Best ways to respond to positive reviews
One major concern for freelancers is whether or not their clients are satisfied with their services. To find out, customers are typically asked to provide reviews or candid feedback about their product-use experiences. Feedback is usually positive if the customer finds the product useful and will likely purchase from you again. It could also be negative, indicating they are unhappy with your service or some aspect.
The importance of reviews cannot be overstated. Trustpilot says up to nine out of ten customers read product reviews before purchasing. If that is the case, positive reviews can help your business, especially if they are addressed appropriately. We will get into the specifics of how to respond properly to positive reviews, but first, let us discuss why it is important to do so.
Why must freelancers respond to positive reviews?
Most freelancers expend a lot of effort dealing with negative feedback. Without a doubt, negative reviews should be addressed as soon as possible, but positive reviews should be responded to just as quickly. The fact is that it is humanly impossible to provide perfect service to everyone at all times. Even if everything is done correctly, unforeseen circumstances or unclear expectations may impact the customer's experience. As a result, negative feedback is unavoidable.
On the other hand, no matter how few positive reviews you receive, they show that you are doing at least something right. Given that customers are 21% more likely to leave a negative review than a positive one, focusing on negative concerns at the expense of positive ones is wrong and even harmful. Instead, it would be best to reinforce your wins to shift your focus and your prospects in the right direction.
Here are some reasons why you should respond to positive reviews:
1. They give your business a facelift
Reviews are testimonies that your business delivers on its promises. First-time buyers will feel more secure when purchasing from a company with positive reviews. The average customer checks out about ten reviews before going through with a purchase.
When you respond to positive reviews, you do more than confirm them; you also use the platform's algorithm to bring that positive feedback to the attention of other site visitors.
2. They boost your online visibility
Engaging with reviews is beneficial to your SEO health. It also indicates that you have active customer support. The Google Reviews feature aids in promoting reviews submitted through its platform; the more responses there are, the better. Twitter also, for example, allows you to share reviews in the form of retweets so that both your followers and the clients' followers see them in their feeds.
Furthermore, with the proper use of keywords, your business name, and your location, your business becomes more visible online.
3. They improve customer sentiments toward your brand
Everyone has an innate desire to be seen and heard. Responding to reviews demonstrates to customers that you notice and value their opinions. This can help to strengthen the relationship, foster amity, and serve as a point of contact for other business relationships.
However, if the review is not addressed, the customer's enthusiasm may be diminished, and they may feel less inclined to do business with you.
Because of these factors, you should prioritize reviews on your website. If you don't already have one, Workee offers a free website that you can customize to your liking for your clients to connect with and do business with you.
How to reply to positive reviews + examples of positive review responses
When you respond correctly to positive reviews, you encourage more customers to leave their own. Let's review some pointers for writing perfect responses and look at some templates for responding to positive reviews.
Respond on time
It is best to respond to reviews while the customer's experience is still fresh. Best practices suggest responding within a day but no later than two days after the review. Engaging the customer immediately reinforces their sense of satisfaction. Also, if the reviews contain product-related questions, they should be answered immediately.
Appreciate the reviewer
You should begin by showing appreciation for the kind review. Customers are not required to provide feedback; therefore, if they take the time and effort, you must express gratitude and not take it for granted. One kind gesture deserves another.
Be direct and friendly
Address the customer and their sentiment directly. Mentioning their name is a good idea. This demonstrates that you read the review and are not simply lifting words.
Using the same words repeatedly can start to feel phony or automated. It does not demonstrate that your response is genuine but merely mechanical. This may defeat the purpose.
Offer additional value where possible
If a customer expresses satisfaction with a product or service, you might want to point them to more features and tips to improve their experience. For instance, as a hairstylist, you can advise maintaining a client's favorite hairstyle to last longer. However, you should avoid talking about other unrelated products or services. Keep things true to that particular review as much as possible.
Use the right amount of keywords
Positive reviews increase SEO visibility, so you may want to include your company name and relevant keywords in your reply. However, going overboard might have the opposite effect on search engines and look inauthentic. The right amount does wonders for your online presence.
Keep things in perspective
It might not be possible to reply to every review that comes across your desk. While newer, smaller businesses may require all the engagement they can get, companies that regularly receive thousands of reviews may not be able to respond to each one.
If the latter is your case, you may want to limit your responses to detailed reviews in which customers mention a specific aspect of your service that they like while ignoring the shorter reviews.
Here are some response templates you can use:
Appreciation for Patronage (Informal)
How wonderful to know you enjoyed the meals. Thanks for taking the time to say so. We look forward to having you again!
[Happy Bite Foods]
2. Appreciation for Patronage (Formal)
Thank you for your feedback. We're glad you enjoyed our service, and we're motivated to do better. Please visit us again soon.
If you have any additional comments or questions, please contact us.
3. Bonus Item
We sincerely appreciate your feedback and are very happy that you found our [online classes] very helpful.
We're sending you a free copy of our bestselling study guide to get you along your learning curve. We hope it will be of even greater assistance to you.
Thank you again. Let's keep in touch.
[Dr. Bradley Powell]
[Online Business Academy]
4. Free Voucher
Our team was very excited to read your review. Our goal is to keep our clients happy, and your feedback confirms that we're on the right track.
As a token of our appreciation, we're sending you a free $100 voucher to use the next time you shop with us between now and July 18th.
We hope to see you soon!
[The Dream Team]
5. Additional Value
We're pleased to know that the product has been working perfectly. However, if you want to find other ways to use it better, click this link to access free videos that can help.
Also, feel free to contact us if you have any challenges.
[The Barber’s Mall]
You can tweak the above templates according to each specific situation. But remember that, as a freelancer, your reviews go ahead of you, and you must be sure to give accurate responses at every point.
Workee simplifies freelancing!
Whether for stylists, tutors, nutritionists, designers, writers, yoga experts, or fitness coaches, Workee has proven to be a solution with incredible features that make freelancing easier. Workee is more than just a scheduling app; it is everything a freelancer requires.
Here are some of the free services provided by Workee:
You can build a professional website in minutes using your preferred theme and layouts. Customers can look up your website on Google.
Smart scheduling and booking tools, as freelancers may have multiple appointments spread across different time zones. Workee schedules your meetings and sends you reminders as the time approaches.
Payments and automated invoicing for services, payment logs, automatic tax calculation, and multi-currency support are all available without commission fees.
Video calls and conferencing with your clients, with an on-screen notepad for taking notes during sessions.
Client management software that allows you to manage your interactions with clients easily. Here you can keep your client's information in one place, manage sessions, and receive payments.
Responding to positive reviews is important and requires a great deal of skill. The tips and templates provided are merely guides and should not restrict you. What matters is that you are sincerely connecting with your client.
Workee can help you improve your customer relationships. Our client management software is a great feature, and our booking, scheduling, and conferencing tools help keep you connected with your customers as much as you want.
Try Workee for free now!
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