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We all know <a href="https://stampede.ai/blog/the-power-of-reviews-and-recommendations/">how important online reviews</a> are in marketing, especially for local businesses. Most customers don’t head into a store or restaurant these days without browsing a company’s Google and social media reviews first.&nbsp;Though, lots of businesses struggle on how to respond to positive and negative customer reviews.



<hr class="wp-block-separator has-alpha-channel-opacity"/>



It’s estimated that a total number of <a href="https://www.oberlo.co.uk/blog/online-review-statistics">89% of consumers look for online reviews</a> before making a purchase. <a href="https://www.oberlo.co.uk/blog/online-review-statistics">54% of a potential customer base will form an opinion</a> about a local business after reading just 4 reviews.



Just one good review has the potential to draw in a line of new customers. Bad reviews – well, they just hurt. Sometimes, they are a true reflection of your business and at other times, they arise from a one-time misunderstanding. Sometimes they’re just downright cruel.&nbsp;



Reviews are going to happen whether you want them to or not. The good news, however, is that if you respond correctly, even a bad review can do you justice.&nbsp;



Before we start discussing “how” to respond to a review, let’s quickly place emphasis on “why” one should respond.



<h4 class="wp-block-heading" id="h-why-should-local-businesses-respond-to-online-reviews">Why Should Local Businesses Respond to Online Reviews?</h4>



Marketing has evolved from one-way communication to a mutual conversation. This is because social media has turned marketing into a “social” entity.&nbsp;



Let’s look at the following as an example:



If a customer came up to you and complimented you on your store, would you give them a blank stare? And if someone complained about your management, would you walk away and brush them off?



Your answer is very likely going to be a hard “no”.&nbsp;



So, why would one ignore a comment on a social platform (social being the operative word)? By engaging your customers with a response, even if their message is a negative one, you show them that you care about what they are saying. 



A thoughtful response not only satisfies the reviewer, but the rest of your audiences will appreciate the respect that you are reflecting onto them. And like we mentioned above, it’s at this point that a negative review can quickly be turned into one that gives your brand an excellent public image.&nbsp;



<h4 class="wp-block-heading" id="h-how-to-respond-to-a-negative-online-review">How To Respond To A Negative Online Review?</h4>



We’re starting with “how to respond to negative reviews” because they are the hardest to react too.&nbsp;



We don’t like to be slandered and when someone throws hurtful words at our beloved businesses (even if there is some truth to their words), but it’s our human nature to react emotionally. Reacting emotionally, however, is what can get us into more hot water. 



This means that the very first step in responding to a negative review is to take a deep breath and gather your wits. &nbsp;



Then, you can work on your response by:



<ol class="wp-block-list">
<li>Addressing the reviewer. First and foremost, you want to avoid generic responses that begin with “Dear Customer” at all costs. Instead, make your message a personal one by addressing the reviewer individually.</li>



<li>Say thank you. Thanking someone’s candour shows respect. It will make the individual who left the review feel more valuable. A simple acknowledgement like this might already change their opinion on your business.&nbsp;</li>



<li>Apologise and sympathise. Apologising shows that you care about your customers and that you’re not too proud to own up to your mistakes. Even if you are not in the wrong, say sorry anyway – because, in essence, you should be sorry that your customer feels that way. People don’t like businesses that are too perfect or too proud to apologise.</li>



<li>Take responsibility. Sometimes you just have to put on those “big-boy-boots” and take responsibility. Don’t make excuses (even if you do have reasonable ones), simply acknowledge your customer’s experience and provide reassurance that you will try your best to hold yourself to high standards in the future.</li>



<li>Make things right. By making things right, you will prove to the reviewer and the audiences that read your reviews that you take their feedback and your business seriously. When you communicate changes and improvements, you stand the chance of winning the customer/s over and gaining their trust in you once again. &nbsp;</li>



<li>Take the issue offline. Once you have left a response for all to see, it’s best to try and continue the discussion with the reviewer offline. This allows you to further resolve their complaint.&nbsp;</li>
</ol>



Here is an example of a response to a negative review using the advice we have provided above:



&#8220;Dear John. Thank you for bringing this to our attention. We’re so sorry that your experience did not match your expectations. 



We are typically renowned for our meticulous attention to detail, and we regret that we missed the mark. Our team would like to assure you that we will work on improving our standards to avoid disappointment in the future. 



We would like the opportunity to investigate your feedback further. Please could you contact us at [Email Address]?&#8220;



<h4 class="wp-block-heading" id="h-how-to-respond-to-a-positive-online-review">How To Respond To A Positive Online Review</h4>



Ending off on a sweeter note, positive reviews will make any business owner’s day. It’s just good manners to say thank you when someone compliments you. A response such as this, for example, will go a long way:



“Thank you, Sarah, for your lovely review. Our team appreciates your feedback. We hope you can join us again soon!”&nbsp;



Remember, your response to a positive review may be intended for one specific individual, but when it comes to Google and social media platforms, thousands of other individuals will be reading what you write. This means that you need to seize the opportunity to reinforce the positive and show your audiences that you appreciate their feedback and loyalty.&nbsp;



To end, we have one final piece of advice. Always respond to reviews as soon as you can. The sooner you can rectify a problem or show your gratitude – the better!



