Should I respond to negative reviews online? (What about positive reviews?)

Yes. In fact, we recommend responding to every review. When you talk to the customer who left the review, you’re also talking to the people reading those reviews. You’re showing that you care and listen to your customers and that what they have to say matters. You should never respond in a negative way to negative reviews. This is a horrible business tactic. You should identify who is responding (because people simmer down when they realize they’re talking to a real person) and offer a solution to their problem. Also, try to move the conversation away from the review platform to either the phone or email. Likewise, thank those who leave positive reviews and show that you listen and value their opinion.

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