Review Responses

These no-text reviews are actually more common than you think. And they’re also the easiest to reply to! 

For a positive review: Thank you for your positive review! OR Thank you for your 5-star review! 

For a negative review: Thank you for taking the time to leave us feedback. If there's anything we can assist you with, please feel free to reach us at (business contact number) and we will be happy to help.

Rave Reviews

Everyone’s favorite kind of reviews! These reviews make you feel so good about your business because you know they had a great experience. Make them feel appreciated by sharing the same attitude with them. 

Option #1: It makes our team's day to hear this! Thank you for your kind words and positive review. Our team strives to deliver a five-star experience. As always, if there is ever anything that we can assist you with, please don't hesitate to let us know.

Option #2: Thank you for your wonderful comments. We are so happy to hear about your experience at (Business Name).

Option #3: Thank you for your amazing review of (Business name)! We appreciate your compliments to our team and are so happy you enjoyed your time with us! We can’t wait to see you again!

Vague Reviews

These reviews often include a few words that give little context to the customer's experience. The goal is to get more insight, if necessary or if it’s a bad experience.

For a positive review: Thank you for your positive feedback! We appreciate you taking the time to share your great experience with (business name).

For a negative review: Thank you for sharing your feedback. We are open to learning how we can improve our customer experience. Please give us a call at your earliest convenience and we will be happy to assist you further. 

Reviews From Very Upset Customers

Remember, people are more likely to share a bad experience. The goal for reviews like this is to handle it offline, so don’t go back and forth with the angry customer online. The online response should be professional, short, and to the point. Remember, sometimes lending an ear to an upset customer can go a long way. 

Option #1: Thank you for bringing this to our attention. We sincerely apologize for the inconvenience. Our team is happy to assist you with this issue and would like to learn more details about it. Please contact us directly at (business contact) at your earliest convenience.

Option #2: We understand your frustrations and concerns. We sincerely apologize for any misunderstanding or miscommunication that occurred. We strive to provide a positive experience, and we appreciate your feedback. Our team would be happy to resolve any issues you are experiencing. Please contact us directly at (business contact) at your earliest convenience.

Option #3: We apologize for the experience you had - this is not how we do business. Customer feedback is very important to us; we would like the opportunity to make this right for you and learn more about your experience. Please give us a call at (business contact) and we can further assist you. 

Reviews That Can Be Easily Resolved

When a review includes a small problem or one that can be easily resolved, you want to make sure to provide a solution as soon as possible. By replying quickly and providing a solution, you increase the chance of people changing their negative reviews to a positive ones. 

Option #1: if you have the reviewer’s contact info: Thank you for bringing this to our attention. Our team is currently working on resolving this issue for you. We will reach back out to you with an update soon.

Option #2: if you don’t have the reviewer’s contact info: We apologize for the inconvenience this issue has caused. Our team will be happy to assist you in resolving this issue. Please give us a call at (business contact) at your earliest convenience. 

Option #3: We sincerely apologize for the inconvenience this has caused you. We are currently (offer the solution you are working on or what resolution you can offer). If you have any further questions, please feel free to contact us at (business contact).

Mixed review

These reviews can be somewhat negative, but can also be neutral. It can include some concerns, but overall a positive experience or vice versa. 

Thank you for your feedback on ways that we can improve our service, as well as your kind remarks. If there's anything further we can assist you with, please contact us directly.

Customer who just wants to complain

We know that sometimes, negative reviews can be a little one-sided. These reviews typically involve a situation that you are already aware of and the customer didn’t like the outcome or solution so they go online to vent. 

Option #1: if you already handled the best you could: Thank you for your feedback. We are always open to learning how we can improve. It is our understanding that our team has reached out to you about this. If you have any further questions, please feel free to contact us (business contact). 

Option #2: We understand your frustrations and concerns. (Apologize if necessary). Please give us a call and our team can work with you toward the best possible solution.

Spam Or Hostile Reviews

Reviews that are spammy, clearly from a bot or a customer that’s using hostile language can all be flagged for removal so that they don’t affect your overall star rating. However, sometimes this can take time, or sometimes the reviews won’t be taken down after being submitted to the review site. If the review doesn’t get taken down, you can always reply and let people know that this is not a reliable or honest review. 

Option #1: We are unable to locate you as an existing customer and your review violates (Review Site; ie Google, Yelp, etc) policies so we have flagged your review. If you have any questions, please don’t hesitate to contact us. 

Option #2: not related to your business: It looks like you wanted to reach a business with a similar name to ours. We are happy to speak with you if you’d like to learn more about (Business name). 

Review Response Strategy

Having a strategy for how to reply to reviews is important to maintain transparency and a good online presence. Understanding how to use our response templates is even more important. You don’t want to seem robotic or cold, so these templates should only be used as a foundation for you to build your reply. Having repetitive replies can seem like your business does not care about its customers. 

Our team at Apotheca can help you understand how to build your reputation management and how to effectively reply to all kinds of reviews.