A fantastic way to create relationships and support of your business, is by connecting with your customers via, the reviews section.. You can respond to reviews through your business account, with a public or direct message, or both. Reviews are some of the most valuable feedback you’ll receive as a business. They can offer information and ways you can improve and grow. A good way of showing your commitment to your customers is to reply to a review with a public comment.

Be careful though. your well meaning could be misinterpreted. Try to be thoughtful about your response and what you mean. Crafting a response that shows you appreciate that person’s review goes a long way. A pro tip is to limit your response to a sincere thank you-that’s it.  Also,  Remember, this customer already likes your business, use this opportunity to thank them and introduce yourself.

Keep this in mind when responding:

1. Your reviewers are your customers.
2. Responding to reviews can be as simple as offering a considerate thank you.
3. Respond quickly. No one likes waiting about a concern or problem. This shows an appreciation for your customers comments and opinions.
4. Timely responses are very powerful in mending relationships. The customers see this, and this can create loyalty.
5. Upload a photo of yourself in your Business User’s Account. This makes your response more personal. see guidelines on posting media.
6. Don’t use your response to offer marketing incentives
7. Try to avoid any urge to react to minor complaints in an otherwise great review.
8. Correcting incorrect information is okay, If the review has incorrect information, You should always take the high road and respond thoughtfully. Remember point 7 though.

Difficult Feedback

Your reviewers are giving you the chance to improve. There are lots of customers and user who won’t take the time to give you the information to help you improve and grow. even if you disagree with the review. Look at it this way, the reviewer took the time to share what went wrong.

• Do not read it once and respond. Get a feel for the customers point of view by reading the review a number of times, till you get a point of empathy.
• Look at it as an opportunity into how you can improve, will make a big difference to your reponse and also your customers loyalty.
• It’s a good idea to start with a public response that includes a thank you
• Direct messages should only be used to find out more information and provide a resolution for an issue. You shouldn’t use the feature to force a customer to change their review. remember, this is just another option at offering better customer service, not for badgering or fighting the customers.