Do People That Review You on Google See Your Reply?

How to answer to both positive and negative reviews

Customers tin leave reviews many places online, including on your costless Business Profile on Google. Reviews are important to both businesses and customers, and offering a neat opportunity for businesses to engage with customers and build loyalty.

This lesson covers best practices for responding to the reviews customers leave for your business online.

Client reviews, and your responses to them, are visible on your Concern Profile on Google.

Why responding to reviews is important

As a business, you probably read your online reviews to continue upward with how customers are perceiving your business concern. Yous'll also desire to answer to some of them, both positive and negative.

According to consumers, businesses that respond to reviews are seen as 1.7X more trustworthy than businesses who don't (76% vs. 46%)¹. Not just does responding to reviews support trust-building, information technology as well gives you an opportunity to humanize your business, show customers you intendance, and demonstrates professionalism.

When responding, go on in mind that your responses are public for everyone to read. You'll desire to keep your bulletin curt and courteous (fifty-fifty if y'all disagree with the reviewer), and avert getting as well personal or existence salesy past offering incentives or advertisements.

Co-ordinate to consumers, businesses that respond to reviews are seen as 1.7X more trustworthy than businesses who don't.¹

Claim your Business Contour to respond

If you lot want to answer to your reviews on Google, you'll start demand to claim your Business Contour. You'll then have access to respond publicly to your reviews.

How to respond to good reviews

For positive reviews, you don't demand to reply to every reviewer, only a "thanks" is oft appreciated. You tin too utilize your response to share new or relevant information, merely don't brand it likewise sales-focused—they're already a happy customer.

Hither are some examples to get you lot started:

• "Thank you! We promise to see you over again soon."
• "Thanks for sharing your experience."
• "We're thrilled to hear you enjoyed your experience."

How to respond to bad reviews

Negative reviews can sting. While nobody wants a negative review, most businesses volition receive 1 at some point. Here are some tips on replying to negative reviews:

• Respond in a timely fashion. Customers will appreciate a prompt response.
• Stay professional and courteous. Never lash out and avoid taking the review personally.
• Sympathise your customer'due south experience with your business before responding. If someone mentions a problem with a product or service, investigate to run across what may have gone wrong. Exist honest about mistakes made and steps you've taken (or will take) to remedy the situation.
• Apologize when appropriate just don't take responsibility for things that weren't your fault. Show compassion and empathy for the customer.
• Offer to talk it over. If this is the first you're hearing of the complaint, invite the customer to e-mail or call and then that you tin try to sort out the matter with them.
• Testify that you lot're authentic and genuine. Sign off with your name or initials to bear witness you're taking the matter seriously and that a real person is listening.

Need some boosted inspiration? Let'south take a look at some examples of thoughtful responses to negative reviews:

• "Cheers for the feedback, Thea. I'm sad to hear that yous had to wait longer than expected for your table. Our goal is e'er to seat customers as quickly equally possible and nosotros are e'er working to brand our process even more efficient. We hope to have the chance to serve you again. - Sam (owner)"
• "Hi Priya - I see you left a ane star rating, only no details about your experience with us. I would love to hear more about how nosotros can serve you lot meliorate. - K.L. (lead stylist)"
• "John, cheers for bringing this to my attention. I looked into information technology and you are completely right - it took us 3 days to return your estimate, which is entirely too long and not in line with our promise of a 24 hr turnaround. This is not how we do business and we would capeesh the gamble to brand it up to you. Please give me a call directly. - Maria (managing director)"
• "Thanks for stopping past to cheque out our store! We do offer discounts a few times a year, which might bring our prices closer to the range you are looking for. Please join our mailing list if you'd like to be notified nearly our sales. - Joe (clerk)"
• "Javier, I'm sad to hear that you were frustrated by our 15-mean solar day render timeline. Unfortunately, we cannot change this policy, but we exercise try to brand it clear with signs in store and on our website so that it won't be a surprise to our shoppers. Nosotros hope you'll shop with us once more. - Sandra"
• "Oh no! We want your new plants to thrive when they become domicile. I'd be happy to share some tips on watering and placement if you want to give me a call. And, of course, we stand by our 30-day happy plant policy if yous'd adopt to replace them. - S.M."

While you may want a negative review to disappear from your Business Profile, Google won't remove a review unless it violates our content policy by including something like imitation, illegal, or offensive content. If you experience it does, you can e'er flag information technology for Google to investigate.

Larn from your experience and prove customers yous intendance

In general, responding to reviews — positive and negative akin — shows you're an engaged business owner who cares not only well-nigh your business organisation, but most your customers, besides.

We all want 100% of our reviews to be positive, but fifty-fifty the best-run, nearly customer-focused businesses will receive bad reviews from time to fourth dimension. When a negative review comes in, use it as a learning experience for how to ameliorate your business organization in the future and how to showcase your responsiveness. Respond calmly, honestly, and openly. The mode you answer to a negative situation tin can reflect positively on your business organisation, and a thoughtful post-review interaction tin even encourage the customer to update their review.

Demand more than help getting started with responding to reviews on Google? Learn more.

TAKE Activity

Tips for responding to customer reviews

Customers can go out reviews many places online, including on your Business organisation Profile on Google. How you reply to reviews, especially negative ones, reflects on your business organisation, so it's of import to respond thoughtfully.

• Say thank you

• Respond in a timely manner

• Stay professional and courteous

• Empathize your customer'south experience with your business

• Apologize when appropriate

• Offer to talk it over if a client has a complaint

• Show that you're authentic and genuine by signing your name or initials

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Source: https://smallbusiness.withgoogle.com/free-google-training/how-to-respond-to-google-reviews/

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