A good review has so many benefits.
It’s social proof that you follow through on your service promises. It builds trust. It makes your business look legitimate.
There’s a way to squeeze even more value out of your happy customers’ kind words too. It’s as easy as publishing a response.
In this guide, we’ll explain exactly how to respond to a good review.
First, we’ll touch on why you should respond to good reviews. Then, we’ll tell you how, including the three must-include elements.
Next, we’ll share examples of responses to good reviews. These will help you write meaningful replies to all different kinds of feedback.
Finally, we’ll share some tips on encouraging more feedback from your customers.
Reviews really are an underestimated marketing tool. So use them to your growth-driving advantage!
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Why You Should Respond to a Good Review
Over 60% of people check Google reviews before they choose a business. It goes without saying—you want to put your best foot forward.
Responding to reviews is a big part of this. It’s living proof of your commitment to customer care.
When you reply to negative reviews, you show that you’re willing to listen. You are open to customer feedback and are prepared to correct any wrongs.
But that’s not what this guide is about. We’re here to discuss why you should also respond to good reviews.
It might seem like a bit of a waste of time at first. After all, the customer is already on your side. They’re thrilled with what you’ve delivered, so much so that they took the time and effort to write a review.
But that doesn’t mean you should read it and move on. According to Forbes:
“Thanking a customer for a good review shows that you care what customers think about you and are grateful for their business.”
This impacts both the reviewer and any future prospects researching your company.
From the customer’s perspective, a response:
- Is the finishing touch to a great experience
- Inspires them to choose you again
- Encourages them to spread the word about your business to friends and family
From a prospect looking up your business’s perspective, a response:
- Shows them the high level of service they can expect from you
- Helps you win their trust
- Assures them that you are open to feedback—good or bad
FROM ONE OF OUR PARTNERS: 5 Ways to Get More Customer Reviews
How to Respond to a Good Review
The question, then, is this: What in the world should you say?
There are three important elements that make up a meaningful response.
Be Thankful
First, you want to show your gratitude.
Your customer is busy. They’ve got kids to tend to and a job to do. They’ve got household chores, shopping lists, and all the other day-to-day life admin we all deal with.
Despite this, they’ve taken the time to share their positive experience. They get nothing out of it (unless you’ve offered an incentive). They’ve written a review for the sole reason to help your business stand out.
When you think about it like this, it’s an incredible act of kindness. You want to show that you are genuinely grateful for what they’ve done.
Be Personal
Then, you want to make it personal.
No one wants to feel like just another customer, right? They want to be heard and valued.
You’ve clearly had a positive impact on their life. Return the favor and show they’ve done the same for you.
You can personalize your response in a few different ways, including:
- Addressing the reviewer by name (this is non-negotiable)
- Creating a unique response for each positive review (cut-and-paste responses are not really a great look)
- Mentioning something specific about the service you provided
Leave the Door Open
This is a little trick you can use to inspire repeat purchases.
At the end of your response, give the reviewer an optional next step. Here are some examples to illustrate:
- “We’d love to work with you again. Please give us a call the next time you need us.”
- “Reach out to us—we’d love to treat you to something small as a token of our thanks.”
- “Your [service provided, like a new roof] will be due for maintenance in about 12 months. Shoot us an email, and we’ll give you a discount!”
Examples of Responses to Good Reviews
Let’s pull all our knowledge together and share some examples.
Below, you’ll find some different positive review scenarios. Then, you’ll see an example response.
Do keep in mind, however, that copying and pasting these replies isn’t really the best idea. Instead, use them as inspiration. Put your own spin on things. Make sure your responses sound like you.
RELATED ARTICLE: How to Respond to a Review on Google
How to Respond to Short Reviews
You’ve just received a review. It’s positive—five stars. But the actual content? Well, there’s not a lot of it.
Here’s how you might respond:
Hi [First name],
Thank you so much for taking a few minutes to leave a kind review. We’re thrilled you’re happy with our service.
We hope you love the [something specific about the service, like the paint color] as much as we do.
If you ever need our help again, we’re just a call away.
All the best,
[Your name]
[Your position]
How to Respond to Detailed Reviews
The next review we’re going to respond to is a detailed one.
This review outlines the service from start to finish. They’ve shared their thoughts on every stage of doing business—from the initial call to the handover.
Here’s what you might say in response:
Hi [First name],
We really appreciate you taking the time to share your experience. Truly, it means so much to our team and our business.
We’re so glad you enjoyed [something specific mentioned in their review, like weekly progress updates].
We’d love to treat you to a special something as a token of our thanks. Please give us a quick call. And if you need anything at all, we’re here to help.
Thanks again, [First name]. We can’t wait to work together again in the future.
Talk soon,
[Your name]
[Your position]
How to Respond to Reviews that Explain a Challenge
Sometimes, it’s not that something bad happened; it’s how you responded.
If you get a review that shows how you won over a customer who wasn’t having the best time with your business, you might respond like this:
Hi [First name],
Thanks so much for taking time out of your day to share your kind words.
We really appreciate your feedback. Trust that we’ve taken it on board and are committed to doing better.
We’re so glad we were able to find a resolution and meet your expectations. The final result of your [service provided, like a new kitchen] is absolutely stunning. We hope you enjoy it for years to come.
If you have any further feedback or concerns, don’t hesitate to contact us at any time.
Kind regards,
[Your name]
[Your position]
FROM ONE OF OUR PARTNERS: Harnessing NPS™ for Valuable Customer Insights
How to Respond to Reviews that Call Out Specific Team Members
There are few things that make a business owner prouder than seeing their team members called out for delivering great service.
If you get a review that sings a specific employee’s praises, respond something like this:
Hi [First name],
Thank you so much for your wonderful review! We’re thrilled to hear that [Team member’s name] made such a positive impact during your experience with us. We’ll be sure to pass along your kind words.
At [Company name], we pride ourselves on our dedicated team members like [Team member’s name], who go above and beyond for our customers.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
Warm regards,
[Your name]
[Your position]
How to Respond to Reviews Without Any Text
Sometimes, your customers are so short on time they simply leave a star rating.
Something is certainly better than nothing, so it’s still worth posting a brief response.
Try something along the lines of:
Hi [First name],
We really appreciate the positive feedback. If you know someone else who might need [service you provided], feel free to recommend us.
We’re always here to help, so please reach out with any questions at all.
All the very best,
[Your name]
[Your position]
How to Respond to a Good Review and Encourage More Feedback from Your Customers Right Now
Follow these tips to attract more feedback right now:
- Suggest a referral in your responses. If you get a positive review, gently nudge the reviewer to recommend your business. This serves as a friendly reminder.
- Share your contact information. Make it easy for customers to expand on their feedback offline. Add your phone number and email address to your responses.
- Send a follow-up email. After completing a job, send a thank-you email with a link to your Google reviews page. Make it effortless for customers to leave feedback.
- Be specific in your response. Mention a detail from their review, like the service you provided. This shows you’re paying attention.
- Follow Google’s best practices. Google has some suggestions on how you can attract more reviews. Read them here.