In a highly digital age like ours, it’s so easy to share your opinions with the rest of the world. Think something’s wrong with your health care system? Tweet it. Wanna tell people about the cool new cafe you found that serves unlimited coffee? Share it on Instagram. Starbucks barista spelled your name incorrectly for the 27th time? Post it on Facebook.
Wanna tell a business about their terrible delivery service? Or do you wanna commend them for their awesome work? Leave a review.
Whether these online reviews and opinions are positive or negative, you should be paying attention to them. Why? Because they tell you what your customers think about your business. They are literally telling you what you’re doing right, what you can still improve, and what they want from you. These are direct feedback from people who use your product or avail your service.
Another reason why you should be paying attention to online reviews is because they are powerful. Not only do they let you know what you’re doing right or wrong, they let other people know that too. Both positive and negative online reviews can affect the way people see your business, and whether or not they would even pay for your business at all.
So what do you do with these online reviews?
First of all, you shouldn’t be afraid of them. Paying attention to online reviews can actually help you improve aspects of your business that you didn’t know that needed improving. However, it’s not enough to just read them; you have to respond! And yes, even to the bad ones.
Responding to online reviews builds up your credibility, strengthens the loyalty of your customers, and even improves your online presence.
When people say that they love how affordable your prices are, how friendly your staff is, or even just how much they love the product packaging is, make sure to say thank you. After all, they were so happy with your business that they even bothered to tell people what they think. Responding to positive reviews shows people that you appreciate the time and effort they put on typing their comment.
But what about bad reviews? Yes, you should respond to them, but in a calm, and professional manner. They may be raising a valid point or they might be pointing out an issue you were not aware of. Make sure to let them know that you appreciate them for bringing these issues to your attention.
More importantly, if the issue was simply a misunderstanding, then you can respond with your side of the story, while maintaining a calm and professional attitude about the situation.
But responding to online reviews can feel a bit daunting. With so many platforms out there— Google, Facebook, Yelp, TripAdvisor— it can feel overwhelming to manage your online reviews.
At RMS Tech Spa, we can help you take the stress out of managing your online reviews and gathering them into one platform for easy access (and easy responding!). With all your online reviews in one place, all you have to do is respond to them. And because our review system also includes a drip campaign feature, it’s easier to get your reviewers to respond back to you, improving your customer service, credibility, and improving loyalty.
If you have questions about online reviews or RMS Tech Spa’s Online Review Management, you can call us at 833-TECH SPA or send an email to [email protected]!