If you have been stuck with some bad feedback lately, try this <a href="https://stampede.ai/get-reviews#reviews-calculator">review calculator</a> we built. It works out how many 5-star reviews you need to get your score back to where you want it.

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How to Respond to Positive and Negative Online Reviews [Updated for 2022]

If you’re responsible for managing a restaurant or hospitality business, it can be hard to stay on top of everything. To organise your daily tasks more effectively and streamline your processes, implementing a <a href="https://stampede.ai/blog/what-is-a-hospitality-crm-system-a-full-guide">Customer Relationship Management (CRM) solution</a> should definitely be part of your strategy.&nbsp;



There are three different types of CRM systems:



<ol class="wp-block-list">
<li>Analytical CRM systems that gather data useful for reporting and decision-making.</li>



<li>Operational CRMs that streamline processes and communication.</li>



<li>Collaborative CRM platforms that allow departments to work together more efficiently.&nbsp;</li>
</ol>



In this blog post, we will explore these three different approaches to running an effective CRM system for your hospitality business. This will help you make the best possible decision when choosing one.



<h2 class="wp-block-heading" id="h-1-analytical-crm-systems">1. Analytical CRM systems</h2>



When it comes to understanding your customers and analysing the results of your marketing campaigns, analytical CRM systems are game changers.&nbsp;



With these powerful tools, you can dive deep into customer data, uncover trends, and make informed decisions based on real numbers. No more relying on gut instincts or guesswork.&nbsp;



Analytical CRMs also make it easy to create customised reports and visualisations. Those help you track progress and hone in on areas that need improvement.



By using this technology to better understand your audience, you can improve customer satisfaction, increase retention rates, and boost your bottom line.



<h2 class="wp-block-heading">2. Operational CRM systems</h2>



Operational CRMs are a vital tool for businesses to streamline their processes and improve overall customer experience.&nbsp;



They allow companies to better manage every touchpoint of the customer journey, from initial interaction to after-sales care. With automation features, operational CRMs can further enhance efficiency by reducing the amount of time spent on repetitive tasks.



Implementing an operational CRM system not only leads to <a href="https://stampede.ai/blog/meet-stampede-inbox-never-miss-another-message">better communication</a> with customers but also allows businesses to make data-driven decisions for continuous improvement.



<h2 class="wp-block-heading">3. Collaborative CRM systems</h2>



Collaborative CRM systems make sure that everyone in the business has access to the same data. So that teams can work together more efficiently in order to provide a complete customer experience.&nbsp;



With a collaborative CRM, every individual involved in the customer&#8217;s journey can view the full customer record with its entire history and previous interactions. This ensures that everyone is using the correct and up-to-date data to support the company&#8217;s decisions.&nbsp;



The integration between teams helps to ensure that customer needs are met, and ultimately, it results in a much-improved customer experience.&nbsp;



<h2 class="wp-block-heading">Tips on how to choose the right CRM system for your hospitality business</h2>



As businesses continue to evolve and technology advances, it&#8217;s important for hospitality businesses to keep up with the latest tools in order to stay competitive.



However, with so many options out there, it can be challenging to choose the right CRM. The operational feature is certainly the most important feature for hospitality businesses and should be prioritised. The way data can be managed more efficiently has a significant impact on daily operations. Especially with automations as they reduce the workload by removing manual and repetitive tasks.



However, ideally, a CRM system should incorporate elements of all three CRM types &#8211; analytical, operational and collaborative. As a professional in the hospitality industry, it’s crucial to have a CRM system that provides detailed insights into customer interactions and preferences. This can help you tailor your services accordingly.&nbsp;



It&#8217;s important to emphasise the significance of finding the right fit for your needs when it comes to selecting a hospitality CRM. No two businesses are the same and therefore, there can be no one-size-fits-all solution.&nbsp;



You need to identify what your hotel, restaurant or hospitality business requires and other specific goals you want your CRM system to achieve. Then you can assess which CRM can deliver on those needs. A CRM that cannot adequately cater to your requirements could end up costing you in terms of valuable time and resources



<h2 class="wp-block-heading">Closing thoughts</h2>



Technology can only truly increase efficiency if it is used effectively. After all, customer experience isn&#8217;t just about having a lot of information on hand. It&#8217;s about understanding each individual guest as well as providing personalised experiences based on your insights.



By investing in the right type of <a href="https://stampede.ai/amaze">CRM system</a>, you can unlock significant potential for your business and take your customer experiences to the next level.

The 3 Different Types Of A CRM System Explained

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