How to Respond to Reviews on Google
Every day, thousands of potential customers search Google for local businesses. Google will likely show results for businesses related to your business, such as a local plumber or auto repair shop. You may also see customer reviews and comments with stars ratings.
These reviews are crucial for your business's SEO and reputation. So it is important that you learn how to respond. You don’t have to reply every review you get. However, responding to a few reviews will improve both your reputation and help to rank higher in Google search results.
Reply to Reviews
One in five customers hopes to hear back about a business after leaving feedback online. So it's crucial that you respond to reviews quickly. You show your appreciation for customers' feedback by responding promptly.
Positive Reviews
Positive reviews are a simple sign that customers are happy 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.
A positive response to a review also shows other Google searchers that you're responsive and actively read the feedback your customers leave for you. According to Harvard Business Review, businesses that respond consistently receive 12% more reviews than those that don't.
Negative Reviews
It can be frustrating to receive a negative review about your business. This can cause you to feel like your business isn’t providing exceptional customer service. This situation can be handled by responding quickly and professionally.
The first step in responding to a negative review is to calmly assess the situation and understand why the reviewer is upset. Once you understand the cause, begin to empathize with the person's feelings. If necessary, keep the conversation short and move on to a private chat.
The first thing you should do is apologize. 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. If possible, include an offer for a future visit or discount to offset the negative review.
Fake Reviews
For search engine results to be more relevant, some people may leave fake reviews. Google can be contacted if the review you received is false or fraudulent. In order to avoid getting fake reviews, it's important that you monitor your business's Google profile regularly and respond to any and all customer feedback you receive.