Here’s a little trick most business owners don’t know: you should always respond to reviews, ESPECIALLY the negative ones. Firstly, positive or negative, your response let’s potential customers know that you care about the feedback you receive and actively engage with your customers. Secondly, responding to negative reviews may not affect how it impacts your overall rating, but it can definitely affect how potential customers perceive the review and perceive you as a business.
In fact, the right response to a valid or invalid negative review can completely wipe its merit, so it holds no weight in the potential new customer’s purchase decision, except for the fact that they might like you even more now.
Important Tips for Managing Your Online Reputation
Before we dive into our review response templates below, let’s cover a few important tips for managing your online reputation when it comes to responding to online reviews:
- If you receive a fake review—a review from someone who did not purchase from you—report the review or flag it, depending on the platform, and then proceed to leave a response so potential customers don’t take the review at face-value and think the claims are legitimate.
- Always try to include reviewer’s name so the response feels and looks personal.
- Never include personal or protected information, such as the reviewer’s personal data, HIPAA protected information, or the names of anyone who isn’t the reviewer or a member of your team.
Without further ado, here are a few negative and positive review response templates to get you started.
Generic Positive Review Response Examples
“Hi [Reviewer’s Name], thanks so much for sharing your experience with us. We hope to see you again soon.”
“Hi [Reviewer’s Name], thank you so much for taking the time to leave us a positive review. We value your feedback!”
“Hi [Reviewer’s Name], we really appreciate you taking the time to rate your experience with us. We look forward to seeing you again soon.”
“Hi [Reviewer’s Name], thank you so much for taking the time to leave an excellent review. We really appreciate your business and strive to provide an excellent customer experience. Hope to see you again soon!”
5-Star Review Response Examples
“Hi [Reviewer’s Name], thank you for your valuable feedback. It makes us happy to hear we provided the positive experience we strive to give. We hope to see you again soon!”
“Hi [Reviewer’s Name], thank you for your valuable feedback. It makes us happy to hear we provided the positive experience we strive to give. If there’s anything else we could’ve done to make it beyond exceptional, a 10-star experience haha, please feel free to let us know. We appreciate your feedback! Thanks.”
“Hi [Reviewer’s Name], we are incredibly grateful that you took the time out to leave us a 5-Star review. Please tell your friends and family, we’ll give them the same above-and-beyond experience :)”
“Hi [Reviewer’s Name], thank you so much for this 5-star review. We really appreciate you being a customer and helping to share the word about us. We’re here for you anytime. Hope to see you soon!”
“Hi [Reviewer’s Name], we are so grateful for your 5-star review. Thanks for sharing your experience with us and the community. Hope to see you again soon!”
“Hi [Reviewer’s Name], thank you for the 5-star review. You rock! Hope to see you again soon.”
“Hi [Reviewer’s Name], thank you so much for taking the time to leave us a 5-star review. We greatly value your feedback, so it is much appreciated! Hope to see you again soon.”
“Hi [Reviewer’s Name], thank you so much for taking the time to leave us a 5-star review. It goes a long way to help us provide an exceptional experience to others as well. Hope to see you again soon!”
4-Star Review Response Examples
“Hi [Reviewer’s Name], thank you for your valuable feedback. May I ask what we could’ve done to make it a 5-star experience? Thanks.”
“Hi [Reviewer’s Name], thank you for your review. We value your feedback and appreciate you taking the time to let us know how we can improve. We hope to have the opportunity to show you next time :)”
“Hi [Reviewer’s Name], thank you so much for this review. We really appreciate your feedback. Would you mind letting us know how we could’ve made it a 5-star experience?”
“Hi [Reviewer’s Name], we are so grateful for your review. Thanks for sharing your experience with us and the community. If you wouldn’t mind, would you please let us know how we could’ve made it a 5-star experience?”
Negative Review Response Examples
“Hi [Reviewer’s Name], I apologize that your experience did not meet expectations. We strive to provide an exceptional experience to every customer, every time. How could we have made it a 5-star experience for you? I’ll reach out directly to learn how we can make your experience better.”
“Hi [Reviewer’s Name], please accept my apology for [Reviewer’s Complaint]. Our goal is to provide an exceptional experience to every customer, every time. So, we’ll take this feedback as a learning opportunity to improve and reach out directly to see how we can make it up to you. Thanks for your valuable feedback!”
Fake Review Response Examples
(First, flag the review!)
“Hi [Reviewer’s Name], I’m sorry to hear that we didn’t provide the exceptional experience we strive to give to every customer. Unfortunately, I have no record of you in my system. Can you please give me a call in order to resolve this for you? We’re happy to help!”
“Hi [Reviewer’s Name], I’m sorry to hear that we fell short on providing the exceptional experience we strive to give to every customer. Unfortunately, we have no record of you in our system, so I tried to give you a call to resolve this, but I was unable to reach you. Can you please give me a call at your earliest convenience? We’re happy to help!”
OVER TO YOU!
If you need any help, you know where to find us 😊
- Find the answers you need in our Marketing Resources
- Email us at marketing@exploringnotboring.com
The information in this article is for informational purposes only, you should not construe any such information or other material as legal, tax, investment, financial, or other advice.
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