Responding to Your Google Reviews

Any business that is hoping to attract new customers knows the importance of having a great rating online. Consumers who are looking for a product or service often visit Google and other review-based websites where they can read feedback from past customers to determine whether they want to shop with a business. With this in mind, it is important to make sure the rating on your Google My Business profile is as high as possible. Happy customers will be inclined to leave positive reviews, however, when someone leaves a negative or less than desirable review it is important to address their issue.

Responding to Negative Reviews

Google lets you respond to reviews directly via your business profile. When you respond to a negative review it lets prospective customers know that you care about people’s experiences interacting with your business and that you will do everything you can to make a negative experience better. A correct response to a negative review should acknowledge that you are sorry for the customer’s unsatisfactory experience, steps you are taking to ensure a similar experience won’t happen in the future and, if applicable, offer a make-good or solution for the individual case.

Responding to Positive Reviews

On the flip side, responding to positive reviews with something as simple as “Thank you for the positive feedback, we look forward to seeing you again in the future!” shows that you value your customers and can increase the trustworthiness of your brand.

Contact EMSC Today!

If you have additional questions about how to respond to reviews online or what you can be doing to solicit more reviews from customers, contact EM Search Consulting today!

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