Would you be offended if you wished someone a nice morning and they disregarded you? I would.
For one thing, it's impolite. And, in a way, their silence speaks volumes.
That person is showing they don't care about you by not returning your hello.
This logic also holds true for internet reviews. Ignoring your reviews will not be excused as laziness; instead, it will leave a negative image on both present and potential customers.
In fact, 71% of individuals who read online evaluations are more likely to patronize a company that responds. Responding could provide you with the competitive advantage you require to acquire more customers.
Let's get a little more specific and talk about the messages you could be sending by not responding to your internet reviews.
Your company is ungrateful.
If you're doing things correctly, the majority of your internet reviews will be thank-you notes from satisfied customers.
They may provide information on the facilities, the identities of the employees with whom they worked, and the things they purchased.
Overall, reviewers provide knowledge that influences 97% of customer purchasing decisions, earning you additional revenue.
How not replying can be regarded: failing to respond to positive feedback can be perceived as disrespectful, implying that you do not value your consumers. Thank them for their help, appreciate what they've written, and invite them back to your store.
Your company does not want to make amends with dissatisfied customers.
A smaller percentage of your evaluations will be critical feedback (the industry standard is 12%).
This is, to some extent, a typical and expected element of online reputation management.
However, failing to respond can exacerbate a bad situation. If you do not respond when a dissatisfied customer airs their complaint, you are telling them that you are uninterested in resolving your error.
More broadly, you're telling potential customers that you don't care whether they have a good or unpleasant experience.
We propose that you respond to negative reviews by offering an immediate apology as well as a solution to set things right - a proactive next step is essential. Provide contact information, or even better, call the consumer offline to ensure that all of their problems are resolved.
Your company is not making efforts to improve.
Negative internet reviews provide an opportunity to regain a customer's confidence while also providing insight into how you may better for all of your guests.
When someone takes the time to provide useful input and you do not respond, you send the message that your company does not want to grow.
Instead, express your gratitude. Explain that you will examine what they've written in the future and provide contact information if they want to discuss anything else. Better yet, keep your promise and use your consumers' feedback to better your business.
If you’ve been overlooking your online reviews, it’s time to take action.
Remember: no response is a response.
If you are ready to start responding to your customer’s reviews, Reputation Booster can manage them.
Allow Us to Assist You in Increasing Your Online Reputation.
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