It’s easy for us to take the good things in life for granted. We tend to spend most of our energy focusing on problems that need fixing or desperately trying to work through that days’ to do list, wishing that there were just more hours in the day to get everything done.
If something is going well in our life though, such as being in good health and having good family and friends, we kind of just assume that things will always be this way. We tell ourselves that we don’t need to work on the positive aspects of our life.
It’s only when these positive things are missing from our lives that we realize the true value of them, and this is no different when it comes to your business and the world of online reviews too. Organizations can spend so much time firefighting their negative feedback they start to neglect their positive reviews, or at the very least, take them for granted.
They may not realize until too late that failure to engage with happy customers and positive reviews can lead to neglect and, before they know it, their negative feedback (and responses to it) starts to take prominence and it’s all your customers will start to take notice of.
While it’s definitely important to respond to negative reviews, here we’ll tell you exactly why responding to your positive reviews is just as important as responding to the negative, offer you tips on how to draft that perfect response and give you some examples showing you how to respond to positive reviews.
Need more positive reviews? Try Trustmary.
Why should I respond to positive reviews?
1. They provide the chance for free advertising and testimonials
We’ve written previously about just how essential testimonials are to your business. Given that the average customer will now read around 10 reviews before purchasing a product or service, good reviews are becoming the lifeblood of many industries and organizations.
For every positive review you respond to or share on social media, you increase the exposure and reach of that feedback. For example, a customer may share their good review of you on Twitter to around 100 of their own followers, but your response could extend that reach to your own followers across multiple platforms as well as on your own website, expanding that reach to potentially thousands.
Make sure you always ask permission from the customer before sharing though as this shows basic respect and consideration. Most of the time they’ll be more than happy for you to share their good review or be used as a testimonial, but always check!
2. It makes the customer feel appreciated
A customer has taken time out of their day to say something nice about you. It’s therefore only common courtesy to respond to them, or at the very least to thank them for their time. People like being noticed and appreciated and there’s a good chance you could end up promoting further engagement with that customer following a response.
Remember, if they’ve left a positive review they already like you and your product. Engaging further with them will only strengthen the relationship with them and could prompt them to share more reviews of you in the future.
This is also useful for customer retention purposes too. We all know trying to win over a new customer is much more difficult than retaining a current one. With just a little effort and a short response to positive feedback, you greatly increase your customer retention chances and make people feel wanted and valued.
This in turn means that by not engaging and ignoring your positive reviews, you could have the opposite effect, making the customer feel neglected and more likely to turn to one of your competitors who does care about them.
3. It can increase your visibility in search engines
By responding to reviews you’re telling search engines that you’re an organization that likes to engage with its customers, and those that engage tend to provide better customer service overall.
Try to make your business available to review on as many platforms as possible and definitely allow reviews via Google. The search engine giant will always prioritize reviews submitted via it’s own platform, and the more reviews that have responses the better.
Don’t just limit yourself to Google though, get on Yelp, TrustPilot and as many social media platforms as possible. The more engagement you have the greater the chances you’ll rank up in the results. You can help the results even further by signing off with your company name, location and any keywords related to your business or product that the customer might have mentioned in their review.
This is especially helpful for local businesses too, and this webinar goes in depth on some tactics you can use to optimize your local search engine results and utilize your responses to reviews for better rankings.
How to respond to positive reviews?
1. Always personalize the response
Much as dealing with a negative review, your first step in responding to a positive review should be to personalize it. Don’t just copy and paste a generic response to every bit of feedback, customers reading your reviews will spot this easily and you’ll just come off as lazy
Always make the experience about the customer. Address the customer by name (where possible) and write to them as a fellow human being.
2. Always thank the customer
You should always open with a quick message of thanks to show your appreciation for the review. And don’t forget to sign off your message with a second note of thanks as well to really stress to the customer that their review really means a lot to you.
3. Respond to specific points in their review
If a customer has referenced a specific product feel free to refer back to it in your response. Mention how popular it is with other customers or how proud you are of that particular service.
This is also a great chance to slot in some of your keywords specific to that type of product.
Try not to upsell though or talk about other products and services, this can sometimes come across as disingenuous, keep things authentic and related to that specific review.
4. Don’t overstuff your response with keywords
We mentioned above that responding to positive feedback is a great way to increase your search engine rankings. However, be careful not to overstuff your response with too many keywords or mention the name of your business too many times as it’ll come off as unnatural.
5. Try and offer something of value in your response
Remember, you’re not just responding to that individual customer when you reply to feedback, but to every other customer and potential customer that is reading that review. If you offer something of value along with your thanks, they may be more likely to take note and try out your product or service.
For example, you may want to offer them a trial of a free product as a thanks or a money off coupon on their next purchase. Your offer doesn’t have to be something tangible though, it could even be general advice, perhaps explaining how to get more out of the product or highlighting a customer loyalty programme they may not have been aware of.
If you do offer something always make sure to be consistent though. If a customer finds out they were offered something different to another customer, you risk the chance of upsetting them so keep all of your offers the same.
6. Target the number of reviews you respond to
While you might want to respond to 100% of your positive feedback, you might want to try being a little more selective. How selective of course all depends on your organization’s specific circumstances, for example, if you’re a brand new company you’ll want to be engaging with as many customers as possible.
However, if you’re a larger brand and are receiving hundreds or even thousands of reviews every month, it may be better responding only to a certain percentage of those reviews. This is because if you respond to every single one, you may start to clog up your social media feeds and you could end up putting off your other customers who will start to see you only as a shameless self promoter.
You’ll ultimately have to find a balance that works for you, but a good general rule you can follow is to respond to longer reviews where customers have taken the time to go in depth into why they were happy with their service. In turn, you may choose not to respond to shorter reviews such as “Great product!” or those that leave only a star rating but no text or detail.
Examples – How to respond to positive reviews
1. Hi [Name],
Thanks so much for your feedback! We’re really glad you enjoyed our [product/service], we’ve found it’s a definite customer favorite!
Did you know that for every 5 purchases of that [product/service] all of our customers are entitled to one free of charge? We’ll drop you a message to let you know how to claim!
Thanks again for the review and for being such a great customer.
2. Hi [Name]
We can’t thank you enough for the kind words about [product/service]. Your review means a lot to us and lets us know we’re on the right track!
To show our appreciation we’d like to offer you a 10% discount next time you visit our store in [customer’s town]. We have your contact information and will your coupon straight over!
Looking forward to seeing you again soon and thanks again!
3. Hi [Name],
Wow, we were blown away by your positive words, we really appreciate the time you took to write such a detailed review!
We noticed you mentioned you’d like to get even more out of your [product/service]? We’ve put together some handy guides over on YouTube that you might be interested in, you can find them at this link here [link] or feel free to contact our customer service department if you have any questions at all at [phone number/email address]!
4. Dear [Name],
We’d just like to thank you for taking the time to write this review of [product/service]. We’re a small, family run local business here at [business name] and every bit of feedback like this does so much to help us out!
Thanks for your kind words about [name of staff member], she remembers your visit and is looking forward to seeing you again soon!
We’re very grateful for customers like you and hope you stick with us for years to come!
[Name of Company]
Final thoughts about responding to positive reviews
Remember though, just like responding to negative reviews, you have to keep your responses personal to that individual customer. These templates are a great start but you’ll need to tweak them on a case by case basis. Your customers are human beings too you know! So as long as you treat them with respect, thank them for their review and see what you might be able to offer them then you’ll do great.