If you are in an industry that people leave reviews about your company, you need to have a review response strategy. A review response strategy helps you have a plan about what to do with both good and bad reviews.
Good reviews are the easiest to reply to. The customer was happy with your service or product. You might think you don’t need to respond to a good review but you should. A reply shows you care and want to thank the customer for their business.
Bad reviews definitely need a response. The customer wasn’t happy with your service or product. You need to try to resolve the issue if possible. If a resolution isn’t possible, a response should still be made to explain what you tried to do or why the situation occurred. Potential customers may see this review and wonder how you responded.
In summary, a review response strategy will help you craft a plan to response to both good and bad reviews.