Don’t ghost your customers after they share feedback. Instead, give them meaningful support. Show them you care—really, truly, and sincerely.
How? By writing high-impact review responses and publishing them fast.
It sounds like a bit of work. But with the strategies outlined in this guide, you can build a review response process that helps your business live up to its customer service guarantees.
To get started, we’ll unpack the role of reviews. Do people really care about them? How do they affect buying decisions?
Then, we’ll look at the power of prompt responses. We’ll examine a few studies from the business and psychology worlds.
We’ll share five ways you can speed up response times without compromising service quality. To wrap it all up neatly, we’ll give you some quick steps you can take today.
There’s no time to waste! So let’s get started.
There’s a lot of talk about the value of reviews. Is it really warranted?
Absolutely yes.
Online reviews have a far-reaching, success-making-or-breaking impact on home service businesses like yours.
Consider the stats:
What does this mean for your business?
Positive reviews win trust. They are social proof of your skills and capabilities. They guide your customers’ decision-making process.
If they see good reviews, they’ll call you. If they see bad reviews, they’ll take their money elsewhere.
FROM ONE OF OUR PARTNERS: 5 Ways to Get More Customer Reviews
It’s something you just know—it’s a universal truth. You don’t like to be left waiting around. Neither do your customers.
But to really understand the power of a fast response, we need to look at the research.
One 2023 study stated:
“[One] way to build trust and encourage customer loyalty is through providing quality service…This can include responding promptly to inquiries, delivering products on time, and resolving issues quickly and effectively.”
That’s a lot of synonyms for “fast”.
It went on to conclude:
“…businesses need to have a clear strategy for managing negative feedback and complaints, including guidelines for responding to negative feedback…“
In other words, quick and strategic responses are a core tenet of quality service. They are musts for building trust and loyalty.
This research is backed up by others too. One survey by McKinsey found that “lack of speed in interactions” was a number-one pain point. It was cited two times more often than price.
If we veer away from the business world and into psychology, we learn some interesting insights too.
A 2022 study came to this conclusion:
“Conversations with faster response times felt more connected than conversations with slower response times…“
Research published by the American Psychological Association supports this finding. It was discovered that when people pause before answering a question, the answers are perceived as less sincere.
The longer it takes to reply, the less likely the response will be believed.
It’s fascinating stuff, and it’s relevant to how you do business too.
Looking at the above, it’s clear that prompt responses to customer reviews are hugely beneficial. Here’s why:
RELATED ARTICLE: How to Get More Google Reviews: 5 Strategies for Success
The best way to run a business is to use systems to your advantage. That way, everything runs like a well-oiled machine. Nothing slips through the cracks.
Use the tips and strategies below to build a robust system for timely review responses.
You can’t respond to a review if you don’t know it exists, right? So the first thing you need to do is create an alert system.
Google will send a notification to the email address associated with your Google Business Profile when a new review comes in.
If you haven’t seen these in a while, it’s worth checking what that email address is. It could be some long-lost Gmail account you set up eons ago and forgot about. If so, you have two options:
Other review platforms have a similar setup. On Facebook, for example, you’ll get a notification when you have a new review. Just be sure to check these as soon as they come up.
Have you ever researched a company and checked out their reviews? Below each one is a generic, cut-and-pasted reply.
It’s not a good look, is it? It’s the total opposite of personalization.
You don’t want to do this. But you can still benefit from having a rough framework to follow. It might look something like this:
For positive feedback:
For negative feedback:
RELATED ARTICLE: How to Respond to a Review on Google
You wear a lot of hats. Trying to keep track of every Google review on top of that can be one task too many. That’s why delegating this responsibility to a trusted team member can be a game-changer.
Choose someone who’s already great with customers. Then, share a clear framework for how to respond to reviews, both positive and negative. You could even use the guidelines above.
Make sure they’re the ones getting alerts for every new review. Set them up to reply quickly.
You might schedule a monthly check-in with them. They can share a rundown of the positive and negative feedback. This helps you keep a finger on the pulse without getting bogged down by the day-to-day details.
A quick, thoughtful response makes a stronger impression than a delayed, overly polished one.
