Reviews are Key to Business
For many businesses, word of mouth marketing is a lifeblood of their business. In today’s digital environment that’s still very true. One of the ways that customers can help spread that cyber-word-of-mouth reviews is through Google Reviews. There are countless benefits to these reviews, from Google search ranking to feedback to your business and more. When a company receives a Google review, whether it’s positive or negative, it’s important for the business to engage with the feedback in a thoughtful, professional, and timely manner.
Monitor and Review Regularly
One of the most powerful and impactful listings a business can claim is their Google My Business page. By claiming this page and having your email tied to it, you’ll receive an email as soon as a review is left for your business. Having more Google reviews (positive Google reviews) being posted for your business has a significant impact on your business ranking.
By regularly checking and monitoring your Google My Business page for new reviews, you’ll be able to respond to reviews quickly. Responding promptly to reviews demonstrates that you are actively engaged with your customers – yet another positive indicator to the Google algorithm. By responding to reviews in a timely manner, you’ll also be able to show customers that you value their feedback and are committed to addressing concerns.
Thank Reviewers for Positive Feedback:
If the Google review you receive is positive, 4 or 5 stars, be sure to express your appreciation and gratitude to the reviewer. Thanking the customer for taking the time to share their positive experience will let them know you appreciate their business.
When leaving a comment back and thanking reviewers for great feedback, be sure to personalize your response and express genuine appreciation. If possible, start by addressing the name of who left the review. For example, “Thanks, [reviewer’s first name]! It was our pleasure to get to work with you on this project!” If you can add in a few words about the type of service or work done for the client it can again show more to algorithms and your commitment to SEO improvement.
Address Negative Reviews Professionally
Unfortunately, not all reviews are a glowing 5 star. When this happens, be sure to respond professionally and avoid getting defensive. In these (hopefully rare situations), be sure to apologize for the issue that happened and if possible outline some possible solutions. If the reviewer has a specific issue or problem they outline, offering a sincere apology and going over steps that can be taken to rectify the issue can help keep things from getting worse.
If a detailed discussion with the reviewer is needed, attempt to take the discussion offline. Offering your email or phone number is a great way to move the conversation in a private direction and work to resolve the issue without airing grievances in a public forum.
Learn from Feedback and Encourage More
In many ways, Google reviews offer a sort of focus group for you to learn from. Use these reviews, positive and negative, as an opportunity to observe which areas of your business are excelling and which might need some attention. The constructive criticism available in Google reviews is a valuable growth too.
A goal for any business should be to get more Google reviews. One of the best ways to do this is to simply ask. Be sure not to compensate users for reviews, but ask for heartfelt reviews as you work with customers and clients. You can explain how this can help your business with Google rankings and uncover possible issues in your business. This is especially important if you review a lower or negative review. By getting more 5 star reviews, it can lessen the negative impact on rankings and do a better job to reflect the service your business normally provides.
An Ongoing Process to Success
The management of online reviews is not a one-time task. It is an ongoing process that is truly integral to the success of your business. By regularly monitoring and responding to reviews, you’ll show your dedication to customer satisfaction. By engaging with customers openly and professionally, you create a transparent and trustworthy online presence. Actively participating in these conversations not only addresses immediate concerns but also demonstrates your commitment to continuous improvement.
Your online reputation plays a crucial role in shaping customers’ perceptions. Cultivating a positive image requires consistent effort and genuine interaction. Take advantage of the opportunity to turn negative experiences into positive outcomes, and leverage positive feedback to showcase the strengths of your business. By embracing this approach, you not only enhance your business’s reputation but also foster a loyal customer base that values your commitment to excellence.
