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How to Respond to Positive Reviews

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By: Aadil Devante

By: Aadil Devante

Aadil Devante is a business performance consultant, advisor, and strategist. Using proven strategies and custom-built systems, he has helped clients generate over $14 million in revenue. Aadil's "zone of genius" revolves around helping entrepreneurs and professionals grow their business exponentially.

Any feedback deserves to be acknowledged, responded to, and implemented in your business.

Positive reviews are often responded to with a basic one-liner by most businesses. This is often an overlooked area in most businesses that actually respond to their reviews. 

Responding with a thoughtful, genuine, and well-written response can lead to your customers buying more often and spending more at your business. It shows that you actually care – regardless of whether their experience was good or not, and that you personally are invested in their experience whenever they engage with your business.

If someone had an amazing experience with your business and leaves you a great review due to a successful email review request or SMS review request, you need to respond to them.

If you respond correctly, these types of reviews can easily become assets for your business. They can be used as fuel or evergreen assets you can implement in your funnels, your website, your copy, your emails; the options are endless. The first step in responding to these reviews is by monitoring your reviews. 

Lucky for you, we already did the heavy lifting and compiled a list of templates you can use to model your responses. You will also learn about the components of a good review, the components of a good response, and how to encourage customer loyalty.

When your business is proficient at this, you will:

  • Increase the frequency of purchases per customer
  • Increase the average transaction value per customer
  • Increase the lifetime value of a customer
  • Build a bulletproof reputation
  • Become the obvious choice in your market – every single time

Most importantly – you build stronger and long-lasting relationships with your customers, your clients, and even your vendors.

If you’re in this game for the long run, relationships will always outweigh revenue.

Before we get started – who is this for?

This guide is for businesses and organizations that provide a service or a product directly to consumers. This is for you if you are in any of the following industries:

  • Fitness
  • Hospitality
  • Education
  • Legal
  • Real Estate & Mortgage
  • Luxury Industry
  • Healthcare
  • Automotive
  • Home Services
  • Retail
  • Restaurants
  • Financial Services
  • Insurance
  • Personal Services
  • Single-location business
  • Multi-location business
  • Enterprise brand
  • Corporate brand

Depending on your industry, you may refer to people that purchase your products or services as:

  • Customers
  • Clients
  • Transactions
  • Patients
  • Students
  • Files
  • Cases
  • Tables
  • Members
  • and so on

For the sake of simplicity and consistency, we will refer to them as customers throughout this guide.


What’s the best way to respond to positive reviews?

When it comes to responding to positive feedback, there are many ways to respond. The savviest of responses include a few key points (which we cover), but they also encourage customer and client loyalty.

First, you need to know the components of a good review

Good reviews almost always consist of a combination of these 4 components:

  1. Experience Feedback: Reviewers will often share a brief or detailed summary of their experience with your business. Their experience is majorly influenced by factors invisible to the eye (ex: mental health, past experiences, bias, and met/unmet expectations).
  2. Response & Resolution Time: If there was anything that wasn’t 100% satisfactory, they will often include your company’s response to the issue. (ex: “[company] was missing X, but they were quick to fix it..”)
  3. Helpfulness: Sometimes reviewers will also share how helpful your team was during their experience. From customer service to simplicity in the buying process, your customers (deep down) actually appreciate this more than you think. A positive customer service experience combined with a simplified buying process will almost always lead to repeat customers.
  4. Advice & Improvement (this is the goldmine): Some of your reviewers will even put in the extra effort to give you advice on how to improve. Pay attention to this part – this is a key element to improving the quality of your products or services and ultimately the customer experience within your organization. When you take customer advice and implement it within your business consistently, you strengthen customer and client loyalty (exponentially). One good review can easily bring you 10 new customers.

Next, you need to know how to respond effectively

This will help you better understand how to respond in a genuine and thoughtful manner that compounds your existing prestige – and success.

