Reviews can be huge business builders, particularly so if you have a fast follow-up. It’s important that your response – a comment on the review – be quick. The sooner, the better, whether the review is favorable or unfavorable.
When the review is positive, it benefits your business to comment quickly because it is then more likely to remain on Google My Business longer. A quick response also shows you are interested in customers' opinions.
If a review is not favorable, a fast response can turn an unhappy customer into a happy one. The best response is to take the problem offline. Invite the individual to contact you personally, which demonstrates your willingness to do what it takes to make it right.
Many people make purchasing decisions based on reviews. Make sure you respond quickly and say the right thing so reviews will help your business.
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