Why Is It So Important for a Franchise to Respond to All

Reviews?

There are two reasons you might want to respond to all reviews. If they’re positive, you can capitalise on the free advertising that a customer has created for you, and if they’re negative, you’ll want to minimise the damage it’s done. Either way, it shows that you’re engaged with your audience and willing to put in the extra effort to help serve your customers.

Responding to Positive Reviews

If someone takes the time to leave you a positive review, the most polite thing you can do is to respond with a quick thank you. Take it a step further and add a little marketing to your response, because other potential customers are watching and this is your opportunity to dazzle them. Show them just how great the service can be from any one of your franchises or locations, and create a loyal follower for the future.

Responding to Negative Reviews

If one of your locations receives a negative review, don’t panic! This can actually be an opportunity to turn the situation around and create a fan from a frustrated client. Promptly and politely respond to every single negative review, offering to take the conversation offline to resolve the situation. What this does is it shows the public that you take care of your customers and care greatly about their opinions. Monitoring and responding to reviews can be time-consuming, but it can also have a huge impact on your bottom line. If you need assistance in building a reputation management strategy for your franchise, contact us. We’d be happy to help!