The Art of Responding to Positive Customer Feedback
Feedback without your counter-feedback is of little value. Every time you receive positive feedback or a review from a customer, you have to make the most out of it.
Your happy customers took time to write a review, so you better appreciate their effort. Let your customers know that you heard and value their feedback. When you respond, you are showing the human face of your business. A simple word of “thanks” with a smiley-face can make a huge difference.
When you respond to reviews that customers post on your social media sites, it increases the chance of those reviews being shared for their friends to see. The results are in your favor as you update your social media status with good news and positive reviews about your business. It maximizes your reach and gives you a chance to build a new audience.
You can even use those positive reviews to turn fans into potential customers and even into “brand evangelists.”
Here are more reasons why you need to make the most of positive customer feedback:
- Gain loyal customers
- Get more likes and shares
- Establish trust and loyalty
- Gain business visibility as reviews go viral
- Encourage repeat business
Follow these rules of thumb to respond to your customer’s positive reviews and feedback:
1. Thank your customers. A simple “Thank you!” is always the best way to go. Appreciate their patronage and feedback. Appreciate the kind words that they leave on your blog post, Facebook page or Twitter account.
Those positive reviews are powerful, so take advantage of them by getting involved in the conversation. They are worth responding to. And make sure you respond promptly.
2. Spread the word. Showcase the positive reviews whenever and wherever you can. Use those social proofs to promote your business.
You can spread it by:
- Including them in your emails, newsletters, and sales proposals
- Posting them on your Facebook page or Twitter account
- Posting them on a page in your business website
- Adding them on your advertisements, flyers, and other marketing materials
- Displaying them in your showroom
3. Share the reviews with your team. Don’t keep those positive reviews to yourself. Share them around with your team and acknowledge the staff mentioned in the review, if there are any.
This will create a positive impact on your team’s morale. It will also motivate everyone to provide better service to your customers.
4. Reward customers privately. There are instances where you might want to reward a loyal customer who wrote a positive review or referred your business to others. Better do it privately, though, so it won’t look like you’re paying people to review your business.
Unexpected rewards are more powerful. You can give customers complimentary treats when they do business with you again, invite them to your special sale events, etc. Our customer’s are more likely to refer your business to their network if you do this.
5. Reinforce the positive. Recognize and reaffirm what customers liked best about their experience with your business. You can even ask them what you can do better.
This will continue the feedback loop. Your customers will know that you are passionate about providing the highest quality work all the time. And it encourages others to take notice of a positive experience.
Need help on how you can boost the positive reviews of your business? Let Pamela Finnesand, The Business Maximizer, assist you. Schedule your complementary Business Breakthrough Strategy Session today!
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