Responding to Online Reviews in 4 Easy Steps

Online reviews are critical to the success of a local business, with nearly 90% of consumers only considering purchasing from a business if they have a star rating of 3 or above. Responding to online reviews is another critical piece in not only building a positive online presence, but also in encouraging other consumers to leave their feedback and engage with your business. How does a business respond to online reviews? Do positive online reviews need to be responded to at all? How do you respond to a negative review? Don’t know where to start? I’m here to help!

Let’s start with the fun ones first, the positive reviews. Responding to positive reviews is just as important as responding to negative reviews. However, many businesses wonder why. If a good customer leaves a glowing five-star review, it can’t get any better than that, right? Actually, it can. Responding to a positive review is an easy way to engage with happy customers that benefits both your brand identity, and your one-to-one relationship with that customer. Remember, online reviews and review sites are public, so the positive conversations that happen about your brand here can do wonders for your business! Actively creating, and engaging with, positive online conversations about your brand and the local community can encourage others to participate in that conversation and generate more buzz and visibility for your business. More importantly, it affects search rankings. By replying properly, you can improve the SEO ranking of the review, and help the review show up in search results for a business. So how can your business hit your review responses out of the park and get in some good marketing?

Step 1: Thank the customer for the positive review and be specific.
It’s the polite thing to do. If a customer gave you a compliment in real life, you would say thank you. It’s only polite. And with an online review, the compliment is public. So be extra nice! Ensure the reviewer knows a real person is behind your reply by thanking them for something specific they said. “Thanks for leaving a review and mentioning our Spa Director, Paige. You’re right, she is enthusiastic!”

Step 2: Use the business name and keywords in your response to the good review.
Using the business name, category and location in your response will help the positive reviews appear in the search results. “The team here at Planet Beach spray & spa in Covington is thrilled to hear such good feedback, and we’re proud to be your community’s one stop shop for relaxation, health, and wellness!”

Step 3: Add a little marketing to your review response.
Your reply is public and will be read by others, including future customers, so throw in some marketing! Mention a behind-the-scenes reason they had a great experience, or a new feature or promotion. “Have you tried the new Planet Beach app? Count calories, make appointments, earn rewards, and more!”

Step 4: Invite customers to do something in your response.
Ask the customer to return, use another service or spread the word. “Next time you’re here, you should try the HOTWORX!” “We hope to see you again soon, and bring a friend!”

With these easy steps you are well on your way to having some great, positive conversations on your online review pages! Now, it’s time to discuss the not so fun part, the negative reviews. Unfortunately, you can’t just ignore a bad review until it goes away.  In fact, ignoring an unpleasant review can make things worse! Dealing with negative reviews doesn’t have to be hard, and it can even be leveraged as a marketing and branding opportunity. Remember, you’re not just replying to the one reviewer. You’re speaking to everyone who reads this review, including potential future customers. Replying is your opportunity to turn things around. If a customer brought a complaint to you in person, you would try to make it right. The same goes for online reviews. Replying shows other readers that you are not shady or neglectful to feedback and have taken steps to ensure this problem won’t happen to the next customer. The best thing to do when you receive a bad review is to react quickly and strategically. Here’s how your business should respond to negative reviews and make the most out of a less-than-pleasant situation.

Step 1: Apologize and sympathize in your response to the negative review.
Acknowledge the customer’s concerns. Even if they are unfounded, show sympathy that they had a bad experience. “I’m sorry to hear about your bad experience.”

Step 2: Insert a little marketing in your response to the bad review.
Explain what your customers usually experience. “We’re normally known for our exceptional attention to detail, and we regret that we missed the mark.”

Step 3: Move the conversation offline.
Provide contact info with someone at the business so they can discuss the problem in person. “My name is Paige and I am the Owner. If you’d like to discuss this further, please contact me paige.stuart@planetbeach.com”

Step 4: Keep your response simple, short and sweet.
Don’t go into too much detail or ask any questions. This will prevent saying something that might cause the upset customer to add more negative feedback by replying to the review. Three sentences for your whole reply is a good rule of thumb.

*Don’t include the business name or relevant search keywords.
You don’t want this review showing up in search results!

Now get on your business’s Yelp, Facebook, and Google pages, and let’s get responding!

Written by: Paige Stuart, Planet Beach Brand Manager & Franchisee

Sources:  https://www.sba.gov/blog/  |  https://www.vendasta.com/

This statement was created on 24 January 2020

The 2014 Planet Beach Cover Models are starting off this year with a bang!

Now that their new campaigns have been shot, its time to get them out in the field and representing Planet Beach! First stop, Melissa and Shani will get a head start at a commercial shoot for Planet Beach at our new Mandeville location on Saturday, February 15th.

The following Monday, all five models will be arriving at Harrah’s Hotel and Casino for some “Southern Hospitality”. This will be the first time this year that the models will be able to network with our franchisees. From meet and greets, to video segments and rehearsals, our models are in for a fun-filled and busy week. We will end the conference by announcing the 2014 Cover Model of the Year.

Every year, Planet Beach Franchise Corporate holds its annual convention so franchisees can keep up with the latest trends in the spa industry.

This year, franchisees from around the world will meet with our Regional Developers on Sunday for a Conference and Super Class in Tulsa, Mississippi at Harrah’s Hotel and Casino. The convention will begin Tuesday, February 18th with an opening ceremony hosted by the Planet Beach CEO, Stephen Smith. The rest of the week will include a cocktail meet and greet, guest speakers, and general assembly sessions on topics such as Marketing, Online Reputation Management, and Lead Generation!

