Negative and Positive Reviews: How Should You Respond?

In the digital landscape, brand mentions seem to dance beyond our grasp, business owners face an intriguing predicament when it comes to online reviews. The tides of public opinion are often beyond control.

While the reviews themselves cannot change, an extraordinary opportunity lies in the ability to engage with customers' feedback. With thoughtful responses, you hold the key to safeguarding your business from the impact of negative reviews, and remarkably the potential to elevate the very essence of your brand.

Maximize Your Online Presence

As a small business owner, offering a great customer experience and encouraging happy customers to leave reviews is important. Good reviews and higher star ratings on Google can greatly boost your online presence and attract potential customers. Equally important is to calmly respond to any negative experience that gets shared on your business profile. Responding to reviews timely helps mitigate any negative feedback and showcases your commitment to customer satisfaction. This will help to get more reviews and maximize your online presence.

• Take ownership of your business listing on Google.
• Complete the verification process to confirm your ownership.
• Review and ensure the accuracy of your business information, such as the name, phone number, and other contact details.
• Ask new customers to leave reviews about their experiences.
• Instead of removing reviews, focus on addressing any concerns or negative feedback professionally and constructively.

Why responding to Google Reviews are important?

A Google review response can help create an empathetic image for your small business. This perception is important because they influence people's purchasing decisions, builds trust, and improves search engine rankings.

Steps to Respond to Google Reviews

1. Log in to your Google Business Profile (previously known as Google My Business account).
2. Access the menu by clicking on the three horizontal bars and choose "All locations."
3. If you have multiple business locations or accounts, select the one for which you want to manage reviews and click on "Manage location."
4. Navigate to the "Reviews" section once you're on your page.
5. Locate and click the "Manage reviews" option, represented by a blue box.
6. This will allow you to view all the reviews specific to that particular location. Now, it's time to review them carefully.

Although responding to customer feedback on Google reviews may seem straightforward, it requires various techniques to address everything from negative feedback to five-star reviews. This process itself can help to boost your local business reputation.

Best Practices to invite the customer to share their experiences

Local businesses must evaluate the reviews and higher-rated comments to monitor their business online. For example, As a restaurant owner, you will need to regularly evaluate the reviews and higher-rated comments on platforms like Google, Yelp, or Facebook. This helps you to effectively monitor your business's online reputation. Here are some best practices while responding to reviews

• Be calm and polite, especially while responding to negative reviews.
• Look for the authenticity of the reviewer.
• Show your appreciation for the positive reviews.
• Showcase your favorite five-star reviews and use them as part of your customer review marketing strategy.

What Should be Your Response to a Positive Review?

According to Harvard Business Review, 98% of consumers trust online reviews as much as personal recommendations.

Reviews get the consumers to make a purchase decision before visiting your brick and mortar store. This is a great opportunity to boost your brand image.

To respond to the positive reviews start reading the comments-

• Express gratitude by thanking the reviewer
• Be enthusiastic and appreciative for their kind words
• Keep your message short and clear
• Avoid using salesy terms
• Ask for their email address to provide them with any future updates, discounts, etc.
• Foster loyalty through genuine engagement with customers

How to Respond When a customer leaves a Negative Review?

Responding to negative reviews can be tricky at times.  One negative review can cost you around 30 clients. Thus, it is essential to respond thoughtfully and as quickly as possible otherwise they can become detrimental to your image. Some negative reviews may need removal where they seem fake. It becomes crucial to review on Google, which is a great way to show your concern and care for the customers. Follow these when you need to communicate with them:

• Start by recognizing the issue without undermining or blaming the reviewer like in the above image.
• Thank them for bringing it to your attention.
• Avoid making excuses or getting defensive. Take ownership of the situation and have an apology ready.
• If possible, explain clearly and politely without being rude or accusatory.
• Answer as a real human and discard any bot reply to show you care.
• Express your intention to contact the customer directly to address the issue and find a solution.
• Reassure the customer that you are committed to resolving the problem and improving their experience.

Feedback helps your customers feel heard and appreciated. Responding to positive and negative reviews is your way, as a business, to turn happy customers into loyalists and recover unhappy customers.

Think of your business page as an extension of your customer service team's efforts, and your business will reap the benefits.

Establish Trustworthiness on Google Search with Google Guarantee

Try to get Google Guarantee for your services. Businesses that successfully undergo screening and qualification processes are awarded the Google Guaranteed badge. This distinct green and white check mark instills customers with an added level of assurance and trust when they make service bookings. With higher positive reviews and a Google Guarantee, you can stand out from your competitors.

The Advantages of Engaging with Google Reviews

Customers like to be directly tied to the value they perceive from your business. Whether this value is monetary or not, demonstrating to current and potential customers that you value their feedback and are happy to hear about their experiences can have a significant impact.

By actively responding to positive and negative reviews, you can enhance your Google ratings and foster stronger customer loyalty. Engaging with your customers in this way can yield several benefits for your business.

Conclusion

Responding to customer reviews, whether positive or negative, offers businesses a powerful opportunity to safeguard their reputation, maximize their online presence, and foster loyal customers. Thoughtful and professional responses create empathy, improve search rankings, and demonstrate commitment to customer satisfaction, leading to increased trust and engagement for long-term success.