We live and breathe by our business reviews.
So, you’ve made it a habit to ask your small business or retail customers to go to Google, Yext, Facebook, etc. to post reviews. Then, you discover some have only provided a rating.
⭐⭐⭐⭐⭐ The user didn’t write a review, and has left just a rating.
Ugh. Yes, it is rewarding to receive 4 or 5 stars. But, without comments, even a 5 star rating can lose punch for your review readers.
How do you turn it around?
Most review platforms allow the business owner to reply. Monitor your reviews daily. It is important to reply asap.
Try one of the following.
1. Reply to the rating with a request for a written review.
Thank you so much for the 5 star rating! Would you mind sharing a few words about how we enhanced your experience in your review? We would love to repeat it for other customers!
You get the idea.
2. Since they were your customer, you should have their contact info. Send them an email requesting an edit to their review. Some customers are wary of their own writing skills. If you put it into words for them, they can use those same words for the written review.
3. Don’t have the contact info? Try to recall the customer and his/her experience, and incorporate that information within your reply.
Thank you so much for the 5 star rating! Sally enjoyed helping you as a customer. She remembered your love of dogs and how important it was for you to have shoes perfect for dog walks. So glad we could help you find that perfect pair.
Or if you can’t recall the exchange:
Thank you so much for the 5 star rating! We are so glad we were able to enhance your shopping experience. We are proud of the customer service we provide to all our loyal customers!
One last tip. Consider using an online listings management tool such as Yext, Synup, or BrightLocal. Review monitoring for all platforms is built into your dashboard for super convenient replying and posting.
Yes, it is that important to your small business.