How a customer may choose to review your business on Google, leaving it ignored is never a good idea. Ideally, you should respond to each and every review to receive in a way that is polite and professional. This will help those who find your business see that you are an honest, reliable and valuable business. What’s more, a well-written response will certainly add credibility to your reputation!
Responding to Google Reviews
If you are new to Google Reviews and would like to learn more about the ways in which you should respond, read on!
As soon as you receive a new review, you should aim to respond as early as you can. This will show the customer that you are listening, that you care and that your opinion matters to them. What’s more, Google appreciates a quick response!
More than just a thank you
Before you say anything else, you should thank the reviewer for the time they have taken to provide feedback. However, don’t just leave it there.
If the reviewer has any questions or concerns, be sure to address them. If the review is positive, it helps to reiterate those words in your response. Not only will this show your acknowledgement but will also reinforce these words to those who may be reading the reviews.
Continue the conversation
Once you have addressed the main points and questions in the review, ask the reviewer if there is anything else you can help them with. You may also want to ask them for recommendations based on their feedback to show that you value their thoughts.
Before you post your reply
Believe it or not, errors should not be overlooked. If you fail to catch an error, another reader will, and they might point it out. If you think you might overlook errors, have someone read your response before posting.
Consider using online reviews and replies for marketing purposes
Reviews are a great way to promote your business as you can always include keywords. And you can even use these reviews to help promote specific products or services you offer.
Dealing with negative reviews
You shouldn’t always view negative feedback as bad. After all, it’s a great way to learn about how you can make your services better for the future. So, if you do receive negative feedback, here are some ways to make your response reflect the reputation you want to keep:
- Be polite
- Use the same guidelines as you would for good feedback
- Apologies (even if the customer is incorrect)
- If you feel to upset, walk away and come back later
- If the comment does not comply with Google’s guidelines, consider reporting it.
Present yourself wonderfully online with Search and More
We understand that there is a lot to consider when it comes to your online presence. This is where Search and more come in. If you would like help with your search engine optimisation, get in touch to see how we can help.