How to Reply to a Review on Google
Whether you become a positive or negative review on Google, your all-time grade of action is ever to respond. As yous'll presently come up to find in this post, your responses to Google reviews have just as much of an impact as the reviews themselves.
Simply the tricky thing almost responding to Google reviews is non so much the technical aspects of it (although I'll testify you lot how to do that, too); information technology's coming up with the correct words. After all, your responses are on public brandish in a far-from-judgment-free-zone. But don't let this trip you lot up. By the time y'all finish reading this guide, you'll feel well-equipped to answer to any Google review that comes your way – good or bad.
We're going to cover:
- The importance of responding to reviews.
- Positive review response ideas and examples.
- Negative review response guidelines, best practices, and examples.
- The actual steps for responding to reviews via your Google My Business concern account.
PS: Are yous looking to get more reviews to begin with? Check out this post from WordStream on how to inquire for reviews — also with examples!
Why Do I Need to Answer to My Google Business concern Reviews?
To answer this question, let'southward go over some online review stats:
- 97% of consumers who read business organisation reviews as well read the business organisation's responses to those reviews.
- forty% of consumers expect a review response within 24 hours or less.
- Businesses that reply to reviews are perceived as 1.7X more trustworthy than businesses that don't.
As said higher up, customer reviews can seriously impact your business's reputation and your customers' decisions. And with Google belongings 92% of the market place share, you can rest bodacious that Google reviews comport a lot of clout.
The good news is, while you can't control what other people say most your business on Google, you can control the impact these reviews have on your business — simply past responding to them.
So, read on and learn how to answer to both positive and negative reviews on Google to assistance you continue your business genuinely painted in the best possible calorie-free — with plenty of examples to aid guide y'all.
How to Respond to Positive Google Business Reviews: half dozen Tips
Responding to positive reviews on Google reinforces your reputation, enables you lot to develop loyal customer relationships, and even affords you the opportunity to show your brand personality. Here are tips on responding to positive Google business reviews:
i. Limited Appreciation
Expressing gratitude reaffirms that your business is gracious and welcoming. It besides lets readers know that you value and invite customer feedback.
2. Be Specific
Avoid using generic statements. Tailor your response to the specific things called out in each Google review. For instance:
iii. Reinforce the Positive
Confirming a client'south positive experience in your response is a not bad mode to reinforce the aspect of your business organisation that your customer is highlighting. For example, if a customer mentions the speed of service in their review, you might respond with:
"Nosotros are so glad to hear that you had a great experience with us. Nosotros train hard to make certain our team operates efficiently — glad to know it's working!"
4. Be Timely
Consumers want to feel heard, so respond rapidly to the feedback. Information technology shows y'all're paying attention. And if you fall behind, it's okay! Yous tin can ever briefly explain, as with this example:
5. Share Updates
Have a new production coming out? Planning to add together a new service to your offerings? If it'southward relevant, give the client something to look forrad to. For example:
"We're glad you lot were happy with our product! We've got an even better version coming out in March…stay tuned!"
half-dozen. Keep information technology Short
Information technology'due south best not to answer to every positive review with a long bulletin because that can go repetitive for review readers. Go on it short or answer to some reviews privately every once in a while, equally a nice and personable gesture to your customers.
How to Reply to Negative Google Business Reviews: half dozen Tips
Every customer has their own preferences, expectations, desires, and wishes. In a perfect world, you would satisfy every customer; simply in the existent world, y'all tin can't; and in the digital world, anyone tin publish an online review of your concern.
The good news is, if you go well-nigh responding to a negative review the right way, y'all can mitigate the damage, preserve your business reputation, and potentially even turn it into a positive review. Here's how to answer to a negative Google review:
1. Step Back
While prompt response time to reviews is of import, it'south okay (and highly recommended) to take a breather to process the information and your emotions beginning. High emotions tin sometimes atomic number 82 to missed details, and you want to be responding, not reacting. Remember:
- Exhale! Your business means a lot to y'all so it's difficult to non take it personally, but this is not about yous, it'southward about the client.
- There's always a solution.
- Be the customer. If you lot were in their situation, how would you feel? What would resolve the problem? This will help your response to strengthen the integrity of your make and values.
