10 Management Response Examples for Online Customer Reviews: Stay Safe, Save Time and Win Back Upset Customers

Preface: The High-Stakes Game of Online Reviews

Thank you for grabbing a copy of my book!

To express my gratitude, I want to offer you a free gift that will help your business’ marketing. This  tool that is available to my marketing customers, but you have free access because you were kind enough to download this book.

It will give you a snapshot report of how your customers and potential customers are seeing your company.

93% of people do searches for reviews and other trust signals before they buy any product or service – this free report lets you see what your business looks like to them.

https://untiltheysmile.com/free-reputation-report/

Are Reviews That Important?

I've created this book to save you time and reduce headaches when replying to reviews.

But before we dive it to the review response examples, I want to tell you about why I'm obsessed with helping businesses improve their reputation when it comes to online review sites.

It's really simple. And it starts with two questions:

Who reads online reviews? And why do they read them?

Your customers and potential customers.

To avoid risk and pain.

Nobody likes reading reviews.

People read reviews because they are trying to make a wise decision.

It doesn't matter what they are deciding: where to go for dinner, where to get their teeth cleaned, looking for a new gym to try - whatever it is. They want to avoid the pain of making a bad decision.

The real point is, they, your potential customers, are at a critical moment - they are looking for the best place to spend their money.

When people are (reluctantly) reading reviews, they are telling us I'm interested in spending money at ____(your company) or ____ (your competition).

And which one will they pick? The one with the best reputation on Yelp, or Google or another review site they trust. If they are in a hurry they won't even bother reading the reviews - they'll look at the star ratings and number of reviews and go with the highest numbers.

The reason I am obsessed with reviews and getting them right is that I know how much they matter to your customers. And because of that, how much they matter to your business.

© 2017 Jon Symons and Jigsaw Online Media Inc. All rights reserved. No unauthorized use or distribution.

Note: I made the choice to reproduce the reviews as is including typos and poor grammar, for the sake of reproducing the authentic tone of the review writer.

Introduction

Why It's Essential to Respond to Reviews

I believe that reviews are the most powerful and overlooked form of marketing. Positive or negative, reviews are written by your customers with the intent of influencing your future customers.

Even bad reviews are good for you!

A negative review, with a great management response, can actually be more effective at creating a positive impression for your business than a 5-star review.

Negative reviews offer you, the business owner, opportunities to demonstrate caring, correct facts, and even go viral.

We’ll get straight into the examples, but there are three keys that need to be front of mind when you’re going to respond to a review