Google is the world’s top business review site, accounting for almost 60% of all the online reviews. Having a Google Business Profile and an account on Google Maps means that visitors can leave their opinions about your business, products and services.
People trust reviews because they provide authentic recommendations to enable them to make informed buying decisions. Such reviews about your business can directly impact sales and growth as positive sentiments will attract new customers. However, negative reviews will keep your potential customers away from your services.
This article will highlight the importance of Google Business reviews and provide practical strategies on how to respond to the reviews about your business.
The Importance of Responding to Google Business Reviews
Before you learn how to respond to Google Business reviews, it is important to understand why it is important. The following are key reasons why you should respond to both positive and negative Google Business reviews.
Retain Existing Customers
Some studies have established it costs about 5 to 7 times more to acquire a new client than it does to retain an existing one. So, it is important that you do all you can to address customer concerns, provide solutions and hopefully earn their return business.
Failing to respond to negative reviews on Google Business makes you lose opportunities for retaining your clients.
A good number of people who leave reviews say they will return to a business if their reviews get prompt responses. On the other hand, many people who leave reviews also say they have never received responses. That creates a lot of room for you to capitalize on to drive sales and your bottom line.
Attract New Customers
Potential customers read your Google Business reviews. That means they will not be pleased if all they see are negative sentiments without any responses.
The way you respond to negative reviews can also assist with winning over new customers. Several new customers would be willing to work with you if your responses show that you are truly making an effort to correct mistakes or that you are willing to work with unhappy customers.
That could also go the other way. You can easily turn people away if they see that your responses are too defensive, unprofessional or just not great even if you have many positive reviews.
Show Customers That You Care
Responding to both the positive and negative Google Business reviews show current and prospective customers that you are paying attention. It also demonstrates that you care about what they have to say even if does not please you. Remember, more than 90% of the people who read your reviews will also read the responses that you give. Besides, almost all customers expect you to respond to reviews, so, give your customers what they want.
How to Respond to Google Reviews
Having a Google Business Profile means that you and your management team probably see what people say about your products and services. It is a good practice to respond to some comments including the positive and negative ones. You can expect scammers and reviews that do not make sense since the comments section is public. Nonetheless, you should focus on honest and genuine Google Business reviews.
The first step to responding to Google Business reviews is logging into your Google Business account. Then, follow the steps outlined below for success.
1: Navigate to ‘Reviews’ in the dashboard
Step 2: Click on the ‘Reply’ option to respond to a certain review, write your response and click ‘’Post Reply’’
Step 3: In case the review is inappropriate or fake, click the 3 dots icon and click the ‘Report’ option to report it.
Always demonstrate a grateful tone when responding to positive Google Business reviews. It is also important to emphasize the benefits of your business, products and services when making your response. On the other hand, you should be professional when responding to negative reviews. Show gratitude and explain to your customers about the situation and apologize without taking responsibility.
Practical Tips for Responding to Negative Reviews
It is impossible to satisfy all your customers to the fullest and, that is why not all your Google Business reviews will be positive. Keeping that fact in mind will prepare you to deal with bad situations and keep pushing your business towards the right direction. Here are tips to help you prevent escalating things when responding to negative Google reviews.
Show a Professional Attitude
Sometimes, you can get offensive and aggressive Google Business reviews that might make you lose your mind. However, you should always maintain a professional tone, without letting the negative sentiments get into your head. Do not respond to negative reviews with sarcasm or turn to being defensive.
Instead, take time to clearly explain the situation and make your customers understand why and how the problem occurred. That will go a long way in building a positive image for your business. Maintain a professional attitude but, give authentic responses that will feel genuine to your customers.
Apologize for Bad Situations
There is no doubt that sometimes, customers will have bad experiences with your products or services. However, you should not say sorry directly to them, instead, apologize to them for being upset. Try to see things from the customer’s perspective and provide a solution through other communication avenues including email and Google Meet. That will show new customers that there are two sides to every story and the bad review is not your fault.
Example of how to show apology for bad situations in your Google Business review response.
Response:
Avoid Public Debates on Fake Reviews
Google is awash with several fake accounts and, that is why you can expect fake reviews on your profile. Whenever you spot it, keep calm and do not try to engage. Instead, report the review and let Google take care of the rest. Google can remove fake reviews from business pages if they violate the community guidelines and terms of service.
Sometimes, the negative Google Business reviews on your account can be too overwhelming that you even think of closing it. However, you can still salvage the situation when you buy Google Business reviews and Replies. The reviews can be tailored to boost your brand image and drive social growth organically.
Essential Components of a Google Business Review Response
Generally, there is no one-size-fits-all structure for a Google Business review response. However, there are essential things that you must include in the response such as;
- Name of the Reviewer: Make the response personal by mentioning the name of the person who left the review.
- An Apology: Apologize for the bad situation using words such as, ‘’I’m sorry you felt that way,’’ or ‘’I am sorry to hear that.’’ Any acknowledgement of the review’s feelings can go a long way in cooling them off.
- Some Details from the Review: You should include a few key pieces of information from the review to show that your response is tailored to that particular case. Avoid copy pasting responses since that would even offend the reviewer more.
- A Potential Solution: You do not have to explain the exact solution in your response but, you should make it clear to the reviewer about the action that you are taking to address their complaints.
- A Way to Connect Offline: Google prohibits back and forth when it comes to Google Business reviews. So, your response should serve as a starting point for resolution. Let the customer know that you will reach out if you know them. You should also provide your contact information and ask the reviewer to get in touch so you can resolve the matter directly.
Overall, responding to negative Google Business reviews can be a hard nut to crack. You want to acknowledge the concerns of the customer while also defending your business’ reputation. And, you do not want to come out as defensive and unprofessional.
Tips on How to Respond to Positive Google Reviews
Positive Google Business reviews are fun and, businesses want more of them. They help to boost business growth and attract new customers interested in your products and services. Responding to positive reviews means you are engaging with happy customers, spicing up your relationships. Here are essential tips for responding to positive Google reviews.
Address the Customer by Name
Using the customer’s name when responding to positive Google Business reviews is an expression of gratitude. It shows that you have tailored the response to them personally. That can also help with building trust and fostering stronger relationships with your customers.
Thank the Reviewer
According to a survey on ReviewTrackers, customers are 21% more likely to leave a review after a negative experience than after a positive one. So, take a moment to thank your customer for leaving a positive feedback and being a customer. Remember, even a small show of gratitude can go a long way.
Emphasize on Your Product or Service
It is also advisable that you mention your product or service in every review where customers have acknowledged it for extra promotion. Doing so will boost product awareness and enhance its popularity for new customer who may have never heard of it. A positive review is proof that your product is working and actually helping others. So, take the opportunity to promote your products and services to more people out there.
Tease Upcoming Products
Positive Google Business reviews also provide opportunities to build anticipation for your new products or services. It also opens up new avenues for promoting other existing products to your happy customers. Seize the opportunity but, be careful not to push your products too hard on customers.
Automate Review Responses
Automating the responses to your positive Google reviews can save you a lot of effort and time. Various AI social media tools exist in the market that you can use to automate review responses. The best tool will enable you to collect and respond to all the reviews from a single platform.
Examples of Google Business Review Responses
The following are examples of responses to Google Business reviews that you can use for inspiration when writing your own. They are generated from businesses in different industries and, include both positive and negative reviews.
Real case example of a response to a negative hotel review on Google Business.
Example 2
Example 3
Examples of responses to a positive Google Business review
