How Can You Reply to a Google Review of Your Business

Imagine y'all get a Google review from an aroused customer. Chances are that the first thing you lot feel is disappointment. You probably spend a lot of time ensuring that your services are loftier-quality. However, there is a fashion that you can mitigate the impairment from the review, and perhaps even delete the review entirely: just responding. Let's talk about how y'all can respond to reviews effectively.

Why you should answer to reviews

A good review response can turn an angry customer into a happy one. A report by Bazaarvoice showed that vii in 10 customers take changed their listen almost a brand based on a review response.

Reviews as well help your business rank college on local search. Google has confirmed that responding to reviews helps your business with online visibility. If you want to make sure that your business is easy for customers to notice, be sure that y'all're sending quick responses to your customer reviews.

The first pace: claiming your Google My Business contour

In guild to respond to your Google reviews, the first affair that you lot demand to practise is claim your Google My Business organisation contour . This profile is the first affair that customers see when they search your business organisation on Google past name. They volition run into a knowledge console with all your business information and Google reviews on the right side of the screen.

In one case you have claimed your profile, you lot'll have the ability to promote your business photos and posts, rails business organization analytics to understand your customers and respond to customer reviews.

You'll as well exist able to add high-definition photos, contact information, and hours of operation. If you're an existing business, chances are that you already have a Google My Business organisation profile. All yous accept to practise is find it, claim it, and verify it.

How to respond to a Google review

To respond to a Google review, follow this iv-footstep process:

1. Sign in to your Google My Business account at business.google.com.
2. Click the three bars on the left-manus corner and select the location
3. Click "Manage reviews", then find the review you want to respond to.
4. Click "View and reply", then type out a response.

Responding to positive reviews

Your business has done a great chore of providing your customers with value. As a result, an ecstatic customer goes to Google and gives you a glowing v-star review. While this might feel like a win, your work isn't over just yet.

Responding to a positive review is an like shooting fish in a barrel way of showing that yous care sincerely well-nigh the stance of each and every customer. Brand sure to show the client yous appreciate them taking the fourth dimension to leave feedback. Here are three steps to responding to a positive Google review.

• Thank the customer – Your customer took time out of your day to give you lot a great review. Show them you capeesh it.
• Encourage the customer to come dorsum – Let the customer know that you'd be happy to serve them again.
• Keep it curt and simple – In that location's no need to leave an essay hither. Continue your review response short, sugariness, and to-the-betoken.

Here'south an example of a template that you lot tin can employ to give thanks a customer for a glowing review.

Thanks so much for your kind words, (Customer name). We really capeesh you taking the time to share your feel with us.

Thank you,

(Company name)

Responding to negative reviews

Fifty-fifty the best businesses get some negative reviews . Eventually, you're going to get i too. Don't stress. With the right attitude, you can turn this negative feedback into something positive for your business. Hither'southward how you can respond to negative Google reviews.

• Take a deep breath– While information technology's easy to become upset almost a negative review, take a deep breath. Remember that it's more productive if y'all're not coming from an emotional place.
• Be timely– If you expect too long to respond to a negative review, it might exist too tardily.Aim to reply to a negative review within 24 hours.
• Take the conversation offline– The best way to get to the bottom of the problem that the customer is experiencing is by taking the conversation offline. Provide a phone number or an email address where the customer tin can contact you.

Hello (Customer),

Thanks for bringing this effect to our attending. We're distressing that y'all had such a negative experience. Nosotros aim to deliver globe-class service to all of our customers and information technology's articulate that nosotros cruel brusk here.

We'd dear to know more almost this and find out what we can do to brand this correct. Delight give me a call at (phone number) and I'll brand sure this is sorted out.

Request a customer to delete a negative review

If you deal with the problem, you can politely ask the customer to edit or delete a review. Here's a template that you tin can apply for request a customer to delete their review:

Hello (Customer),

Thank you for helping us to improve our client experience. We regret that your initial experience with united states turned out to exist a negative one. Based on your feedback, we have taken steps to brand sure that this issue will non happen again for you lot or any other customer. If at that place are whatever additional issues you would like to see resolved, feel gratuitous to contact u.s.a. and we will piece of work quickly to fix them.

We do understand that your review of (Visitor) on Google was based on your initial experience. Nosotros hope that your opinion on (Company) has since changed. If that is the case, we would capeesh it if you lot edited your review to more closely reflect your electric current opinion. Nosotros accept all of our customer reviews seriously and we want to make sure that every review accurately represents the experience of our customers.

Responding to neutral reviews

Sometimes, y'all'll get 3 or four-star reviews that aren't trashing your business, simply aren't glowing either. Dealing with these neutral reviews can be tricky, since chances are that there are parts of the experience that your customer liked and parts of the experience that they didn't similar. Here'southward how you tin answer to neutral reviews.

• Thank the reviewer for the feedback- Constructive feedback like this is slap-up to help your business improve. Give thanks the customer for taking the time to get out the reviewer.
• Emphasize the positive- Chances are that the reviewer mentioned both positive and negative aspects of your business concern in their review. Reinforce the positive feelings that they have about your business by mentioning those positive aspects.
• Take the conversation offline- But like a negative review, try to take the conversation offline. That will allow y'all to get a better understanding of the problem that the customer experienced.

Hither is a template that y'all tin apply for neutral reviews.

We're glad to hear that you appreciated (positive aspect customer mentioned) but three out of v is not what we aspire to. Delight contact u.s.a. at (Phone number) so we can make this correct.

Responding to fake reviews

Occasionally, yous might go a review that'south non from one of your actual customers. It might be a patient that isn't on your patient list or a erstwhile employee. The first affair that you should exercise is study the review to Google. If Google believes that the review isn't representative of an actual customer feel, they will delete the review.

Of course, there'southward no guarantee that Google will actually do this. Luckily, there'south an like shooting fish in a barrel step you can have to make sure that potential customers browsing Google sympathise that they're looking at a false review: leaving a response that lays out the facts.

Here'due south how you tin answer to a false review.

• Exist polite- Even though dealing with a clearly fake review tin exist frustrating, remember to stay polite. Remember, potential customers look at your review responses to determine what kind of service you provide.
• Explain your reasoning– Explicate why you believe yous are dealing with a fake review in your response. This volition aid potential customers reading the response show that in that location are two sides to the story.

Use Birdeye to manage customer feedback

With Birdeye, you tin can stay on superlative of every attribute of customer feedback. Birdeye's all-in-one platform enables businesses to get new reviews, manage and respond to reviews from over 150 sites in a single dashboard, automatically share posts on social media, and receive actionable insights through Tongue Processing.

Birdeye has been named the #1 company in the reputation direction industry past G2Crowd. Find out why more than 80,000 businesses use Birdeye to manage online reputation and deliver fantastic customer experience.

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Source: https://birdeye.com/blog/how-to-respond-to-google-reviews/

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