Like it or not, reviews are here to stay. Google, Angies List, Yelp and more have built their platforms on the open forum of leaving opinions of how their experience was. Because this is now part of our culture… it’s equally important to keep an eye on your reviews, especially on Google. Obviously good businesses will always strive to be the best whether there is a review in it or not; however, we’re all human and sometimes mistakes are made.
With all that said, it’s important to reply to your reviews, good or bad. This article will focus on Google a little more closely as there is no subscription needed for someone to interact or leave a review. While this ease of access is great for your customer, it also is an unregulated, meaning those who want to “troll” your reviews… can. Below is a quick description on how to get to your reviews and reply to them through Google for Business.
How to Reply to a Google Review:
- Login to your account (Google) and then go to this url… https://business.google.com
- On the left you’ll see “Reviews”
- Click Review and Reply next to whichever review you want to reply to.
Suggestions on writing a reply to a positive review:
- Be brief, no one wants to read along reply.
- Comment on how well the business relationship or business transaction went for you as a seller or service provider.
- Complement the company or person if possible.
- Be specific about what you did. Example: “It was a pleasure building that room addition for your family”. This lets readers feel more comfortable about the legitimacy of the review.
- Close with showing some form of appreciation for their review, mention reviews assists you in molding your business to become even better.
Suggestions on writing a reply to a negative review:
- Consider what you are going to say before starting to write. Always remain calm in all of your wording. Maybe take a walk and clear your hear if it was a particularly damaging review.
- Be thorough, but not long-winded; try not to repeat yourself.
- Don’t threaten, offend, name-call, or swear. First this sends the wrong impression, Second because Google will probably remove it. (and that’s not going to help)
- Make sure you address all of the issues listed in the negative review.
- Don’t provide links because Google will probably remove it.
- Run your reply past a friend or family member to get their input.
- Remember, the customer doesn’t always have to be right; but you do need to always seek to resolve the issue even if it comes at a cost to you.
- Consider expressing regret and compassion for how they feel and offer to help them in some way if possible (without rewarding them or appearing as if you’re trying to pay them off to get the review changed).
- Close with showing some form of appreciation for their review, mention reviews assists you in molding your business to become even better.
Note: Is the customer right? Try to look at it from their point of view. Use the review to evaluate what and how you are doing business. Reviews are the last step outreach for many people which means you might have had an opportunity to make things right before it came to this.
Suggestions on writing a reply to a false negative review:
Many shady businesses are taking to Google reviews to slander competitors. This shameful practice unfortunately is allowed and unregulated by Google. If you feel that Google will be fair and remove it… think again. Google has no intention of doing so. Yelling and demanding will not change their mind either; their standard answer is to get a lawyer to provide a lawful order to remove and they will comply.
When you get a false negative review like this… take a breath… and consider the following steps:
- Consider what you are going to say before starting to write. Always remain calm in all of your wording. Maybe take a walk and clear your hear if it was a particularly damaging review.
- Be thorough, but not long-winded; try not to repeat yourself.
- Don’t threaten, offend, name-call, or swear. First this sends the wrong impression; second because Google will probably remove it. (and that’s not going to help)
- Make sure you address all of the issues listed in the negative review.
- Don’t provide links because Google will probably remove it.
- Run your reply past a friend or family member to get their input.
- Leave information for those who might read your response: identifying that you have not done business with this reviewer and encourage (when applicable) that customers look at your other review sites, such as Angies List; where they verify that the reviews are legit.
