In a previous post, we discussed negative comments and reviews posted to the internet about your business. This time, we want to talk about responding to positive comments.
In our previous discussion about negative comments, we talked about common sense reasons about how and why you must respond. So you may think it is not necessary to respond to positive comments and reviews online. You may think of doing nothing, just let others see the glowing review.
Consider this: an unsolicited positive comment from a customer means someone took the initiative to speak publicly about your business. This person is far more motivated to respond to a question from you. It’s an opportunity to get additional feedback about your business.
Plus, in the spirit of politeness, you should respond to positive comments. Why? It’s not just about being polite. It’s all about opportunity. Not responding to a positive comment is a missed opportunity.
Here are some tips for responding to positive customer reviews.
- First, say “thank you.”
Your parents taught you to say “please” and “thank you.” However, this is more than just good manners. Your “thank you” shows appreciation for not only the compliment, but also the customer who took the time to share a positive experience with your business.
Your response should include a portion of the customer’s comment. Such as,
“Thank you so much!! We are pleased you had a good experience with our service department.”
- Next, reinforce the positive.
If the customer specifically mentions what they liked best about their experience with your company – recognize it. Then confirm it again. This allows you to build buzz not only about your business; it also gives you a chance to let others know about a specific product or service you offer, or one of your outstanding employees.
You might say,
“Thank you so much!! We are pleased you had a good experience with our service department. Our technician who performed your service, Brian, has not only been employee of the month twice this year, but has been recognized for his outstanding service by the [certification organization].”
- Finally, ask what you can do better.
If you are serious about increasing your business’s potential, you are probably already looking for opportunities to improve. As mentioned earlier, when a customer offers unsolicited positive comments, they are very likely to help you improve. Just ask!
You should ask the customer what they think you can do to improve their experience. Not only is this a great way to keep the feedback going, but to affirm and improve a positive experience.
The full response might be:
“Thank you so much!! We are pleased you had a good experience with our service department. Our technician who performed your service, Brian, has not only been employee of the month twice this year, but has been recognized for his outstanding service by the [certification organization]. Please let us know if there is anything else we could have done to improve the experience you had at our shop.”
It does not take a lot of work to do this. The rewards are great. You can take unsolicited positive comments and turn them into not only a simple marketing survey to improve but demonstrate to others you really care about your business and your customers.
Mark Twain once said, “I can live for two months on a good compliment.” Don’t just bask in the glow of a good comment online, returning the compliment can lead to more positive comments about your business.
If Mark Twain were alive today, he might say, “I can turn a positive comment into ten new customers.”