  • Be Genuine & Personalize (Relevance)

  • Reciprocate by Thanking Them

  • Reinforce the Positive (specific points in their review)

  • Keep it concise

  • End with a call-to-action (with examples)

You want to be careful with this component as you don’t want to come off as too “salesy”. The best replies include some mention of another product, service, or feature that’s truly worth trying. These responses have to be specific for your business, but these can be broken down into 3 categories. The goal here is to encourage them to visit again and even bring their friends & family on their next visit.

  • Mentioning event-based products/services:

    “We’re glad you loved the [PRODUCT/SERVICE]! If you come by on [DAY/TIME OF YEAR/UPCOMING EVENT], you’ll absolutely love the [OTHER PRODUCT/SERVICE] – it’s perfect for groups! Hope to see you again soon!

  • Mentioning bundles, complementary, or supplementary pairings:

    “We’re so glad you loved the [PRODUCT/SERVICE]! Thanks for taking the time to write this out, [NAME]. I’ll be sure to pass this along to the whole team – I’m sure they’ll be delighted to read this! If you loved [PRODUCT/SERVICE THEY MENTIONED], you’re going to love [OTHER PRODUCT/SERVICE] – it’s a big hit with all our [PRODUCT/SERVICE THEY MENTIONED] fans! Hope to see you again soon!

  • Mentioning alternative products/services:

    “We’re so glad you loved [PRODUCT/SERVICE]! Thanks for taking the time to write this out, [NAME]. It means a lot and I’ll be sure to pass this on to the whole team! Have you tried our [NEW PRODUCT/SERVICE] yet? It’s a new hit here at [COMPANY] and perfect for [dates, groups, or whatever fits here]. If you loved [PRODUCT/SERVICE THEY MENTIONED], I know you’ll absolutely love [ALTERNATIVE PRODUCT/SERVICE] – it’s definitely worth trying! See you again soon!

  • Share It


Great – someone’s left you a review and you’ve responded. Now what?

It doesn’t end there. You need to use this and leverage it as a marketing asset for your business. Seriously. Start sharing every single review on ALL your business social channels and throughout your website. You can use Prestige Kit™ to generate different styled review widgets that take seconds to install on your website, or even share new reviews to your Facebook page with as little as 2 clicks. 


Response Template #1: How to Respond to Critical 5-Star Reviews (the “almost happy” customer)

This customer is mostly unhappy, with a sprinkle of unhappiness. They’ve left a fairly positive (four or five star) review on their experience, but there are some points these customers feel necessary to share.

A good review can sometimes include some constructive criticism. It might have elements that are discouraging or disappointing to you as the business owner. Avoid the mistake of glossing over or ignoring these details in their response. 

Here’s how to respond:

[DATE]

Dear [REVIEWER NAME],

Thanks so much for sharing your experience with us. We want you to feel comfortable sharing good or bad news and I’m glad you took the time to share this. I’m so sorry that your [visit/experience] with us fell short of expectations. I also want to thank you for giving us a chance to make things right.

We’re using your feedback to make some important changes:

[specific yet concise list of changes]

I’m pleased we were able to make things better and I hope we see you again soon!

[MANAGER NAME] – [CONTACT NUMBER]

Why this works so well:

This is a great response for the “almost happy” customer because it not only thanks them, but it creates a safe space (which is usually impossible online) for them to be candid and transparent. It also shows that you value transparency. You’re also communicating that you’re taking action to improve using their feedback and that you’re constantly striving to further improve their experience. Ending it with a call-to-action is always great as it gives you a second chance and it also gives them the opportunity to update their review once they’ve visited you again.


Response Template #2: How to Respond to Blank 5-Star Reviews

Some customers just don’t have the time in their day to recall their whole experience and process it into words. As simple as that sounds, it can take some mental energy – and some people would rather just conserve their energy for something else. You should still respond to these reviews which is why it’s helpful to have a template ready. 

Here’s how to respond:

Dear [REVIEWER NAME],

Thanks so much for the 5-stars! Hope to see you again soon!