Related: Why a Bad Review Isn't the End of the World
2. Find the Root of the Trouble
This does non mean finding out who to blame but rather finding out where the breakdown occurred. Being able to explicate the breakdown shows the client that y'all cared enough to look into the upshot — and may even get them to come across the situation differently. It volition besides help you to come with the nigh constructive solution, every bit well equally foreclose it from happening again with other customers.
Annotation: Your initial response to the negative review should be focused on the customer and should not contain this information (more on this presently).
3. Repent Promptly & Publicly
Regardless of what went incorrect and why, always repent — concisely (long explanations tin come up off as defensive) and promptly (to show that you care). Fact: 96% of consumers look a response to a complaint within 48 hours.
This initial response should take place correct on Google (meet the next section on how to do so). This volition show both your customers and prospects that you're proactive with your customer service; and also gives your business transparency.
4. Have it Offline
In some cases, you lot can resolve the consequence right in your response, such every bit with the example beneath:
"It sounds like we missed the marker on delivering a great customer service experience to you, and we're sorry about that. We have had a lot of confusion nearly our store hours changing, and we recently updated our Google My Concern listing to our new hours of operation. Nosotros hope that helps for your next visit, but please feel free to call u.s.a. at 555-1234 and we'd exist happy to assist you in placing a curbside social club that nosotros'll bring right to your automobile and then yous don't have to rush to arrive in later work."
In other (and most) cases, you lot should provide the opportunity for the client to attain you directly, off of Google. It's in this chat that you tin offer your caption and your solution. Information technology'due south also perfectly fine to achieve out to them directly, simply exist sure to include some sort of mention of this in your public response.
5. Offering a Solution
Compensatory action in your response to negative client reviews could mean the difference between but appeasing your customer and really retaining them. If possible, offering a refund, the aforementioned service discounted or gratis of accuse, a souvenir document, or to add an additional service at no toll.
6. Get More than Positive Reviews
While y'all can't delete reviews made on other platforms, you lot can reduce the review's prominence by garnering more positive reviews.
How to Respond to Google Reviews through Google My Business
Now that you know both how and why to reply to Google reviews, it'south time to, well, beginning responding. And then how exactly do y'all practice that? Through Google My Business. Your business tin can actually exist listed on Google and collecting reviews without your fifty-fifty knowing it. This is because a Business Profile (your Google listing) is essentially just a place on Google Maps—which anyone can create. It'south only once y'all merits your Google listing past verifying buying of your business that you tin respond to reviews and control the information displayed on your list.
That being said, provided y'all accept a Google My Business account, log in to your account and yous'll meet a reviews tab in your dashboard where you tin can reply to your Google reviews.
How to Respond to Reviews via Google My Business on Desktop
- Become to your Google My Business Dashboard (https://business.google.com).
- Click on the correct location (if you have multiple locations).
- Click on the menu and select "Reviews."
- Click "Reply."
- In one case you've written your response, click "Post respond."
How to Respond to Reviews via Google My Business on Mobile
- Open the Google My Business organization app (App Shop).
- Tap "Customers."
- Tap "Reviews."
- Tap the review to which yous'd like to respond.
- Once you lot've written your response, tap "Transport."
How to Respond to Reviews via Google Maps Desktop
You can also respond to your Google reviews right from Google Maps.
- Go to Google Maps (https://www.google.com/maps).
- Search for your business.
- Click on your Business's Maps listing.
- Click on "Reviews."
- Notice the review you'd like to reply to and click "Reply" next to the review.
Make information technology a Priority to Respond to Your Google Business Reviews
We covered a lot in this guide, so allow's do a quick recap:
- Your responses to Google reviews are just equally powerful every bit the reviews themselves. They give prospective customers a experience for what you lot're like, they encourage more than customers to leave reviews, and they can even turn negative situations into positive ones.
- Responding to Google customer reviews helps you lot to stay on summit of your online reputation, make improvements where necessary, and identify strengths to harness.
- You need a Google My Business organisation Account in order to respond to your Google reviews.
- Have special care when responding to negative reviews. Respond publicly but then offer to accept the give-and-take offline.
Last note: make sure to set the proper alerts and notifications so yous can stay on acme of your reviews.
Want help with this? Achieve out to one of our marketing experts to larn how we can help you manage your Google My Business list and online reviews – we'll even take care of the responses for you!
More than Similar This
Little-Known Google My Business Secrets to Requite Your Listing a Boost
The Reputation Age: 10 Things to Know Nearly Online Reviews
How to Answer to Your Customers Online
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