When you respond to negative or positive reviews, it allows prospects to learn more about your business and see your reputation. Responding to reviews not only helps you strengthen your relationship with a previous customer, but it also increases the trust and education of prospects who visit your business’s listing and lets them know that you care about your customers and listen to what they have to say. Mentioning little information about your business when responding to reviews, such as when your next big sale is or about a new service, educates customers or prospects more about your business.
If you respond to negative reviews, it allows everyone to hear your side of the story – even if it’s a simple apology and promise to be better. However, you should never debate with customers or sound rude, stuck up, or angry because this could make your business look worse, so even if a negative review frustrates you, try and respond as calmly and courteously as possible and try to resolve the issue. Keep in mind that online reviews and responses are public, so a negative and rude response from you will be seen by everyone who clicks on your listing and they’ll probably go find another business. On the contrary, if you remain silent, you let the negative reviews set the tone for your business, which can really hurt your business.