Managing Online Reviews

Posted March 3, 2021 in
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Ok friends, let’s hear your best responses to online reviews - positive or negative. Also, do you respond differently to someone who gives you a 4 instead of a 5? 
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Connor DeLaney
I always look for context within the responses of a 4 vs 5-star review. In all honesty, 4 star reviews are more likely to give constructive feedback to get to 5 stars without being a poor rating that hurts brand appeal. Most 5 star reviews (unfortunately) say "They are great!" without sharing any kind of detail, making the review less valuable and tougher to respond to.

Jessica Palmeri you've been a powerhouse contributor. Any amazing reviews you can recall that'd be worth sharing here? 
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Kaitlyn Pintarich
Thanks  Connor DeLaney  - its funny, because what prompted this was receiving our first 4 star review - and the thing that kills me is that there wasn't anything constructive provided - in fact, just the opposite. We were "phenomenal". Frustrating!
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Connor DeLaney
Hmmm that is frustrating... I promise I didn't lie haha. Have you reached out (personally) to see what you can do to make it 5 stars next time? Sometimes that can open the door. Also, not sure how you go about NPS surveys or if you do them currently, but can be a good gateway to find those insights then if they give you high ratings to encourage them to leave a review. 
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Kaitlyn Pintarich
Yes I thought about reaching out personally, but also was afraid to overstep. Perhaps I will. Thanks!
Connor DeLaney
As long as you thank them for the review (since it's still a nice rating) and say "we are looking to achieve excellence", I'd say go for it! 
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