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How to respond to reviews – positive and negative

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Through Google My Business you as a business owner have the ability to respond to reviews, both good and bad. Responding to reviews shows potential patients that you’re actively listening to feedback and responding. Plus, a recent Harvard Business Review study found that when businesses responded to patient reviews — good or bad — ratings subsequently increased.

Responding to Positive Reviews

Your patients love you! That’s great! You should still respond to their review to show you’re listening, grateful for the feedback, and looking forward to helping that customer again soon.

Your response to a positive review should include the following:

  • Thank the customer (for writing a review/participating in your program/visiting your business)
  • Mention your practice by name (this is good for SEO!)
  • Highlight a service or product for future customers to see
  • Invite the customer to do something, like visit again or bring a friend

Here is an example response template:

Wow – thanks for your kind remarks! I’m so happy that {aspect reviewed positively} worked out for you, and that you plan to {keep doing business with us / come back soon}.

We thrive on this type of feedback, so I’ll be sure to pass your comments on to the team. Our goal is to {your company’s mission statement / goal}, and I’m ecstatic that we were able to make it happen for you here with {aspect reviewed positively}.

Thanks again!
{your name}

Responding to Negative Reviews

Receiving a negative review is tough. It means that in some way, your practice fell short of meeting your patient’s expectations. Responding to the review in a helpful, sincere way, however, can be the next step towards doing the right thing and fixing what can be fixed.

Your response to a negative review should include the following:

  • Apologize and sympathize with the reviewer
  • Explain why this experience isn’t what your patients should expect
  • Take the conversation offline by providing a real world contact person who can resolve the issue
  • Keep it short (3 sentences)
  • Don’t mention the practice name (so that search engines are less likely to identify this review in relation to your business)

Here is an example response template:

Thanks for taking the time to write a review. I’m so sorry about {main criticism in review}. {Add commentary acknowledging how the negative impacted the reviewer, as expressed in her or his review}.

I want you to know that I will be passing your comments on to {person/team/department that can attempt the situation}. We want to make sure your voice is heard as we continue to improve, and hope you won’t hesitate to reach out if there’s anything we can do to make this better.

All the Best,
{your name}
{your email address}

Professional Reputation Management

Responding to reviews is a great way to manage your online reputation. If you’d like to learn about ways to automate your online reputation management tasks, and take your online reputation to the next level, give us a call, or send us an email!

 

Need Help with your responses?

Download our FREE response templates and get started responding to reviews today!

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88 Inverness Cir E
B101
Englewood, CO 80112

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