Review Guide - Dos and Don'ts
Online reviews provide you with an exceptional opportunity to improve your business. Not only can you learn valuable lessons regarding your customers' experience with your company, but you can also manage your reputation online by responding to reviews. Nevertheless, knowing how to respond to a review is not always easy.
When writing or replying to online reviews, there are a few things to consider. Follow this list of essential dos and don’ts to make sure you cover every aspect.
For customers writing reviews
Dos- Provide helpful and constructive feedback. Constructive feedback is guidance that helps the recipient achieve a positive outcome
- Post detailed and honest reviews. Be specific and relevant to the place you’re reviewing, and describe what other visitors are likely to experience
- Be polite, friendly and respectful. Even if you’re frustrated, make sure your criticism is constructive
- Check your reviews page for further updates/replies
- Check the spelling and grammar of your review before submitting it to make sure it is well written and correct
Don'ts- Review the wrong website/company → always make sure you evaluate the correct company
- The entry of e-mail addresses, URLs, telephone numbers or other personal data is inadmissible
- Do not use offensive words, slander, insults, lies or misinformation
- For legal matters, do not post a false statement presented as a fact that is harmful to a company or a person's reputation
- Rumours, contents by hearsay or unconfirmed statements of other persons are inadmissible
For companies responding to reviews
Dos- Write your response sooner rather than later
- Add a touch of specificity, address reviewers by name
- Keep it short and to the point
- Acknowledge and apologize
- Thank the customer for their business and feedback
Don’ts- Don't wait too long to respond
- Don't make it personal
- Don’t send the same response to different situations
- Don't overreact even though negative reviews can be tough
- Don't get offended and use offensive words, slander, insults