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:
- Keep your responses simple
- Thank them for the feedback
- Address the customer by name
- 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.”
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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:
- Keep it simple
- Stay positive
- Don’t be snarky or defensive
- 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.”
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In this case, it’s probably best to let it be. No response is necessary.