So, if you are a franchisee with Planet Beach, what are you waiting for? If you haven’t registered, please contact convention@planetbeach.com

We look forward to seeing all of our franchisees at convention this February!

The summer is just getting started, and Planet Beach is about to make it even hotter!

We’re turning up the heat with our 5^th Annual WET event to be held at The Metropolitan in New Orleans, LA. WET, Planet Beach’s International Model Search, will be the city’s hottest summer party! This is the only night of the year that you can wear your best bikinis and beachwear to The Metro, and show off those Planet Beach bodies!

It all goes down at The Metropolitan, Saturday, July 20^th.

Here’s your opportunity to meet the current 2013 Planet Beach models, enjoy beats by The Metro’s hottest DJs, and screen the new Planet Beach Cover Model television show! Discounts, drink specials, & prizes will be given throughout the night for all kinds of Planet Beach goodies!

In addition, you will be able to watch beautiful model contestants compete on the runway for a chance at prizes and advancement to the finals in Punta Cana, Dominican Republic.

We can barely contain our excitement! This is going to be one of the hottest events of the year!

Get more information on the event at https://www.facebook.com/events/194215230744359/.

For FREE tickets, visit your local Planet Beach, or visit http://www.themetropolitannightclub.com for $15 general admission tickets.

Want to get your Planet Beach model fix sooner than that?

There will be a 2014 Cover Model Competition happening this Sunday, July 14^th at 2pm! This local competition will be held at Orangutang’s Prop Stop in Biloxi, MS. Models will showcase their talents for the judges, including guest judge, Al Jones from WLOX 13.

If you or someone you know is interested in participating in our Cover Model competition, contact caroline.berner@planetbeach.com.

More info on the Cover Model program is available at http://planetbeach.complanet-beach-story/cover-model/

Congratulations to Andrea McNeil, one of our Planet Beach franchisees for being named a ‘Woman of Empowerment’ by 2012 Minority Report.  Please read the article below! 

Congratulations Andrea!

Planet Beach Spa Owner Breaks Down
the Stereotypes of Ownership

by L. Kasimu Harris

Andrea McNeil was nervous, excited and anticipated opening the doors for the first day of business. She ran campaigns for political candidates in New Orleans and led multi-million dollars fundraising drives for non-profits. But, this was different, she was about to open the doors of her Planet Beach in Terrytown.

She recalled the hard work, but didn’t celebrate too much after her first customer. “I knew it was just the beginning,” she said. “I’ll feel accomplished after the one year anniversary.” Even on her opening day, she was thinking about the 80 percent of new businesses that fail within the first year. Now, she’s moving toward year two.

In year two, she aspires to expand Planet Beach’s Business Partners in a mutually beneficial program that shares discounts and increases clients for both companies. McNeil will also heighten awareness of the corporate wellness program, which helps reduce health care cost for companies that are associated employee’s obesity and smoking, while also increasing their productivity, by being happier and healthier.
McNeil’s path to opening Planet Beach wasn’t a straight one, but the right one. She relocated to New Orleans and started direct sales and marketing company, a year after graduating from Northeastern Illinois University in 2002, with a degree in chemistry and math. In August 2005, like most New Orleanians, Hurricane Katrina forced her from the city. McNeil returned to the city and transitioned to working on political campaigns and later did fundraising for nonprofits.

“Non-profits were doing a lot more change and growth than politics,” she said. In 2010, she earned her master’s in public administration from the University of New Orleans. Seeking a business she was passionate about led her to Planet Beach. The company’s model is a contempo spa, which is an automatic day spa. “It’s really a passion of mine, helping people look and feel good,” McNeil said “That’s what health and wellness is about.”

She referred to the state’s obesity ranking, which is always among the worst in America and her business addresses that problem. In McNeil’s posh Planet Beach with hardwood floors and brightly painted orange walls and yellow trim. Planet Beach is more than tanning, it’s also weight management. One program is the Saunatox, where users can burn 300 to 600 calories during a 20 to 30 minute sessions while relaxing. They also offer massages, tanning, facials, and skin care and teeth whitening, McNeil’s spa offers 13 different services. McNeil combats offering a non-essential service during an economic down turn by offering a superior product.

“We’re in a wellness revolution,” she said, “people want to be healthier an anti-aging is important.”

McNeil describes the business as a service for everybody and membership for anybody and on cue a tall athletic man completed his session then walked towards the door. The attendant addressed the client by name as he set up his next appointment and said his goodbyes.

“We see our members between one to five times a week and get to know them,” she said.

McNeil hails from an entrepreneurial family; her father owned one of the first Subway restaurants in Chicago. But, she has never formally studied business.”It’s a spirit, it’s a mindset it’s characteristics,” she said about thriving in business and added that people’s environment are paramount. She attributes her solid upbringing to her family and her faith in God. “The turning point in my business,” she said, “is when I decided to make God my business partner.”

We are Changing the Way the World Rejuvenates! Convenient, affordable and self-automated spa services to help you achieve total skincare, wellness and stress relief!

Planet Beach – Terrytown
867 Terry Parkway, Suite 1
Terrytown, LA 70056
(504) 324-8473
andrea.mcneil@planetbeach.com

2012-2013 Minority Report

The Minority Report represents all that is good and unique in the top diverse businesses in New Orleans, Louisiana. Our goal is to assist and be responsible for $1 billion in minority business inclusion activity over the next 5 years by matching these listed minority companies with city, state, and federal opportunities who subcontract tasks/jobs through requests for proposals or direct hire agreements.