Noticed a weird sign at a coffee shop in Denver that changed my email strategy

I was waiting for my latte at a local spot in Denver last Tuesday and saw they had this handwritten sign saying 'we reply to every review within 24 hours'. It got me thinking about how slow I am with responding to comments on my own ads and social posts. So I tested replying faster to a few negative reviews on my client's Google Business page and saw a 15 percent bump in their rating over two weeks. Has anyone else messed around with reply speed and seen a real difference?

2 comments

2 Comments

barbara3994d ago

Oh great, so the secret to better ratings is just being faster at replying to complaints. Who knew that acting like a human with a pulse could actually help. Must be nice for that HVAC guy to get a 10 percent bump just for typing "we'll send someone out Tuesday" to a Karen who left a 1-star about a clogged filter. Maybe I should train my cat to tap out automated apologies on the keyboard, bet that would beat my current response time which is basically "I'll get to it when the moon is full and the wifi is cooperative.

linda_butler284d ago

Yeah I tried this with a local HVAC client last year. Same thing happened. Ratings went up about 10 percent in a month just from replying fast to the bad ones. People seemed to notice.