If you’re a merchant running an eCommerce store and you have customers then you’re going to get reviews. It’s important to respond to all of your reviews good or bad and in this post I’ll show you an example of a great review.
Be The Better Person
We all know what keyboard warriors are and there are tons of them out there but when it comes to replying to a customer’s email, review, request or whatever it may be, taking the higher road and being the better person can easily turn a sour customer into a happy customer. Does it mean that the customers always right? Well in a way yes but keep in mind that if you want more business, repeat business and less negative reviews, then taking the approach that the customer is always right will save your reputation in the end and remember, always offer a refund. You’ll be surprised at how many people will leave a positive review if they’ve been offered a refund. You might lose the sale but I’d rather lose the sale than my reputation.
Respond To All Reviews
Whether it’s a positive or negative review, you need to treat them all the same in terms of replying. Failure to say thank you for a positive review shows that you’re not interested in replying so reply to all reviews good or bad.
In the below example you’ll see that the merchant replied to the review. Remember to reply to the review even when the review is a 5 star review and don’t forget to showcase the review. The Reputation Confidence System lets you reply to the customer review unlimited times.
Social media is also a place where people will leave reviews so it’s just as important to respond to positive reviews that are being posted on social media sites like Facebook, Twitter, LinkedIn and others. Even if the review is negative, respond in a positive way and again, go above what you have to do to make the customer happy.
Provide Exceptional Customer Service
If you want great reviews then you must provide amazing customer service. You need to go above and beyond the call of duty to ensure you’re getting the best positive reviews possible.
One bad review can cost you dearly in the revenue department. While you won’t make 100% of your customers happy, if you do everything in your power to ensure positive customer service then you can mitigate those negative reviews.