Of course, this doesn’t mean cutting corners or being sloppy with your replies. Instead, it’s about leaning on the tools available to you. Use the framework above, for example.
You don’t have to write an essay-long response either. Short is just fine.
When in doubt, share your contact information for further communication. This shows you care about the feedback and are open to resolving any issues.
Artificial intelligence (AI) tools like ChatGPT can help you draft review responses. But there’s a caveat: AI writing can come across as robotic if you’re not careful.
Your clients can tell when something feels impersonal, and this can backfire big time. They may feel less valued than if they received no response at all.
You might use AI as a way to generate ideas. Then, rewrite the response yourself. Add in personal touches and relevant details. Make sure your final response aligns with your brand’s voice and values.
FROM ONE OF OUR PARTNERS: How to Create a Positive Brand Reputation
Let’s get that system set up and working. Follow these quick tips to start sending quick and meaningful review responses:
The post The Importance of Timely Review Response: How Fast Feedback Can Boost Your Business appeared first on PulseM.
How? By writing high-impact review responses and publishing them fast.
It sounds like a bit of work. But with the strategies outlined in this guide, you can build a review response process that helps your business live up to its customer service guarantees.
To get started, we’ll unpack the role of reviews. Do people really care about them? How do they affect buying decisions?
Then, we’ll look at the power of prompt responses. We’ll examine a few studies from the business and psychology worlds.
We’ll share five ways you can speed up response times without compromising service quality. To wrap it all up neatly, we’ll give you some quick steps you can take today.
There’s no time to waste! So let’s get started.
Understanding the Role of Reviews
There’s a lot of talk about the value of reviews. Is it really warranted?
Absolutely yes.
Online reviews have a far-reaching, success-making-or-breaking impact on home service businesses like yours.
Consider the stats:
- Almost all—we’re talking 99.9%—of customers read reviews when they’re shopping.
- About half trust reviews as much as a recommendation from friends and family.
- Reviews have a bigger impact on purchasing decisions than other forms of advertising. This is especially true among younger generations. A huge 84% of millennials don’t trust traditional approaches.
- Bad reviews push prospects away. A staggering 87% of people won’t even think about using a company with a rating of 2 stars or lower.
What does this mean for your business?
Positive reviews win trust. They are social proof of your skills and capabilities. They guide your customers’ decision-making process.
If they see good reviews, they’ll call you. If they see bad reviews, they’ll take their money elsewhere.
FROM ONE OF OUR PARTNERS: 5 Ways to Get More Customer Reviews
The Power of a Prompt Response
It’s something you just know—it’s a universal truth. You don’t like to be left waiting around. Neither do your customers.
But to really understand the power of a fast response, we need to look at the research.
One 2023 study stated:
“[One] way to build trust and encourage customer loyalty is through providing quality service…This can include responding promptly to inquiries, delivering products on time, and resolving issues quickly and effectively.”
That’s a lot of synonyms for “fast”.
It went on to conclude:
“…businesses need to have a clear strategy for managing negative feedback and complaints, including guidelines for responding to negative feedback…“
In other words, quick and strategic responses are a core tenet of quality service. They are musts for building trust and loyalty.
This research is backed up by others too. One survey by McKinsey found that “lack of speed in interactions” was a number-one pain point. It was cited two times more often than price.
If we veer away from the business world and into psychology, we learn some interesting insights too.
A 2022 study came to this conclusion:
“Conversations with faster response times felt more connected than conversations with slower response times…“
Research published by the American Psychological Association supports this finding. It was discovered that when people pause before answering a question, the answers are perceived as less sincere.
The longer it takes to reply, the less likely the response will be believed.
It’s fascinating stuff, and it’s relevant to how you do business too.
Looking at the above, it’s clear that prompt responses to customer reviews are hugely beneficial. Here’s why:
- They contribute to the overall quality of the customer experience.
- They make the customer feel valued and more connected to your business. This builds trust and fosters loyalty.
- They make your responses look more credible. You didn’t spend days or weeks mulling over your response or crafting the perfect lie. You got back to them quickly and told the truth—and that speaks volumes.
- They convince the people researching your company online that you’re customer-focused. They see your commitment to service in action. This encourages them to choose you.
