respond to your google reviewsrespond to your google reviewsrespond to your google reviewsrespond to your google reviewsGoogle reviews can be a powerful tool for building trust and legitimacy in your business, but they can also be a source of pressure if you don’t respond effectively. Here are some best practices for responding to your Google reviews. (Positive or Negative)
1. Address the Review Head-On
The first step is to address the reviewer directly in the review. Use their name, and always be polite. Thank them for taking time to write a review, and apologize for any problems they experienced. State that you’re looking into resolving the issue, and explain what you’ve already done to address it. If you have the phone number of your customer you should also call or text them directly.
2. Respond Promptly
Most reviewers expect a response within 24 hours, but if you can’t resolve the issue right away, say so in your reply. Explain why you need more time, and offer an approximate timeline for when the issue should be resolved. If there’s a price change on the product or service being reviewed, indicate that as well in your reply. Waiting days or weeks could show the customer or other potential customers that you do not care about their issue. If the review is positive, this is your chance to thank the customer for leaving a glowing review. You may even want to consider sharing this review on channels such as your Facebook page. (You can use a reviews service like Convert Local to auto respond to your reviews based on star rating & posting your 5 star reviews right to your Facebook page)
3. Fix the Issue Quickly
When you can, fix the issue that was reported in a timely manner. If your customer contacted you about an issue with your product or service, make sure to check that the problem is actually fixed before responding. If it’s not, apologize and explain what you’re doing to fix it. If the review is negative, try to phrase your reply in a way that will improve your chances of getting a positive rating in the future. This is also a great time to win that customer over by your stellar customer service.
4. Respond With Specific Details
In addition, be as specific as possible when responding. Include the steps you took to address the issue, and whether or not the customer was satisfied with them. Remember to thank them for writing a review, and let them know that showing concern and taking action goes a long way in building trust and legitimacy.
5. Take Action Based on Review
After apologizing and fixing the issue, take action based on what was mentioned in the review. If there’s a price change, inform customers of the change. If something wasn’t working properly before, try to resolve the issue immediately. And finally, thank the reviewer again for their feedback.
Responding effectively to your Google reviews is key to maintaining a good reputation and keeping customers happy. By following these tips, you’ll be sure to have a positive impact on your business’s online presence.
