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Google Reviews: Why and How You Should Reply
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Google Reviews: Why and How You Should Reply

June 10, 2021

Searching for a new restaurant, activity, or business to use? Oftentimes, consumers will rely on Google reviews to make their final decisions. Positive reviews can encourage consumers to engage in the business they are researching. Google reviews can not only increase your customer base, but they also give your business credibility, can increase your reputation, and even impact SEO. Make your business page stand out and encourage customers to leave reviews and engage with those reviews.

Why should you respond to Google reviews?

Responding to reviews, both positive and negative allows you to be transparent with consumers and can ultimately increase your ratings. As a business owner, you can learn from the feedback customers leave in their reviews and use it to continue the things you do well and improve other things. Responding to customers shows that you value their feedback and care. It builds trust and relationships, and can even turn a negative review into a positive review just by acknowledging it. Having responses to reviews on your Google page also can help you to rank higher and build exposure. There are several benefits and reasons to reply to Google reviews… Here are some tips on how to do it!

Replying to negative Google reviews

Customers leave negative reviews when they feel strongly enough about something that went wrong in their opinion. Since these are public, you want to ensure you are responding appropriately. We suggest doing the following:

  1. Take time to read the review and fully assess the situation before responding. 
  2. Ask questions if the situation seems unclear or is missing details to clarify the customer’s concern.
  3. Apologize and empathize. 
  4. Offer solutions or an incentive when fitting.
  5. Sign your name. 

Replying to positive Google reviews

Positive Google reviews are easier to respond to than negative ones, even though they may be pushed to the side when a negative review needs a response. They are important because positive reviews give your business a good reputation and can result in new customers. Here’s some tips we suggest when replying to positive reviews: 

  1. Thank your customer for the review.
  2. Address the customer by their name. 
  3. Encourage the customer to return. 
  4. Sign your name. 
  5. Make graphics from positive reviews and use them to promote your business on social media platforms.

Ultimately, why you should reply to Google reviews and how you should reply to Google reviews are important aspects in maintaining your online presence for your business. To make sure you are keeping up with responding to Google reviews in a timely manner, you can create a list of pre typed responses or utilize templates such as these.


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