You know reviews are critical to building your online reputation, but have you thought about your response strategy? Much like reviews, homeowners read review responses as an aid to help them decide who to hire. A well thought out response can set you apart from the competition, boost SEO, and keep previous customers coming back. Ramp up your review responses today with these 6 tips.
1. Respond Promptly
Homeowners look forward to hearing from you! A 2018 report by The Local Search Association found that most consumers expect a response to their review within 24 hours. Not only is responding courteous, but it also shows you appreciate them taking the time to leave you a review.
2. Say Thank You!
Showing appreciation for customer reviews speaks volumes, and a simple “thank you” is a great place to start! Try addressing your customers by first name to personalize the response, e.g. “Thanks for taking the time out of your day to write this review, Pat!”.
3. Mention the Service(s) You Completed for the Homeowner
Reiterate what it was you completed for the homeowner in the response. This a great way to subtly market what you do, while impacting your search engine rankings for related key terms on Google. E.g., “We love your kitchen backsplash just as much as you do!”
4. Include Your Company Name and Service Area
Seize the opportunity to reinforce who you are and the areas you service. Even if you’re a team of one, reiterate your company name and build some brand recognition. This also boosts branded and local SEO for your page. Use this strategy as a sign-off, e.g. “The Stone Company in Toronto looks forward to working with you in the future”.
5. Share Something Unique or Memorable
Some projects may leave you working at a client’s home for days or months on end. Therefore, adding something unique like how much you loved their dogs, or how great their espressos were adds a personal touch that customers will appreciate.
6. Responding to Negative Reviews
While receiving a negative review may seem like a setback for your business, it is an excellent opportunity to showcase your professionalism when dealing with conflict. Show empathy by apologizing, thank the reviewer for their feedback, and encourage them to reach out to you directly to rectify. This way, potential customers who read your response can see that you provide excellent customer service.
Overall, a timely and genuine review response is a simple and effective way to show customer appreciation while giving future customers more of a reason to choose you!
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