Google Reviews: How to Respond
Every day thousands of potential customers use Google search to find local businesses. When they search for something related to your business -- like a local plumber or a local auto repair shop -- you'll likely see business listings appear in the results, along with customer reviews with starred ratings and comments.
Reviews are critical for SEO and your company's reputation. It's important to know how to respond. Although you don't necessarily have to reply to all reviews, taking the time to respond will improve your brand and help you rank higher in Google searches.
Reply to Reviews
One in five customers expects a response from a business once they leave a review. This is why it is so important to respond quickly to customer reviews online. You show your appreciation for customers' feedback by responding promptly.
Positive results
It's a sign that a customer is satisfied with your company when they leave a positive review. You can use it to increase your online presence and visibility as well as help you gain more customers through positive word–of-mouth marketing or referrals.
Google's review system also recognizes positive responses to reviews. This shows that you are responsive and take the time to read feedback from customers. According to Harvard Business Review, businesses that respond consistently receive 12% more reviews than those that don't.
Negative Reviews
A negative review can be very frustrating for a business and can make it feel that it isn't doing enough to deliver excellent customer service. It is important to quickly respond to these situations professionally.
Reacting to negative reviews is as easy as taking a calm assessment of the situation and understanding why they are upset. After you have understood the reason, you can begin to sympathize with the person. Keep the conversation brief and move on to a private chat or telephone call if necessary.
Your first response should be a sincere apology. Even if the other person is not at fault for your actions, you should apologize immediately.
Ask them if they would be willing to share their experiences with others and make suggestions for improvement. You can offer to visit again or give a discount to compensate for negative reviews.
Fake reviews
To gain more visibility in search results, fake reviews are sometimes left by people. If you believe the review is fraudulent, you can report it to Google and have it removed. It's important to keep your Google profile updated and to respond to any customer feedback.