JoyHawkins

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I wanted to introduce you all to The Respondery who is one of our sponsors at our upcoming LocalU event.

The Respondery provides custom, on-brand review responses to your positive and negative reviews. They mostly respond on the the big 3, Google, Facebook, and Yelp, but can respond anywhere reviews are found: TripAdvisor, Glassdoor, Apple App Store, etc. They can even help customers respond to their Facebook and Instagram comments. Their services include:

  1. Responding to incoming positive and negative reviews on requested review sites.
  2. Custom, human-generated, on-brand responses, typically within 24 hours.
  3. Collaborate, when needed, to write a more informed response.
  4. Remove negative reviews that violate review site content guidelines.
  5. Auto-renewing, month-to-month agreement / payment schedule, which means the client can cancel at any time.

Responses are also HIPAA compliant!

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Have a question for them? Feel free to post it below.
 

Colan Nielsen

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Sounds like a much needed service for a lot of businesses out there. For instance, I was chatting with a business owner recently and they just had no idea how they were supposed to approach responding to reviews.

Are you able to share anything about how you approach getting rid of negative reviews?
 

Teresa Gaunt

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Sounds like a much needed service for a lot of businesses out there. For instance, I was chatting with a business owner recently and they just had no idea how they were supposed to approach responding to reviews.

Are you able to share anything about how you approach getting rid of negative reviews?
Hi Colan! Yes, we work with business owners and brands that aren't sure the best way to respond to their reviews, especially the pesky negative reviews! We're able to take the emotion out and respond professionally and appropriately to help neutralize the negative feedback. Of course, we're also pointing the reviewer offline where the business owner can hopefully resolve the issue. When it works best, it's definitely a partnership!

We're constantly monitoring incoming negative reviews to get rid of any that violate the review site's guidelines. When a review is in violation (profanity, ex employee, off topic, wrong business, etc.), we manage the process to get the review removed. Often, it's just a matter of flagging the review and choosing the reason the review should be removed. If the review isn't removed, and seems to be a clear violation, then we keep pushing and following up with support. It can take some effort, but we're usually successful.

When negative reviews aren't removed or represent a true customer concern, we remind our clients that negative reviews aren't all bad - they provide an opportunity to demonstrate how they treat unhappy customers and provide balance to their review portfolio (no one trusts 100 5-star reviews). If responded to appropriately, negative reviews actually add value. We know, they still stink! :)
 

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