According to 85% of buyers, internet reviews are just as reliable as personal recommendations, based on stats published by WiserNotify. This goes to prove that people do judge a business by its reviews.
For most online businesses, Google reviews impact their brand’s credibility more than reviews on any other site. This is because these reviews appear on Google Maps, Google Search, and Google Business Profile whenever someone searches for your business online.
Like every business, you can expect a fair share of both negative and positive reviews from your customers. However, how you handle these comments can make or break your reputation.
That's why we've created this article to help you master the art of replying to Google reviews like a pro.
What to Keep in Mind When Responding to Google Reviews
Here are some key considerations to keep in mind when aiming to boost client ratings:
Write a Helpful Reply
Following Google’s guidelines for review replies, your response must provide value to your customers. This will help you build effective relationships with previous clients.
Here are some tips:
Be timely in your reply, ideally within a day or two to show you are actively engaged with customer feedback.
Keep it concise. Long responses can be overwhelming.
Acknowledge your reviewers in your reply. Use the customer’s name and directly address the experience mentioned in the review if possible. Also, a simple ‘thanks for your review’ at the beginning can set a positive tone in your reply, even for negative comments.
Reply to Positive and Negative Reviews
When dealing with positive reviews, express genuine appreciation for their kind words in your response. It's also good practice to highlight specific aspects of their experience that you are pleased they enjoyed. You can also use this opportunity to invite them to return for future business.
For negative reviews, you must avoid taking it personally and not make excuses or blame the customer for the review.
A good place to start with your response is to apologize for your reviewers’ negative experiences and acknowledge their concerns. Also, explaining the steps you are taking to address the issue can change the client's mind about your business.
Use Keywords in Your Reply
You may improve your SEO by using pertinent keywords in your response that are associated with your location and business.
What to Avoid
The first thing to avoid when it comes to handling Google reviews is ignoring reviews. Not responding to reviews, especially negative ones, can appear dismissive and reflect poorly on your business.
When responding to a review, avoiding arguing with customers or making personal attacks in your responses is important. Don't use any of Google's prohibited & restricted content in your response to avoid getting penalized for using inappropriate words.
You should also avoid using robotic or generic content in your reply. Ensure that each response is tailored to the specific review and customer.
How to Reply to Google Reviews for Your Business
Business owners can respond to Google reviews through multiple devices, including mobile phones and computers. Here’s how:
On Mobile:
Step 1: Open the Google Maps app or use Google Search on your mobile device.
Step 2: Open your Business Profilesome text
Google Maps: Tap ‘Business’ on the bottom right.
Google Search: Enter your business name.
Step 3: Tap Reviews.
Step 4: For the review you’d like to reply to, tap Reply.
Edit your reply: On your reply, tap More > Edit.
Delete your reply: On your reply, tap More > Delete.
Report an inappropriate review: On the reply you want to report, tap More > Report.
For Desktop Users:
Step 1: Sign in to Google My Business at business.google.com.
Step 2: On the left sidebar, click “Reviews.”
Step 3: You'll get a list of your most recent reviews. Locate the review to which you wish to respond.
Step 4: Click “Reply.”
Step 5: A message box will open for you to write your response.
Synup stands out for its ability to automatically review responses across multiple platforms, offering significant customization for both positive and negative reviews. Getting started is simple: book a call with the Synup team to discuss your business needs. They tailor their review management solutions to match your business dynamics, audience, and marketing goals. After deployment, the Synup team monitors and adjusts strategies based on feedback, ensuring a response plan that aligns with your brand voice and customer service standards.
Book a consultation with Synup today to automate your review responses at scale.
Summing Up
Google reviews are a means for customers to tell others about their experiences with your goods or services. While this can be positive or negative, managing these reviews can do your business a lot of good if you can professionally respond to them.
How to Reply to Google Reviews: FAQs
How to respond to Google reviews examples?
Start by acknowledging the reviewer: "Thank you so much, [Customer Name]!" Highlight their specific feedback: “We're thrilled you enjoyed the [specific service/product] and that our [staff member] made your visit pleasant.” Finally, invite them back: “We look forward to seeing you again soon!”
Do keywords in Google reviews matter?
Yes, keywords in Google reviews are crucial for local SEO. Search engines can comprehend your offerings and match your listing with pertinent searches if you use them in your responses.
How to respond to a 3-star review with no comment?
For customers who don't leave comments in their reviews, thank them for their feedback and encourage them to share any suggestions for improvement. This approach works best!
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