usual quality standards. His response concluded with an invitation to privately discuss the affair in more than detail and an offering to make things right for the customer.

How to Respond to Employee Reviews

Crucial to the success and growth of whatever organization is its ability to attract and retain the best talent. That'due south why it's and then important for your leadership and Hr teams to embrace — instead of fright — online reviews and public employee feedback posted online.

Responding to negative reviews on Glassdoor and Indeed can help a company improve its online reputation, build a strong employer brand , and concenter more prospective employees in the future.

It's besides an essential part of every successful employee retention strategy.

Consider these employer make stats :

• 83% of candidates are likely to check a company'south employee reviews and ratings when deciding on where to apply for a task.
• 84% of task seekers say that the reputation of a company as an employer is very of import when making a decision on where to use for a job.

Companies that respond to employee reviews provide job candidates with an extra measure of reassurance, peculiarly when they come across that you, equally an employer, are active on employee review sites.

By responding to employee reviews, you can support your employer brand monitoring strategy, drive engagement with employees, and support efforts to improve the overall employee experience. Here'due south how to practice it properly.

Best Do i: Respond in a Timely and Organized Way

The offset footstep to responding to reviews posted by employees is developing an organized way to exercise so. Timeliness is crucial: whether it is once a calendar week or once a month, detect a cadence that works for your team's bandwidth.

Best Practice 2: Prove Your Appreciation

When responding to employee reviews, get in a priority to thank the reviewer, regardless of whether they're singing your praises or highlighting areas for improvement.

Best Exercise iii: Reply Professionally and with Authenticity

The strongest responses to employee reviews show respect for the reviewer past addressing feedback in a way that'southward professional and accurate.

All-time Practice four: Take Activeness

Correct any organizational problems discussed in online reviews posted by your employees. Past using their reviews to meliorate the employee experience, you can build not only a potent employer make but besides a happier and more productive workforce.

All-time Practice v: Ask for More Feedback

Asking for more details tin can be tricky when you're dealing with employee reviews — which are anonymous on a site like Glassdoor. You'll want to respect that anonymity and encourage the reviewer to give individual feedback to your Hour squad.

For example, an employee may feel comfortable offering negative feedback about their boss while on Glassdoor, simply not in person. Straight them to your 60 minutes team so that y'all tin become more details nigh their feel, simply brand sure they also feel comfortable.

Real-World Examples of How to Respond to Employee Reviews

The best responses to employee reviews are able to highlight or reinforce the positives, capitalizing on the opportunity to prove how strong the employer brand is. Cheque out this example from Genentech:

As y'all tin see in the response, Genentech elaborates on the positive aspects of the review, noting, "We are delighted to hear that you value the efforts nosotros have put toward creating an environment where everyone at Genentech can thrive."

The response also addresses the negative concerns, but not before showing appreciation for the positive feedback.

Here'southward another instance, which comes from DocuSign:

Why information technology works: It's a brusk, simple response that shows appreciation for the time the employee took to write the review. DocuSign actually does this for every review posted on their Glassdoor contour, demonstrating that the company cares about its employees and their experience working there.

The key to responding effectively to negative employee reviews is to acknowledge and try to understand the individual employee experience. Doing so can even benefit your organization, resulting in improved employee satisfaction and plentiful wins for your business.

In the example to a higher place, WillowTree doesn't sweep the rather difficult concerns under the rug by ignoring the employee's comments. The response specifically addresses problematic areas brought up and discusses what is being done to remedy them.

Read more:The Consummate Guide to Employer Branding

How to Respond to Reviews on Google, Yelp, and Facebook

Learning how to respond to negative reviews and taking part in client conversations can have a very real and measurable effect on your business.

Keep in mind, however, that every single review site volition take its own set of rules, terms, or guidelines for review responses. Make certain that the person assigned to respond to your reviews is enlightened of these rules.

How to Respond to Google Reviews

Reviews on Google testify upwardly in two places: Google Search and Google Maps.

To respond to Google reviews , you must exist logged into your Google My Business organisation (GMB) account (now called Google Business concern Profile Manager). From your GMB account, click the Reviews tab.

