Is it just us or do you get a lovely, warm feeling inside when you receive a good review on social media? It feels great! However, every so often you may encounter a negative review, but the question is; do you reply to it?
As a social media agency, we would highly recommend that you do reply to all of your business’ reviews, including the good, the bad and the ugly, but what is the best way to reply to each type of review? Read on and learn our top tips:
First of all, why should you reply to all of your Company’s reviews?
By replying to positive reviews, you are showing your clients you care about their experiences with your business and that you appreciate them.
The majority of firms know that replying to negative reviews is crucial in order to mend your relationship with the client. It’s also a fantastic way to show not only the person who made the complaint, but all of your other social media followers, that you care about your clients and you want to make things right for anyone who is unhappy with your service or product.
And don’t forget, most clients expect you to reply to them.
So how should you respond to each type of review?
Those three star reviews can be tough to reply to, but here are a few tips to help you:
Negative reviews are difficult to reply to but no matter how it makes you feel, you need to reply to the client because 70% of unhappy clients will continue to use your business, if you fix the problem.
Here are a few tips to help you craft the perfect reply to a negative review:
As a London communications agency, we know that although it’s important to adhere to these simple tips, having a wider social media strategy is vital to building a strong, trustworthy relationship with your clients.
For more information on how we can help develop your social media strategy, tweet us at @harveyandhugo or give us a call at 01325 486666.