Do you need to respond to customer reviews? No. Should you? Absolutely!
As a small business, nothing is more important than making existing customers feel valued, and potential customers feel confident in their decision to buy from you. Without customers, you have no business.
Do a quick online search of your business, or of any other local small business. Most likely, reviews showed up at the top of the search engine results. That means that your reviews are often the first thing that a potential customer sees AND one of the first items that they will click on. It is important for you to take charge of your online reviews.
According to a 2017 survey, 97% of people look online for a local business. Additionally, 85% trust online reviews as much as a personal recommendation.
While you can’t control what people write in their reviews, one thing you can control is your response to each review. And 30% of those surveyed named responding to reviews as key when judging local businesses.
Think of online reviews as an extension of what happens during your direct interaction with customers. If a customer were to approach you in person, and tell you what a great job you and your business are doing, you would probably say “Thank you!”. On the flip side of that, if a customer were to approach you with a complaint, you would take it seriously and respond appropriately. Now imagine that this happens in a crowd of people who are listening in. Your response goes a long way to showing them how you value your customers, and how you make things right. This is what is happening online!
When you respond to a customer review, it is not only customer service, but also advertising. You are showing your current customers that you appreciate their opinions, and potential customers that customer service is important to you.
Don’t know where to start with your online review? We can help! Canary Office can do everything from monitor your reviews online, to creating and posting responses. Contact us today to learn how—877-222-6279, firstname.lastname@example.org, or www.canaryoffice.com.