Yous tin can click on the "Reply" push below each review to formulate a response. Based on the electric current Google review policy , you lot tin can also edit your response if it has a typographical mistake or inaccurate information, but attempt to keep those mistakes to a minimum.

Keep in mind that customers are told when a business responds to their online review on Google via email notifications. The business' response is published immediately and the email notification is sent to the customer 5 minutes later. The five-infinitesimal delay allows the business to edit or brand any corrections to their response after initial submission.

Businesses volition be notified of whatsoever new Google reviews that come in through their GMB notifications. Notwithstanding, it'south important to note that brands with over 100 locations don't receive Google review alerts.

How to Answer to Yelp Reviews

Y'all tin reply to your Yelp Business organisation reviews through the Yelp for Concern Owners folio . Make sure you accept already claimed your business page on the site before getting started with responding to reviews.

To see your Yelp reviews using Yelp for Business concern Owners, simply log in and click the Reviews tab.

Apart from reading each private review, you lot'll also exist able to answer to your Yelp reviews with a public comment or a straight bulletin. Or yous can simply press the Thank button to show your appreciation for customers who took the fourth dimension to review your concern on Yelp.

You tin can find these response options under each individual review.

How to Answer to Facebook Reviews

Facebook reviews are activated by default when yous create a business Folio.

Any review, whether or non information technology includes additional text feedback, appears like a post in the Reviews or Recommendations section. You lot tin answer to Facebook reviews and Recommendations the same mode y'all can respond to comments on your Facebook Folio or through your Facebook Concern Manager business relationship.

Should You Respond to Every Unmarried Review?

What is the ideal response rate? Should your business reply to every unmarried review that comes in?

The curt answer is: it depends. In that location are many factors you should take into consideration.

Think About the Review Sites that Matter to Yous

Not all business review sites will exist highly relevant to your business. Agreement which sites are virtually impactful given your industry or business category will assistance y'all determine the value of the reviews.

Hoteliers and hospitality executives, for example, should definitely have a plan in place for how to reply to Tripadvisor reviews . Restaurants, meanwhile, should respond to Yelp reviews as well every bit feedback on other pop restaurant review sites . For local businesses of all types, it makes sense to focus on responding to Google reviews .

Do your homework and become familiar with the nigh popular reviews for your type of concern, and make information technology a priority to respond to those reviews.

Don't Respond for the Sake of Responding

Don't respond if yous're only going to write the same generic "Thank you" bulletin  for, say, two dozen positive reviews. Take the fourth dimension to personalize your responses and make them unique.

This besides ensures that your responses will meet individual review sites' guidelines. For case, some sites (Booking.com, for example) don't corroborate of identical responses.

If yous're responding to negative reviews, do and so to provide balance and express your viewpoint in a positive manner. Don't respond to blame customers. Remember: how you lot respond to a negative review says more nearly your business than the negative review itself.

Take Your Review Volume into Account

If y'all have but four or five reviews on your profile, it's best to respond to every unmarried one of them. However, you lot don't have to aim for the same 100% response charge per unit if you're consistently getting dozens or hundreds of reviews across multiple review sites.

Ratings-only reviews or comments that are 5 or half dozen words long are not likely to make a large impact on your online reputation. When deciding which reviews get a response, choose the detailed feedback that lend themselves to informative, expanded responses. You can employ these types of reviews as opportunities to drive customer engagement, too every bit highlight the strengths of your business.

Final Thoughts

Online reviews influence the way customers retrieve about your concern.

Keep in heed that your reputation is shaped non only by what you say near the business but besides — and probably generally — by what customers are proverb on online review websites.

While this may brand you feel similar you have little control over how potential customers perceive your make, you can even so actively participate in improving your online reputation. One of the all-time ways to do and then is by responding to your reviews.

By responding to positive, negative, and neutral reviews and past applying the best practices and examples outlined to a higher place, you lot can brand a positive impact on your make reputation and even heave financial outcomes.

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Source: https://www.reviewtrackers.com/guides/examples-responding-reviews/