RELATED ARTICLE: How to Get More Google Reviews: 5 Strategies for Success
Strategies for Timely Review Response
The best way to run a business is to use systems to your advantage. That way, everything runs like a well-oiled machine. Nothing slips through the cracks.
Use the tips and strategies below to build a robust system for timely review responses.
Strategy 1: Set Up Alerts for New Reviews
You can’t respond to a review if you don’t know it exists, right? So the first thing you need to do is create an alert system.
Google will send a notification to the email address associated with your Google Business Profile when a new review comes in.
If you haven’t seen these in a while, it’s worth checking what that email address is. It could be some long-lost Gmail account you set up eons ago and forgot about. If so, you have two options:
- Change your Google Business email to your current email address.
- Set up forwarding so the Gmail emails are automatically sent to your inbox.
Other review platforms have a similar setup. On Facebook, for example, you’ll get a notification when you have a new review. Just be sure to check these as soon as they come up.
Strategy 2: Use a Response Framework (Not a Cut & Paste Reply)
Have you ever researched a company and checked out their reviews? Below each one is a generic, cut-and-pasted reply.
It’s not a good look, is it? It’s the total opposite of personalization.
You don’t want to do this. But you can still benefit from having a rough framework to follow. It might look something like this:
For positive feedback:
- Thank them for leaving a review and choosing your business.
- Say something about how you’re thrilled they’re happy with the result.
- Leave the door open for any questions by inviting them to get in touch.
- Sign off by saying you look forward to working with them again.
For negative feedback:
- Thank them for leaving a review and choosing your business.
- Acknowledge how they’re feeling. Don’t accuse them of lying. Instead, frame your response by saying their experience does not reflect how you believe customers should be treated.
- Suggest taking the discussion offline. Share your direct contact information.
- Sign off by saying you look forward to resolving the issue.
RELATED ARTICLE: How to Respond to a Review on Google
Strategy 3: Share the Responsibility with Other Team Members
You wear a lot of hats. Trying to keep track of every Google review on top of that can be one task too many. That’s why delegating this responsibility to a trusted team member can be a game-changer.
Choose someone who’s already great with customers. Then, share a clear framework for how to respond to reviews, both positive and negative. You could even use the guidelines above.
Make sure they’re the ones getting alerts for every new review. Set them up to reply quickly.
You might schedule a monthly check-in with them. They can share a rundown of the positive and negative feedback. This helps you keep a finger on the pulse without getting bogged down by the day-to-day details.
Strategy 4: Understand that Fast Is Better than Perfect
A quick, thoughtful response makes a stronger impression than a delayed, overly polished one.
Of course, this doesn’t mean cutting corners or being sloppy with your replies. Instead, it’s about leaning on the tools available to you. Use the framework above, for example.
You don’t have to write an essay-long response either. Short is just fine.
When in doubt, share your contact information for further communication. This shows you care about the feedback and are open to resolving any issues.
Strategy 5: Get Help from AI, but Proceed with Caution
Artificial intelligence (AI) tools like ChatGPT can help you draft review responses. But there’s a caveat: AI writing can come across as robotic if you’re not careful.
Your clients can tell when something feels impersonal, and this can backfire big time. They may feel less valued than if they received no response at all.
You might use AI as a way to generate ideas. Then, rewrite the response yourself. Add in personal touches and relevant details. Make sure your final response aligns with your brand’s voice and values.
FROM ONE OF OUR PARTNERS: How to Create a Positive Brand Reputation
How You Can Start Crafting Timely Review Responses Right Now
Let’s get that system set up and working. Follow these quick tips to start sending quick and meaningful review responses:
- Set up alerts. Check the email account associated with your Google Business Profile. Change the address if needed or set up forwarding. Do this, and never miss a new review again.
- Personalize the framework in this article. Copy it into a new document. Make edits so it better meets your business’s specific needs. Change it so it matches your voice and reflects your values.
- Put your skills to the test. Choose one recent review. Practice writing a response to it using your framework. If the review is less than a week old, consider publishing your response.
- Decide if delegating is right for you. If it is, think about who would be right for the job. Send them a quick email asking if review responses are something they’d like to take on.
The post The Importance of Timely Review Response: How Fast Feedback Can Boost Your Business appeared first on PulseM.