Why this works so well:

It’s short and simple. In this case we can’t use the framework for responding to a good review because there’s nothing to go off of. In these cases, just thank them and communicate that you’re looking forward to their next visit.


Response Template #3: How to Respond to Product or Service-Specific Reviews

If you have a flagship product or service, you’ll often get reviews that are specific to it. When this happens, you want to reaffirm their choice and create opportunities to further improve their experience by suggesting complementary or supplementary products/services.

Here’s how to respond to product-specific reviews:

Dear [REVIEWER NAME],

Thanks so much for the great review! The [PRODUCT NAME] is one of my personal favorites as well! Next time, you should try our new [UPSELL PRODUCT NAME] – it’s great when paired with [PRODUCT NAME THEY MENTIONED]! 

Hope to see you again!

Here’s how to respond to service-specific reviews:

Dear [REVIEWER NAME],

Thanks so much for the glowing review! The [SERVICE] is one of the most impactful services we offer, and I’m glad you had the same experience as most of our clients. I recommend exploring our [UPSELL SERVICE NAME] as it’s only compounded [RESULT] our clients get!

Hope to work with you again!

Why this works so well:

Here’s where we use a little strategy to not only improve their experience, but delight them. You’re acknowledging and reaffirming their decision to choose that product/service. To add to that, you’re also announcing publicly what a wonderful pairing that additional product/service is with their choice. When done right and plenty of times, you’re furthering your average customer spend at your business by publicly recommending bundles/pairings that go really well together. This is a surefire way to increase your average customer LTV (lifetime value).

After all, who doesn’t love dessert or a glass of wine with their meal?


Response Template #4: How to Respond to Staff Member-Specific Reviews

Once in a while, a customer will include the name of an employee in their review. When this happens, it’s important to let them know that you will share their feedback with that employee. 

Here’s how to respond:

Hi [NAME]!

Thanks for the glowing feedback, and mentioning [STAFF NAME]. You’re right – [STAFF NAME] is always going above and beyond. I’ll be sure to share your praises with them and the rest of the team! It’s the kind folks like you that make our job great. 

Hope to see you again soon!

[YOUR NAME]

Why this works so well:

In this example, you’re not only thanking them but you’re acknowledging your staff publicly – and adding to the reviewer’s praise. Although often overlooked, it’s ALWAYS a best-practice to praise your staff publicly if you want leadership points within your company. This is a surefire way to boost morale and strengthen your company culture. 


Response Template #5: How to Respond to Location-Specific Reviews for Big Brands

If you’re working at a brand that has several locations in specific cities, it’s important to avoid the “top-down” approach most brands resort to when responding. Acknowledge the location the review is referring to – especially if you’re an enterprise or franchise brand.

Here’s how to respond:

Hi [NAME]!

Thank you for taking the time to write this! It means a lot. [YOUR NAME] here from [BRAND NAME] head office – I’ll make sure I pass your experience on to [CITY & LOCATION NAME]! I hope you visit again in the near future and let us know about your future experiences!

[YOUR NAME]

Why this works so well:

It’s short, simple, and concise. You’re thanking them, and transparent about who you are. Most importantly, you’re letting them know that something actually happens with their feedback so they feel “heard”, and that their feedback isn’t falling on the typical “corporate deaf-ears”. In these cases, we’re also ending it with a call-to-action and reminding them that the feedback loop is constantly open and that future feedback matters.


Response Template #6: How to Respond to Raving Fans

There’s nothing that makes your day like a glowing review from a raving fan. Responding to them shows how much they mean to you. These are the same customers that are sources of referrals, the very ones that promote you around the dinner table and on their social media channels without you even knowing! Show your fans how much you care by returning the favour!

Here’s how to respond:

Hi [NAME]!

We are absolutely thrilled to have you as part of the [COMPANY] family! Thank you so much for sharing your [POSITIVE FEEDBACK] and good vibes – you’ve always taken the time to [MENTION SOMETHING THEY’RE GREAT AT]. Your words here mean the world to us and our entire team! I’m looking forward to your next visit.

