How to Respond to Good and Bad Reviews

How to Respond to Good and Bad Reviews

Since business transactions are usually done online, a lot of customers rely on online reviews. In fact, more than 70% of people read reviews prior to doing a purchase of any goods or services.

What Is A Review?

A review is an evaluation after availing a service or a good. A review is a way for a client to show appreciation or discontent for his or her overall experience.

Why Is A Review Important?

Reviews give a certain direction to your business. Good reviews can bring in more clients and can retain loyal clients. However, bad reviews can turn off customers, especially potential ones. Looking at the good side, bad reviews can help in the improvement of your goods and services.

Here are the top reasons why reviews are important:

1. Reviews are Checked by Clients

Due to the increasing popularity of online shopping, shoppers check on reviews prior to making purchases. 

1. Increase in Sales

Good reviews make you a trustworthy company. When a company can be trusted, more people avail their goods and their services. Thus, the increase in sales is noticeable. 

1. Increase in Traffic

Good client reviews will take in more curious people to your website. In fact, companies with good reviews are often searched by clients.

1. Reliable

A company with good reviews is a reliable company. It proves your legitimacy and also it proves that you are not going to scam your clients.

Can Businesses Respond to Google Reviews?

The answer is a big YES. Google allows the business owner to respond to the reviews made by the clients. Business to client interaction is important to Google and that’s why responding to reviews is very important. Google has even made it simpler by allowing business owners to use their Google My Business accounts on their computers or on their mobile phones. It would be rude not to respond to reviews so if you are having a difficult time, here are the steps on how to respond to Google reviews:

1. Make sure that you are logged in to your Google My Business Account
2. Choose the listing that you wish to reply to by clicking the three horizontal bars in the top left corner of your page
3. Then click the “manage reviews” portion and choose a review that you want to engage in

Tips to Remember when responding to reviews:

1. Customize

Your reviews should be unique per client as their experiences are different. Sending a response that is completely the same can be frustrating to some clients.

1. Acknowledge or Apologize

Be humble to acknowledge good and bad reviews. Clients usually come back to businesses that are humble.

1. Respond

Always respond to the response. Solve the problem as much as possible in order to gain the trust of your clients.

Do Businesses Get Notified of Google Reviews?

Yes. Business owners get notifications that someone has left a review through the email that they have used in registering for Google My Business. Whether good or bad, always choose to respond to these reviews. It can either make or break your business so do your best to respond.

Should I Respond to Positive Reviews?

Businesses are pleased to see a good rating from their clients because it means that their strategies are working really well. The real question is, should the business still respond when the review is already a positive one?

The answer is Yes. It is right to thank the reviewer for the positive response that he or she has given. You do not want to sound rude by not saying thank you. Moreover, people always look at reviews so you are giving your potential clients a taste of your good service. Lastly, responding to reviews is a good way to have a positive conversation with your clients.

Here are the simple steps on how to respond to a positive review:

1. Thank the customer

Thanking the customer for the positive review is the most polite thing to do. You can be more specific with your response just to ensure the client that you are doing something personal. Don’t forget to mention the name of your business just to remind the client.

1. Do a not-so-obvious form of marketing

You can include some of the newly launched products or promotions that your company has as of the moment. A positive review is a satisfied client, therefore, this client will likely avail of your promotions. This is also a good chance for your potential clients to see what you have to offer.

1. End with a positive note

Always invite your client to continue their patronage of your product.

Should I Respond to Negative Reviews?
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Not all customers are happy with what we have to offer. Negative reviews can really go wrong especially if you do not respond to them. It is important to respond to negative reviews because it shows it shows how your company deals with them.

The negative review shows the online community how you deal with negative feedback. It is also your opportunity to correct your mistakes and to show the customers that you are not going to make the same mistakes again.

A negative review can lead to something positive if dealt with well and can lead to something worse if unresponded. 

Here are the steps on how to deal with a negative review:

1. Apologize

Tell your client how sorry you were for the bad experience that he or she has had. Showing sympathy softens the hearts of clients. 

1. Acknowledge 

Acknowledging your mistakes is the most humble thing to do. You can inform your client that it is an honest mistake that you have not prepared for. If you do not acknowledge your mistakes, you may sound very arrogant. 

1. Keep it short and simple

Do not go into so many details like asking too many questions because it can only encourage the client to add more negative reviews. Instead, you can ask the client to go to offline messages so that you can further assist him or her.


Reviews are very important to every business. They show how good your services are and at the same time, they also show the flaws of your business. Responding to reviews is essential because it shows professionalism and great customer service. 

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