When people go to search online, 85% of them are using Google. It’s the world’s largest search engine, so when they’re checking out your business, there’s a pretty good chance it’s happening on Google. When they do find your business, whether it’s in the Google Maps or Google My Business listings, it shows your reviews.It’s important to respond. A study by the Harvard Business Review shows that when businesses respond to customer reviews, their ratings increased. A timely, thoughtful response helped improve impressions even if the review was bad.
Whether you like it or not, reviews are powerful. Nearly 90% of consumers say they look at reviews before making purchase decisions. 76% say they trust reviews as much as personal recommendations from friends or family.Google shows star reviews now show next to businesses in some search results. Google also looks at reviews and star levels when determining which business to show. They can help (or hurt) your SEO.If left unchecked, negative reviews carry more weight. The longer a problem appears unaddressed or unresolved, the bigger it becomes.
Nobody’s perfect. Mistakes happen. Things can go wrong. And yes, sometimes the customer is wrong.It’s often not the incident itself that makes an impression with consumers, but rather how you deal with it as a business. Anytime you get a negative review, you need to address it promptly.How you address it matters greatly. No matter how difficult it may be, take a breath and evaluate the situation before you respond. Here are some of our best tips on how to respond to Google reviews.
Often, you can turn a negative review into a positive one by the way you approach things with a customer. When you do, ask if they’d be willing to update the review and let them know you took care of them.
Don’t let negative reviews fester. Respond quickly and positively. Offer a solution when possible and always remember the bigger picture.If you’d like more advice on responding to Google Reviews, contact 20North, a full-service digital marketing agency, and let us help.