When users use Google, online reviews also affect how companies are ranked and where they appear in a search. This means that they are important to your business, and so does the way you respond, whether they are positive or negative.
If you’re not sure how Google reviews work or what they say about your business, you may be looking for your online business or local Google business ratings (perhaps those of your competitors) to see how they compare. Where you have ratings, even if they are not new, you might want to think about answering these questions. You can also prepare the models for anyone you need to answer in the future.
You must first register with Google as a verified business, what you can do at business.google.com. Once you have registered, you can access your Google My Business page, review the revisions and respond to them. You can also see your Google rating and the total number of reviews published about your company.
How to Respond to Google Reviews
You always have to answer if the check is positive or negative. Your answers should always be professional, even if the reviewer is not friendly. This is because anyone who searches for your business on Google, can see their answers, and what they say in these companies says a lot about your business. Carefully prepared responses to reviews can improve your reputation, even if the rating is negative, making you honest, trustworthy, and believable.
To help you to respond, think about the following:
- Respond as quickly as you can. Responding quickly shows that you care about what they think and are listening to them
- Thank the customer, acknowledging that they have taken the time and made the effort to leave a review
- Respond to the specific comments; don’t just reply with a cookie cutter response
- Asking if there is anything else you could’ve done, or has any recommendations? Even if you have had a good review, it shows that you care about your customers and helps build up a relationship between you
- Draft your response, review it before sending it – have someone else take a look. Is it professional? Make sure that the grammar, spelling is correct. Think about the length, if it’s too long people will stop reading, keep it short and succinct
How to Respond to Negative Feedback
Unfortunately, negative comments happen, but they should not necessarily be considered bad. Proving that you have dealt with the complaint of a dissatisfied customer in a timely, professional and courteous manner will give you a good perspective. It could also lead to a positive follow-up comment by the same customer.
Follow the same guidelines above for negative comments. Remember to apologize, even if you think the comments are not justified. You don’t want to be angry or aggressive with your answers, as it won’t make your business look good and prevent other clients from using your services.
If you think a rating is inappropriate, review it using Google policies. You may be able to report it. If a review has bothered you, take some time before writing and sending a response. Then you can distance yourself a little and think professionally about the client’s comments. You are wondering if they are valid and how you should react.
Once soon as you’ve answered, think about making changes to your business to avoid similar negative reviews. If a person has filed a complaint and you have solved it well, it is likely that other customers will give you the benefit of the doubt. They are less likely to do so if there are several negative reviews for the same problem.
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