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HOW TO RESPOND TO REVIEWS

DO RESPOND TO THE REVIEW WITHIN 24 HOURS.


The same day is preferred but as soon as you are able to will be great.


Keep it short, sweet, and to the point. Aim for 2-3 sentences in your reply—just enough to address the feedback and keep the reader's attention. Long-winded responses can turn people off. But, if the customer's review is lengthy, feel free to match their length. In essence, mirror their review: six sentences for six sentences. If they highlight your professionalism, reflect that in your reply: "I'm thrilled you noticed our preparation. We strive to maintain professionalism from start to finish..." The secret sauce? Show gratitude, tackle their points, and always leave the door open for more conversation.


WHAT TO INCLUDE IN YOUR REPLY:

  1. Your company name.
  2. The City you performed the service (very important!).
  3. The service/keyword you provided.


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HERE ARE SOME EXAMPLES

I’ve highlighted in green the company name, city, and keyword to show what a reply could look like:

  • Tammy, we truly appreciate your kind words. Thank you for choosing Shiny Polish here in Los Angeles.   It was a pleasure for us to transform your concrete polished floors into a true work of art.

       

  • Tammy, we truly appreciate your kind words. Thank you for choosing Shiny Polish.  It was a pleasure for us to transform your concrete polished floors in your Los Angeles home into a true work of art.

ADDITIONAL TIPS


If you can’t naturally add in your company name to every single review reply, then you can exclude that. But you MUST include the service you provided and the city you serviced.


And lastly, don’t overthink it. Just be genuine in your reply. It should only take you 1-2 minutes to reply.


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