Follow this quick and easy formula to respond to your reviews in no time!

Thank the customer for their business

Always thank the customer for their business, whether the review was positive or negative. For example, “Thank you [customer name or username] for taking the time to share your feedback. We value your opinion.” 

*Hint – always use the customer’s name or username in your review response. This adds a personal touch that goes a long way.

Intention

State your brand’s purpose of providing excellent customer service. Take ownership of the customer’s experience. For example, “At Cross Point Realty, we strive to provide our customers with service that goes above and beyond expectations.”

Personal Statement

With a personal statement, the customer is acknowledged, seen, and heard. Do this easily by echoing back their concern or praise. For example, “We’re delighted you enjoyed working with us!” Or, “We thank you for your feedback concerning your experience, and we’d like to resolve it by [action step] if you give us another chance.”

Final Thoughts

Invite the customer to engage with you again. You can invite them back to your business or let them know they can contact you directly if they have any concerns. For example, “We look forward to serving you again. Please don’t hesitate to contact us at any time.”