What to write back.
RESPOND TO ALL OF THEM
Positive and negative.
FOR POSITIVE REVIEWS
Short and specific.
Thank them, reference what they mentioned.
Not identical responses to every review, which are recognisable.
FOR NEGATIVE REVIEWS
This is what prospective customers read.
WHAT A GOOD RESPONSE DOES
Acknowledges the specific problem Does not argue States what you did or will do Offers to resolve it privately
WHAT A BAD RESPONSE DOES
Argues with the facts Blames the customer Uses defensive language Ignores the actual complaint
WHAT READERS CONCLUDE
From a measured response to an angry review: that you are reasonable.
From a defensive response: that the complaint was probably justified.
TIMING
Within a few days.
WHAT NOT TO DO
Respond while annoyed Reveal private details about the customer
WHAT TO DO FIRST
Write it, leave it, read it again later.
