The Art of Response: How Fitness Business Owners Should Address Positive and Negative Reviews

by | Apr 14, 2023 | Fitness Business Owner, Local Marketing, Marketing, Online Presence | 0 comments

(Last Updated On: February 8, 2024)


If you’ve been a fitness business owner for very long at all, you may have experienced the impact of online reviews on your gym’s reputation. You already know that getting reviews is absolutely something you need to be actively doing as a part of your gym’s marketing plan. But did you know that responding to these reviews, both positive and negative, can make a significant difference in your local online presence?

The importance of addressing customer feedback of any kind in a timely and professional manner can’t be overlooked. But it’s even more important in the online world of business reviews. In this post we’ve got some tips and examples to help you master the art of response no matter what the review says.


Why Responding to Reviews for your Fitness Business Matters

Responding to all reviews is absolutely critical. It’s as important as answering the phone used to be (you know, before telemarketing spammers took over…).

Why is responding so important? It shows potential clients that you care about the opinions of the people that have chosen to do business with you and that you are dedicated to listening to them so that you can provide an exceptional service. Responding to reviews can help you:

  1. Build trust and credibility with people searching for your service
  2. Foster customer loyalty
  3. Gain valuable insights into your gym’s strengths and weaknesses (and tells you what your customers think of you in their words…which is the equivalent of marketing gold)
  4. Address concerns and resolve issues.

So let’s get into some tips and examples for responding to both positive and negative feedback.


Responding to Positive Reviews

It’s always a pleasure to receive positive reviews, but don’t just bask in the praise – take the opportunity to engage with your happy clients and reinforce their loyalty. Here are a few ways to do that:

  1. Thank them for their feedback and for choosing your gym.
  2. Personalize your response by mentioning specific details from their review.
  3. If they are not a current client, invite them to return or to try a new service you think they’d like.

“Hi [Client’s Name], thank you so much for your kind words! We’re thrilled to hear that you enjoyed our [specific service mentioned or service you know they purchased]. Our team works hard to provide the best experience for our gym members, and your review means a lot to us. We hope to see you again soon—perhaps for a [new class or service]! Thanks again for your support.”


Responding to Negative Reviews

Negative reviews can be disheartening, but try not to take them personally. They can offer valuable insight on any opportunities you have to improve. And responding to them demonstrates your commitment to customer satisfaction. When addressing negative feedback:

  1. Acknowledge the issue and apologize for any inconvenience.
  2. Offer an explanation or solution, if appropriate.
  3. Invite the reviewer to contact you directly to resolve the issue.

“Hi [Client’s Name], we’re truly sorry to hear about your experience at our gym. It’s important to us that all of our members feel welcome and supported, and it seems like we fell short this time. We’d like to learn more about your concerns and see what we can do to make things right. Please reach out to us at [contact information] so we can discuss this further. Thank you for bringing this to our attention, and we hope to have the opportunity to provide you with a better experience in the future.”


Essential Tips for Review Responses

Regardless of the type of review you’re addressing, keep these best practices in mind:

  1. Respond promptly—aim to address feedback within 24-48 hours. (Timeliness is VERY IMPORTANT!!)
  2. Keep your tone professional and polite, even if the reviewer is harsh or critical.
  3. Remember that your response is visible to the public, so use it as an opportunity to showcase your gym’s dedication to customer satisfaction and professionalism.
  4. Use keywords in your review responses to increase local SEO!


In Conclusion

Taking the time to respond to all reviews – both positive and negative – will significantly benefit your fitness business.

If you take the time to address the feedback in a timely, professional manner, you demonstrate your commitment to customer satisfaction, build trust, and foster loyalty among your gym members.

Those are the things that prospects are looking for when they’re searching for a fitness business like yours and reading those reviews!!

So, don’t shy away from them. Embrace online reviews and use them as the tools they are to grow your fitness business.


For more articles on how to improve your Online Presence so that more of the right prospects can find you, read How To Improve My Online Presence: A Gym Owner’s Guide.

Author: Debbie Oster

Debbie Oster is an experienced marketing strategist and fractional CMO, known for her expertise in driving brand growth and engagement through innovative strategies.

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