How to Respond to a Review on Google

Since the Google review system was launched in 2007, it has become one of the most popular platforms for gathering customer feedback on products and services. That’s because both Google and its users stand to gain from this system. In fact, Google gets more information about the company and customers can demonstrate their satisfaction or dissatisfaction with a company’s service by writing a few sentences of text.

ReviewTrackers shared statistics and data supporting that 63% of consumers are likely to take a look at Google reviews through Google Maps and Search. This demonstrates it being more popular than any other review platform such as Yelp and Tripadvisor.

Boast Digital will help you understand more about the powerful impact of reviews. In addition, we have compiled a few tips on responding to both negative and positive reviews below.

Google reviews are powerful

The power of Google reviews has been well established. They’ve become an influencing factor as to whether or not a consumer engages with your company. It’s important you maintain a positive brand reputation. You want to maintain a respectable image in the eyes of your new and existing customers. When you get a review on Google, the first thing you do is check if it’s positive. If it’s not, don’t worry as there are plenty of ways to respond to negative reviews.

What do you do when the reviews are not so good? A bad review can have a domino effect if it’s not responded to professionally. We have outlined some best practice guidelines in repsonding to bad reviews below.

As for positive reviews, it’s important you take the time to respond. Afterall, your customer has gone to great lengths taking the time to leave one.

Responding to Bad Reviews

Bad reviews are okay – it’s how you respond that’s key. As a business owner, it is important to be responsive to the feedback people are leaving about your company. It is important because it can tell you about what people are thinking, feeling, and how you might be able to improve your business.

Apologise and take on feedback

If someone leaves a negative review on Google, then there are some specific steps you need to follow. The first step in responding to negative reviews is notifying the reviewer that you’ve seen their comment and want to apologise for any inconvenience they may have experienced. Then ask them if there is anything that they think would make their experience better or if they would like additional information or requests for assistance.

• Summarise the issue from the reviewer’s point of view
• Apologise for any inconvenience caused by your company or product
• Acknowledge that mistakes can happen in any business and offer a solution if possible

Be sure to remove any frustrated emotion. Remain factual, supportive, courteous, and demonstrate you’re open to turning things around. It’s that that simple!

Remove the emotion

It’s frustrating for business owners to see a bad review, especially if you feel you went above and beyond for your customer. Don’t get heated in your response. Responding to a negative review is a delicate process. It’s important to not sound defensive and to take the reviewer’s opinion into consideration. The best way to respond is by being courteous, apologetic, and understanding.

Remember, potential consumers browsing your reviews will be more likely to hire or engage with you if they can see you’ve taken on board the feedback.

Your reply demonstrates your value for the customer and ability to take ownership. Therefore, protecting your brand reputation.  

Responding to Positive Reviews

People are always looking for new businesses to try out. If they find a good review for a restaurant or store, they will likely go there to see what all the fuss is about. Positive reviews can also help sway people who are on the fence about buying products or services from your business.

So, what should you do if you get positive feedback? Respond! Acknowledge your customer’s feedback and show appreciation for their kind words.

Positive response tips

So how exactly should you respond? The most important thing to do is remain authentic, genuine, and meaningful in your response. Remember, this is an opportunity to showcase the personality and values behind your brand.

• Thank your customer for taking the time to share their experience
• Make the review personal. For example, use your customers name.
• Wish your customer all the best
• leave the door open. For example, “we are always happy to help now and into the future” or “we are glad you loved our food and can’t wait to see you again”

Positive reviews and the response from the business have a big impact on customer opinion about a business and therefore increases interaction and engagement. Always respond! Always seek opportunities to get more reviews!  

Get more reviews

Customers are generally more likely to leave a bad review when they have had a bad experience, so it’s important to balance these with positive reviews. Getting customers to write positive reviews can be tough sometimes, but there are some simple steps you can take that will make it easier.

Steps to getting more positive reviews

To get more reviews you need to proactively ask your customers to leave a review about their interaction with your business. This is a great way to not only promote your business, but ensure your reviews are a true reflection of your business. Hence, it’s important to capture as many positive reviews as possible. But how do you get these?

• If you’ve had a positive face to face interaction, ask your customer if they wouldn’t mind leaving a review on their experience.
• Utilise email marketing to link customers back to your review platform (ie, Google My Business). This will be sure to encourage more reviews.
• The power of visuals! If you have a retail store have a sign with a QR code that directs customers to your review platform.

The more people write reviews, the better it is for both the business and the consumers. Balanced reviews for your business are good!

Conclusion

Overall, negative Google reviews can be very deflating. If not responded to in a professional manner, they really can impact public perception of your service or product offerings. Balancing these negative reviews with a good reply whilst obtaining positive reviews from your customers will give a true and holistic view of your business to potential customer.

For assistance with your business reviews, get in touch with Boast Digital. We’d love to help you!