Responding to online reviews
The do's and don'ts of responding to online reviews
Do respond to reviews
If a customer has taken the time to write a review, they deserve a response. When the review is positive, thank the writer. When the review is negative, politely apologize for the poor experience and address the issue.
Don't become defensive
Arguing about the details of a review isn't going to resolve anything. You may make yourself feel better by snapping back at the reviewer, but you might have also lost a customer - and turned off prospects in the process.
Don't wait too long to respond
It's important that you make answering questions and addressing customer concerns a priority. Ideally, you'd be able to set aside a few minutes per day to do this.