Shipra Momo Centre - Nilambazar

After looking at 200,000 review responses, and analyzing the differences between positive, neutral, and negative reviews responses, we found the best ways to respond to each type of review. When the feedback is negative, businesses focus more on engaging directly with the customer, showing the willingness to understand and sympathize with their experience, and offering them an easy way to access the business — usually including direct contact information. Notice that while businesses do apologize, that’s a relatively small part of the response (13 percent)—and that makes sense: it can come across as unprofessional to be overly apologetic. Instead, brands focus on their commitment to service and “next steps” (e.g., how a consumer can contact them directly). RT NEWSLETTER Sign up for our newsletter to get regular insight and tips on review and reputation management to help your business grow.Sign up 7 STEPS TO CRAFTING THE RIGHT REVIEW RESPONSE: NEGATIVE REVIEWS 1. Address the reviewer Your customers want to be heard individually and addressed personally. So don’t forget your salutations and, if possible, avoid the generic “Dear guest,” or “Dear customer.” Because 76 percent of reviews are now on Google or Facebook, you can usually get a first name for the reviewer. 2. Say thank you Show customers that your business appreciates and values candid feedback, and always remember to say thank you in responses to reviews (even the bad ones). Some things you can say:

Food: 3 Service: 3 Atmosphere: 4