No, not quite! Now that you have discovered your positive online reviews, what are you going to do with them? Firstly, make sure you have read them all and respond in a personal way to each of the reviews (do not copy and paste a generic “thank you” in response to all of your reviews, it looks terrible). Do thank them for leaving the reviews, (when responding to reviews, it is vital to remember client confidentiality and any relevant industry-related regulations) and respond to a point in the review if possible. Thank them for using your business, keep it professional but appreciative. Customer care both received and perceived goes a long way!
Next, tell potential clients that these reviews exist! Post them on Facebook, Twitter, etc., link to the pages the reviews are on, put them on your website. Help your potential customer with their purchasing decisions.
While it is great that you have positive online reviews, do not become complacent. If you are not already, start asking for reviews and directing them to place you want them found (see blog post). Start developing a process for everyone to follow internally to ensure the online reviews continue to build.
Look at where your customers are leaving the reviews, think about building from this source as well as spreading reviews to other locations on the internet, not all clients have the same trust sources.
Please communicate with your customers and truly listen to what they are saying, we all have room for improvement, mistakes happen! It is highly likely that you will pick up a bad review occasionally. Still, it does not have to the end of the world. How you deal with complaints can be as important as the initial mistake in the eyes of both the customer and the online community that is watching it unfold.
For information on what to do if you have found a negative online review, click here
