Reviews and Their Power

We all like to get compliments, especially for our businesses that we put so much of our lives into. Good reviews are the easy part. The hard part comes when you get a review that is not in your favor. You may take those bad reviews and push it aside hoping that readers will read only the good ones… haha! Nope, that’s not gonna happen. Readers take all reviews into account. The good and the bad.

What do you do with a bad review? You turn it into a  learning experience! Yes these reviews, good and challenging ones, are great ways for you to understand what your customers love and do not love about your establishment. It important to reply to each review, doing so shows your customers and potential customers that your customer service does not just stop when they leave your doors. Responding to reviews does 4 things:

  1. Presence: Shows your presence online, and that you care about your customer’s experiences even after they have left.
  2. Gratitude: Gives you the opportunity to thank your customers, even the ones who didn’t have the experience you intended them to have.
  3. Testimonials: They are personal accounts from real people that help build confidence in current and future customers who return or visit your business for the first time.
  4. Improve: It’s a great tool to see where your business can improve.

Not all reviews will be good, and most customers will wait till after they leave to talk about their experience at your establishment with others.

Reviews have the power to push a customer towards your business or away from your business. Taking advantage of social media to interact and respond to reviews gives your business the opportunity for growth. When readers see that you are actively engaging with reviewers it may change their perception about your business. Example: If there is a bad review and you reply to it in a positive, diplomatic way also addressing that reviewers concerns, your response has put some faith back into the reviewer as well as the reader. What’s important is that your responses have the ability to sway your readers opinion of your business.

Reviews are great tools for a business because they can be shared with staff and management. They often are things customers won’t say to staff immediately. In order to improve you’ll need some place to start and reading and responding to reviews are a great way to do it.