Hurry back!

[YOUR NAME]

Why this works so well:

They have taken the time to share their glowing feedback – and now you’re returning the favour by making them shine! In these instances, it’s important to match their level of enthusiasm and show them how grateful you are for them sharing this publicly. You’re also ending it with a call-to-action on a casual tone. The casual tone works well with your fans because it’s directly parallel to their relationship with you or your staff. It not only makes them feel welcomed and loved, but it shows other potential readers of this review how much your customers mean to you. 


Response Template #7: The “lazy” response

We call this the “lazy” response because it’s fairly generic. We don’t recommend using this all the time or too often because as people read through your reviews, it’ll be obvious you’re using a standard response. 

We want to avoid that. One of the last things you want is to look like you’re using templated responses. Your responses need to come across as authentic, genuine, thoughtful, and that you actually took the time to hear them and respond. 

So the key here is to reinforce what they liked best about their experience. Respond in a way that comes off as genuine. 

Here’s how to respond:

Dear [NAME], thanks for leaving us such a wonderful review! We are thrilled that you loved your experience and more specifically [PRODUCT / SERVICE]; our staff will be delighted to read what you wrote. We take customer experience quite seriously and as a top priority, and your review here reaffirms the hard work we put in daily. Thank you again for your glowing feedback and we can’t wait to see you again!

Why this works so well:

If someone pays you a compliment in person, the natural response is to thank them. The same goes for good reviews. Moreover, responding to great reviews is a key strategy to improve your marketing efforts, become the talk of the town, inspire customer loyalty, and call more attention to your products/services and what others can expect at your business. 


Response Template #8: How to Respond to 4-star Reviews with Mixed Feedback

Some people are just difficult to please – plain and simple.

You will get the odd customer that will leave you a 4-star rating. It’s still good news for you but a portion of their review might be centered around issues you had no idea about and weren’t given the opportunity to fix.

You’ve most likely experienced this at one point or another in your business. You go the extra mile and do everything right for them – by the book. They seem to have had a positive experience but still won’t give you a full 5-stars.

Here’s how to respond:

Dear [NAME],

It was a pleasure serving you! I really appreciate you taking the time to share your feedback and being so open with us. I’m glad you felt [REINFORCE THE POSITIVES THEY MENTIONED].

I also want to thank you for sharing this so we can actually improve. I’d love for you to give us a chance to make things right. Customer experience is our top priority – and I’d love your direct feedback on how we could do better next time. I hope you’ll come and see us again soon!

[YOUR NAME – PHONE NUMBER]

Why this works so well:

This works exceptionally well for several reasons. Firstly, you’re acknowledging their feedback and reinforcing both their openness and their positive experience. Most businesses will either ignore such a review, try to bury it, or worse – argue with them on an online review site. You’re also transparently communicating that you’re human and you may have missed the mark on something. You’re ending it perfectly with a call-to-action as well as a direct open line to talk with them so you can make things right. Such a response often leads to a direct conversation and ultimately the reviewer editing their review later to a 5-star rating – as long as you handled everything right!


Summary

The best responses consist of 5 distinct components:

  1. Gratitude

  2. Mirroring

  3. Feedback & Reinforcement

  4. Specificity

  5. Call-to-action & Mentioning Other Products/Services


Use these proven responses to engage your customers and strengthen their loyalty – every single time.

These 5 components give you the edge you need to write impactful responses without coming across as snobby, ungrateful, or ignorant. Use this framework to strengthen relationships with your repeat customers as well as new customers buying from you for the first time.

Your customers deserve the absolute best.

It’s the right way to let your customer know they’ve been heard, and that you actually care about their feedback. A positive and thoughtful response to a good review that you’ve earned form a well-designed email review request is crucial. It becomes a marketing asset you can implement throughout the rest of your business’s online presence and marketing assets.

It’s simple: listen to them and respond appropriately.

With this proven framework you now have exactly what you need to create a thoughtful and heartfelt response – and rise to the top of your market while doing it.

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