{"id":6499,"date":"2021-06-29T19:27:18","date_gmt":"2021-06-30T02:27:18","guid":{"rendered":"https:\/\/mitchell11.wpenginepowered.com\/blog\/shopconnection\/online-review-responses-what-should-i-say\/"},"modified":"2025-01-03T08:29:54","modified_gmt":"2025-01-03T16:29:54","slug":"online-review-responses-what-should-i-say","status":"publish","type":"shopconnection","link":"https:\/\/mitchell1.com\/shopconnection\/online-review-responses-what-should-i-say\/","title":{"rendered":"Online Review Responses:\u00a0 What Should I Say?"},"content":{"rendered":"

\"\"If you are reading this, then you most likely came here looking for help. You\u2019ve seen the previous blogs and read other articles about the importance of responding to your online review customers.\u00a0 You\u2019ve read the stats and have been told all about how responding will help with customer retention. You\u2019ve even been told responding to reviews helps with your online reputation.<\/p>\n

But there\u2019s one thing that\u2019s often missing from this information.\u00a0 \u201cWhat should I say?\u201d\u00a0 There are only so many ways you can say \u2018Thank You\u2019 or \u2018Sorry you feel that way\u2019. Do I say the same thing every time?\u00a0 Can I just copy\/paste a message?\u00a0 How long should my responses be if I do respond?<\/p>\n

Let me begin by first off saying, \u2018Don\u2019t Overthink It!\u2019 Reading an online review is the same as having the customer right there in front of you; just in a digital form. That customer took the time out of their busy day to say something about their visit with you, whether good or bad.\u00a0 Your digital acknowledgment to that review is no different than talking to them directly.<\/p>\n

So you reply to the customer and consider it all done, right? Well, that\u2019s good in theory but how do you put this into practice that helps your business?\u00a0 Let\u2019s break this down into 2 categories; Positive vs. Low Score.<\/p>\n

Responding to Positive Reviews<\/strong><\/p>\n

If a customer is standing in front of you and thanks you for what you\u2019ve done, how would you respond to them?\u00a0 Are they a new customer?\u00a0 Are they a loyal and longtime customer? Take that same conversation you would have in person and type it out instead!<\/p>\n

\u201cIt was so great meeting you and we hope to be your repair shop for life\u201d<\/p>\n

\u201cIt\u2019s always our pleasure seeing a long time customer like you\u201d<\/p>\n

\u201cThank you for the great review and we can\u2019t wait to see you again\u201d<\/p>\n

Responding to Low Score Reviews<\/strong><\/p>\n

We all get them and if we didn\u2019t, we wouldn\u2019t be human.\u00a0 But the way in how you handle the response will make all the difference.\u00a0 Remember, customers have a right to say what they want, they\u2019re the consumer.\u00a0 If the review makes you upset, don\u2019t respond right away. Take a moment, walk away for a bit and give yourself some time to think and even calm down.\u00a0 Never immediately react on a low score.\u00a0 Always remember that the customer is always right, even when they\u2019re not.<\/p>\n

If you really want to try and diffuse the situation, try to talk to the customer directly before posting any online response.\u00a0 The SureCritic ReScore feature is amazing tools for having customers leave you a follow up rating if you can personally resolve their issue.\u00a0 And if you can\u2019t resolve their issue, there\u2019s no better way to respond than by simply being the bigger person.\u00a0 Here are just a few examples of low score responses:<\/p>\n

\u201cI\u2019m sorry you feel your visit was less than satisfactory. We pride ourselves on quality service, and if you\u2019d like to discuss this with me further please reach me at (shop number).\u201d<\/em><\/p>\n

\u201cI\u2019ve been unsuccessful at reaching you personally regarding this matter. Please call or stop by at your convenience so we can discuss this further\u201d.<\/em><\/p>\n

\u201cThank you so much for speaking with me regarding this and I\u2019m glad we\u2019re going to work this out together.\u00a0 I look forward to having your vehicle here again so we can retain you as a valued customer.\u201d<\/em><\/p>\n

Your review response will be seen by anyone reading it, so whether is positive or low score, always respond to a review like you would respond to them in person.\u00a0 This will not only show the customer who wrote the review that you care, but it\u2019ll also show the public reading the review that you pay attention to your customers on all levels.\u00a0 Successful shops connect with customers on all levels, why not be in that group?<\/p>\n

Always remember building your customer relationships isn\u2019t going to happen overnight, but it can start today! Mitchell 1\u2019s Social CRM auto repair marketing<\/a> team is always here to help you and provide industry proven tips and recommendations to help your repair shop succeed!<\/p>\n

Want to learn more about SocialCRM?<\/strong>
\nRequest a FREE DEMO!<\/a><\/h2>\n

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You may also like to read more from the SocialCRM blog:<\/strong><\/p>\n