Whilst applauding businesses that quite rightly think it is best practice to respond to reviews, it is still, sadly, easy to find the kind of response to a Google review that will result in the opposite effect intended.
Let us analyse a real-life example:
What, exactly, is wrong with this response, and how could it have been worded better?
- Overall impression: this response is what is known in the trade as 'formulaic'.
- It doesn't address any of the points raised
- It requires the customer to take action: "Could you please reach out..."
- Do not address reviewers by their first name unless it is the only name they have used (e.g. 'Steve H'). In this case 'Dear Mr Hollis' looks so much more professional, besides being straightforwardly polite.
- The accusations of being 'unprofessional and unethical' should be addressed head on: 'We pride ourselves on being both professional and ethical'.
- The point about the accepted offer being subsequently rejected should also be addressed as succinctly as possible, without compromising client or potential purchaser confidentiality.
- The reason behind the follow-up call should also be explained.
- A 'complaints@' email address should never be used. Apart from anything else it gives the impression that the business receives sufficient complaints to justify their own email address/department!
- The response should be signed off properly: 'Kyle [surname]; [position].'