The document discusses the importance of online reviews for businesses and provides guidance on how to effectively respond to both positive and negative reviews in order to manage a company's online reputation, noting business should acknowledge customers, be genuine in their responses, and conclude responses professionally. It also offers tips for asking customers to leave reviews and cautions against certain counterproductive responses to bad reviews.

1. Reviews and Reputations
Today we’ll cover:
• The importance of reviews
• Responding to online reviews
• Asking for reviews

2. Your Presenters
Adam Nackers Renee Clare-Kovacs
Adam has been specializing in
Facebook Ads and Google AdWords
for small businesses and startups for
almost 5 years.
Renée is the Digital Content
Strategist at Sellr. She uses her
extensive marketing background to
create marketing strategies across
online and print channels.

3. Review Responses=
Proactive Reputation Management

4. Online reviews are the
first point of perception
• Shows interest in your customers
• Sets the tone for what customers can
expect
• Remember the third audience

5. ABC’s of Responding to
Reviews
• Acknowledge
• Be real
• Conclude

6. ABC’s of Responding to
Reviews
• Acknowledge
We are glad you stopped in while you were
in the area.
• Be real
It is a pleasure to receive such high praise from
someone as well-versed as you and your
partner—though we wish our selection and
service wasn’t so surprising.
• Conclude
We hope to see you when you’re in the area
again.

7. Bad Reviews--Ouch
• You can’t please everyone all
the time
• Be honest and willing to accept
responsibility
• Respond once and try to get
the conversation offline
• Do not make this an online fight. No one
wins.

8. Bad Reviews--Ouch
• Acknowledge
Thank you for writing about your
experience.
• Be real
I am sorry that our selection didn’t offer
everything you were looking for. I would be
happy to talk with you about brands and
selections that you would like to see.
• Conclude
We are glad you’re a patron and look forward
to working with you to improve your
experience.

9. Tempting But Don’t…
• Be condescending
• “We can only offer so much. What
do you expect?
• Offer more than you can give
• “We would be happy to stock
whatever you want.”
• Give too much information
• Personal cell number/email address
• In-office hours
• Remember, this is public and online

10. Ask for Reviews!
• At POS
• Receipt (printed or emailed)
• QR codes within the store
• Online