Why we use frameworks instead of templates
When talking to customers, whether it’s responding to an NPS survey, asking for reviews, talking on social media or responding to positive or negative feedback, it’s important to be human in your response. Template responses will get noticed and will make a person feel undervalued.
A review response framework, on the other hand, is dynamic. It breaks a response down into steps, allowing you to follow a regular format whilst also being unique to each customer. Frameworks help reduce mental fatigue while allowing you to produce consistent results every time.
When building a framework, it’s useful to pick a goal for the task you are trying to complete, as an example, I want to go over an example of a framework for responding to positive reviews. The goals of this framework are to make the customer feel heard and show gratitude for their work (writing a review), encourage them to be a customer again in future, increase the SEO value of the review, and show potential customers what sort of business they will be working with.
Here is an example of a framework for how to respond to positive reviews
- Use their name
- Be grateful, and show it,
- Respond to specific details in the review
- They give you value with the review, respond in kind.
- Be grateful, again
- Say goodbye
This framework will allow you to respond to many reviews every day, while consistently providing your customers with a grateful, useful response that makes them feel valued for their feedback. I’ll cover the first two steps of the framework here, so we can get a sense of how it is structured; read the full guide on How to respond to positive reviews here (link).
Use their name
When speaking to customers, it’s crucial to remind them that you are just a person and that you see them as a person too. It shows that you care about them as an individual and it may help you remember this person if you end up talking to them again in the future.
Example 1: “Hi Andres,”
Example 2: “Hello there, Alison.”
Example 3: “Good afternoon, Yi Wei!”
Be grateful, and show it
Being grateful for their review demonstrates that you recognize and are thankful that they spent their time providing something of value to you. It also shows that you have read their feedback and gives you a chance to explain how you might use it in the future. This is also a good chance to drop in your company name so that search engines can pick up this review in their search results.
Example 1: “Thank you for the great feedback. We try really hard to provide a good experience at Ye Old Time Barber here in Singapore and are really happy to hear that you enjoyed it!”
Example 2: “Gosh, I’m so grateful for your kind words. It’s always so refreshing to hear that we are doing a good job! Everyone here at The Tasty Burger place in Seattle loved reading this - we even printed it and put it up in the store.
Example 3: “I’m honestly blown away by how lovely this review is. I really appreciate you as one of our customers and can’t wait to see you again at That Vegan Place in Bali, you are welcome at any time!”
This framework has simple steps, with short descriptions of each step (including the goal of each step) and concise examples demonstrating what is expected. A framework should reduce the amount of thought needed for your work by providing a consistent structure and breaking the “problem” into smaller steps. In the context of responding to a positive review, a framework allows you to focus on the content and messaging of your review response, rather than having to worry about what order to write a response in.
Check out some of our full framework for replying to positive reviews here (and negative reviews here). We recommend every major process in your business has a framework; this allows new employees a launching point when starting a new role and allows veterans to have something to rely on at 4 pm on a Thursday when they start running out of energy and focus.
We even recommend offering frameworks to your customers when asking them to write a review; asking them to talk about their experience for a couple hundred words is a great way to get feedback without forcing them to wrack their brains for things to say in the review.