Google Reviews: How to Respond
Many potential customers use Google every day to search for businesses in their local area. They will see local listings and customer reviews, as well as comments and starred ratings for any business that is related to them.
These reviews are important for your business's reputation and SEO, so it's essential that you know how to respond to them. While you don't have to respond to every review, it is important to take a few moments to respond to some reviews. This will help improve your business's reputation and help you rank higher on Google search results.
Response to Reviews
One in five customers expects to hear from a business after leaving reviews. It's important to take the time to reply to online reviews promptly. It shows customers that you value their feedback and are eager to hear it.
Positive Reviews
A positive review from a customer can be a clear sign that they are satisfied with your business. Positive reviews can help increase brand visibility and online visibility. They also make it easier to attract more customers via positive word-of–mouth marketing and referrals.
Google also displays positive reviews as a sign that you are responsive to customers' feedback. 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.
When responding to a negative review, the first step is to assess the situation calmly and to understand why the reviewer is angry. After you have understood the reason, you can begin to sympathize with the person. If necessary, keep the conversation short and move on to a private chat.
A sincere apology should be your first response. Even if they are not to blame, apologize and let them know that you're sorry.
You could also ask them if you would be willing for them to share their experiences with other customers or offer suggestions for improving your company. You can offer to visit again or give a discount to compensate for negative reviews.
Fake Reviews
In order to get traction in search engines, it is not uncommon for people to leave fake reviews about your business. Google can be contacted if the review you received is false or fraudulent. It's important to keep your Google profile updated and to respond to any customer feedback.