How To Respond To

Online Reviews
 • Thank the Reviewer.
• The reviewer just said something nice about your
company—it would be poor manners if you didn’t thank
How To them! Show your appreciation and make it personal.
Reference specific things they mentioned like agreeing if
Respond To they point out one of your stellar employees.
• Example: Thank you so much for your kind words, Jane.
Positive We really appreciate you taking the time out to share
Reviews your experience with us—and we agree, Jordan is truly a
gem to have on our team! We count ourselves lucky for
customers like you. We look forward to working with you
again in the future.
 • Respond Quickly To Positive Reviews.
• By responding as soon as you can, you show how
appreciative you are of the customer.
How To • Keep It Short
Respond To • Nobody likes to read lengthy responses, keep it short
Positive and sweet.
• Example: Thanks for the awesome review, Dan! We work
Reviews hard to meet expectations like yours, and we’re happy
to hear we hit the mark for you. Come back and see us
soon. Cheers!
• ACKNOWLEDGE THE ISSUE
• In most cases, even if you don’t think the
customer is right, it’s important to acknowledge
the issue. “Thank you for providing your feedback
and letting us know about this issue.”
• APOLOGIZE
• This apology is sincere, to the point, and
demonstrates that your business sets a high
standard and intends to deliver.
• “We apologize that our service did not satisfy
your expectations. We set a high standard for
ourselves and are truly sorry to hear that
standard was not met in your interaction with our
business. Your happiness is our number one
priority”.
• PROVIDE AN EXPLANATION, IF
NECESSARY
• There are times when an apology is more than
enough to address a situation. Even so, there may
also be instances where you’ll need to provide
more information to clear up a misunderstanding.
• “Our entire team apologizes for the
miscommunication that took place when
scheduling your service appointment. We
experienced a serious technical issue with our
scheduling software, which caused us to lose
valuable information about our upcoming
appointments. As a result, we did not meet our
scheduled service window at your home.
• INVITE THE GUEST TO COME BACK.
• “Do not hesitate to visit us and give us another
chance, I am sure we will be able to make you
change your mind.”
https://www.youtube.com/watch?v=DlHSfDx
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 • NH Collection Victoria
PICK YOUR • Meliá Granada
HOTEL • Room Mate Leo
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NH COLLECTION VICTORIA
EUROSTARS WASHINGTON IRVING
CATALONIA GRANADA
CATALONIA GRANADA
ROOM MATE LEO
BARCELÓ GRANADA CARMEN
BARCELÓ GRANADA CONGRESS
OCCIDENTAL GRANADA
MELIÁ GRANADA
ALLEGRO GRANADA