A Google Review More Recent Than Owners Response

How to answer to both positive and negative reviews

Customers tin can exit reviews many places online, including on your gratis Concern Profile on Google. Reviews are important to both businesses and customers, and offer a great opportunity for businesses to engage with customers and build loyalty.

This lesson covers best practices for responding to the reviews customers leave for your business online.

Customer reviews, and your responses to them, are visible on your Business Profile on Google.

Why responding to reviews is important

As a business, you probably read your online reviews to keep up with how customers are perceiving your business. You'll as well want to respond to some of them, both positive and negative.

According to consumers, businesses that respond to reviews are seen as one.7X more trustworthy than businesses who don't (76% vs. 46%)¹. Not merely does responding to reviews support trust-building, it also gives you an opportunity to humanize your concern, show customers you care, and demonstrates professionalism.

When responding, keep in heed that your responses are public for everyone to read. You lot'll desire to go on your message short and courteous (even if yous disagree with the reviewer), and avoid getting also personal or being salesy by offering incentives or advertisements.

According to consumers, businesses that respond to reviews are seen as ane.7X more trustworthy than businesses who don't.^one

Claim your Business Contour to respond

If y'all want to reply to your reviews on Google, you'll offset need to merits your Business Profile. You lot'll and so have access to reply publicly to your reviews.

How to reply to skilful reviews

For positive reviews, you don't demand to reply to every reviewer, but a "thanks" is ofttimes appreciated. You tin can also apply your response to share new or relevant data, but don't make it too sales-focused—they're already a happy customer.

Here are some examples to get yous started:

• "Thank you! We hope to see yous again soon."
• "Thank you for sharing your experience."
• "We're thrilled to hear you enjoyed your experience."

How to reply to bad reviews

Negative reviews can sting. While nobody wants a negative review, most businesses volition receive one at some bespeak. Here are some tips on replying to negative reviews:

• Respond in a timely manner. Customers will capeesh a prompt response.
• Stay professional person and courteous. Never lash out and avert taking the review personally.
• Sympathise your customer'due south experience with your business organization before responding. If someone mentions a trouble with a product or service, investigate to see what may have gone wrong. Exist honest about mistakes made and steps you've taken (or volition have) to remedy the situation.
• Apologize when appropriate but don't take responsibility for things that weren't your fault. Show compassion and empathy for the customer.
• Offer to talk it over. If this is the get-go yous're hearing of the complaint, invite the customer to email or call so that you tin endeavour to sort out the matter with them.
• Prove that y'all're authentic and genuine. Sign off with your proper noun or initials to show you're taking the affair seriously and that a real person is listening.

Need some additional inspiration? Permit'southward have a await at some examples of thoughtful responses to negative reviews:

• "Thank you for the feedback, Thea. I'thou deplorable to hear that you had to look longer than expected for your table. Our goal is ever to seat customers every bit quickly as possible and we are e'er working to brand our process even more efficient. We hope to accept the adventure to serve you again. - Sam (owner)"
• "Hi Priya - I see yous left a ane star rating, but no details near your experience with u.s.a.. I would love to hear more about how nosotros can serve you improve. - K.L. (lead stylist)"
• "John, give thanks yous for bringing this to my attention. I looked into it and you are completely right - it took us 3 days to render your gauge, which is entirely too long and non in line with our promise of a 24 hour turnaround. This is not how we practise business and we would appreciate the chance to go far upwardly to you. Please give me a call directly. - Maria (managing director)"
• "Thank you for stopping by to check out our shop! We do offering discounts a few times a year, which might bring our prices closer to the range you are looking for. Delight join our mailing list if you'd like to exist notified well-nigh our sales. - Joe (clerk)"
• "Javier, I'grand sorry to hear that you were frustrated by our 15-day return timeline. Unfortunately, we cannot alter this policy, but we practise endeavour to make it clear with signs in store and on our website so that information technology won't be a surprise to our shoppers. We hope you'll shop with us over again. - Sandra"
• "Oh no! We want your new plants to thrive when they get dwelling house. I'd be happy to share some tips on watering and placement if you want to give me a call. And, of course, we stand by our 30-day happy plant policy if you'd prefer to supplant them. - S.M."

While you may desire a negative review to disappear from your Business concern Contour, Google won't remove a review unless it violates our content policy by including something like false, illegal, or offensive content. If you feel it does, you can always flag information technology for Google to investigate.

Acquire from your experience and show customers you care

In general, responding to reviews — positive and negative akin — shows you lot're an engaged concern possessor who cares non just about your business organisation, but almost your customers, as well.

We all want 100% of our reviews to exist positive, but even the all-time-run, most customer-focused businesses will receive bad reviews from fourth dimension to time. When a negative review comes in, use it as a learning experience for how to better your business in the futurity and how to showcase your responsiveness. Respond calmly, honestly, and openly. The way y'all reply to a negative state of affairs can reverberate positively on your business, and a thoughtful mail service-review interaction can even encourage the customer to update their review.

Need more help getting started with responding to reviews on Google? Learn more.

Take ACTION

Tips for responding to customer reviews

Customers can leave reviews many places online, including on your Business Contour on Google. How you reply to reviews, especially negative ones, reflects on your business organisation, and then it's of import to answer thoughtfully.

• Say thanks

• Respond in a timely mode

• Stay professional and courteous

• Empathise your customer'southward experience with your concern

• Repent when advisable

• Offer to talk it over if a customer has a complaint

• Show that you're authentic and genuine by signing your name or initials

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Source: https://smallbusiness.withgoogle.com/free-google-training/how-to-respond-to-google-reviews/

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