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Best Practices: Replying to Your Online Reviews

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Customers shopping on SpareFoot’s network of storage-finding sites are most likely to reserve a unit at a location where they feel their belongings will be well cared for. The reviews section of your SpareFoot listing is a great resource for customers to speak kindly on your behalf. In some instances, customers may also leave reviews which express frustration. In either scenario, SpareFoot allows you to post a public reply to your customer reviews giving you the ability to interact with your current reviewers and show off your incredible customer service to prospective tenants!

First, here are some pitfalls to avoid:

  • DON'T: Violate the reviewer's privacy
    There's no need to reveal confidential information, payment history, etc.
  • DON'T: Reuse replies
    Be original! Each situation is unique, so each reply should be as well.
  • DON'T: Discredit the customer's experience
    Remember that we've asked for the customer's opinion and an opinion can't be wrong.
  • DON'T: Shift the blame
    Accept responsibility for the customer's experience, even if they were the source of their own unhappiness.
  • DON'T: Dehumanize the reviewer
    Remember to reply to the reviewer directly, and avoid phrases such as "the customer was" or "the tenant is," etc.
  • DON'T: Be defensive
    Be firm, but compassionate. Excuses will seem as though you have something to hide.
  • DON'T: Reply to every positive review
    It's best to reply only to the negative or outstandingly positive reviews.

Now, onto our best practices for review replies:

  • DO: Convey passion and belief in your business
    You are 100% committed to perfecting the customer experience. Convey that you are the customer's advocate in implementing suggestions and feedback to make them LOVE your facility as much as you do.
  • DO: Introduce yourself
    Tell the reviewer who you are, and what your role is at the facility. EX: "Hi, Jane! My name is Emma, and I am the Facility Manager here at SpareFootsville Self Storage!"
  • DO: Be concise and straightforward
    Long-winded replies are often not read. Be thorough, but as brief as possible.
  • DO: Thank people for their time
    It's easy for a customer to disregard a review request. Each customer who reviews your facility has taken time out of their day to share their thoughts. Let them know you truly appreciate that.
  • DO: Use specifics
    Make sure the customer knows that you remember them by including details about your interaction.
  • DO: Own responsibility for the customer's experience
    Even when you disagree, let the customer know that you respect their opinion and that you own responsibility for the way they feel.
  • DO: Tactfully educate reviewers
    Don't be afraid to (respectfully) let reviewers know when they've misunderstood. EX: "Hi, Jane! The mouse traps you saw are actually preventative measures and are not due to an existing rodent problem."
  • DO: Take a few minutes to cool down
    A bad review can be very upsetting. Take the time you need to write a reply you're proud of.
  • DO: Take it offline
    Reach out to see if there's anything you can do to make the issue right.
  • DO: Use spell check
    It's a beautiful thing!

Ready to Reply?

Once you've read through this guide of best practices, you're all set to reply to a review! You can post review replies directly to the customer in your MySpareFoot account! Just head to the Reviews section of MySpareFoot, select the review you'd like to respond to and add your reply. Additionally, we will send you an email notification each time a new review is posted to your facility listing. Need a hand? Check out our article about replying to reviews for further instructions!

Hopefully, these tips and tricks are helpful. Of course, if you find yourself stumped or would like some advice, we're always here for you! We'd love to chat anytime.

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