Tips: Responding to Reviews – What to Say & What Not to Say

Updated on January 4, 2022

If you choose to respond to online reviews yourself, here are a few helpful tips.

We recommend that you respond to reviews at least once per week. This shows that you are a legitimate, active company that takes feedback seriously. Working in a few SEO keywords never hurts either.

Just make sure to be sincere and don’t get caught up in online review drama when you receive a negative review. (Learn how to post replies to customer reviews with SW Reputation Manager.)

1. Positive Review Responses #

Here are four key points to keep in mind when responding to positive reviews:

  1. Keep your responses simple
  2. Thank them for the feedback
  3. Address the customer by name
  4. Mention the appliance they had repaired

Sample Responses

“Thank you for leaving a review, Jan! We’re glad to hear that your refrigerator repair went well. We appreciate your business.”

“We appreciate you taking the time to leave a review about your washer repair, Eddie. Tim is an awesome technician! Thanks for choosing Appliance Repair Biz.”

Rating Only – No Text
If you wish to respond to these reviews that are only a star rating without any written feedback, keep it simple.
“Thanks for leaving a review!”
“We appreciate your feedback.”

2. Negative Review Responses #

Here are four key points to keep in mind when responding to negative reviews:

  1. Keep it simple
  2. Stay positive
  3. Don’t be snarky or defensive
  4. Address their specific concerns

Sample Responses

Pricing Complaint – “We’re sorry to hear that you weren’t completely satisfied with the service you received, Karen. We base our fees on national industry standards, taking into account all that goes into providing a repair. We appreciate your business.”

Repair Delay Complaint – “We appreciate your feedback, Charles. Unfortunately, we are experiencing longer shipping times due to the pandemic. We apologize for any inconvenience.”

Rating Only – No Text
In this case, it’s probably best to let it be. No response is necessary.