Responding to Reviews

You need to claim your business page to be able to respond to reviews, and you will be able to do so through a comment.

Comments made will be visible to anyone that views your business page, including the general public. Follow the instructions below:

1. Click on the Reviews page of your business account

2. Locate the review you’d like to respond to and click on the “Comment” option

3. Write out your response

4. Click on the right arrow button to post your comment

If you would like to remove your comment, please click on the ‘Delete’ button. You also have the option to edit your comment by clicking the “Edit” button.

The most important thing we want our GuardsZone business users to understand is that not everyone will have something positive to say about your company or services – and that’s okay! Critical perspectives will offer you an opportunity to understand your consumer base better and how to resolve issues that arise.

Users also tend to trust businesses aren’t getting favored if there is a mix of both positive and negative reviews, which is natural when realizing that you cannot satisfy 100% of your clients 100% of the time. 

How you respond to criticism, especially on a public platform, will inform other potential clientele about your business practices and customer service. Keep the following tips in mind when you prepare to respond to a consumer’s negative take:

• Take your time to formulate a thoughtful response; don’t let anger, ego, or hurt influence your response – your words are a reflection of your business

• Address their issue in a respectful manner and, if their concerns are valid, include your next steps to remedy the problem moving forward
• Try to respond within a quick time frame and personalize the response so that other potential customers know you value them
• Find peace in the fact that you may not be able to satisfy customers sometimes, specifically in instances in which you have genuinely tried to make amends, whether publicly or privately