How to Answer To Google Reviews
Last year, a survey establish that 60% of consumers viewed at online reviews at least once per week. The survey also revealed that the buying decisions of over 90% of these users were affected by online reviews. When people use Google, online reviews also influence how businesses are rated and where they show up in a search.
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If
you are not sure how Google reviews work or what they say about your business,
you might want to search for your business online or your local competitors
business reviews. When you have reviews and if they are not current, then you must
respond to them.
To
do this, first you’ll need to register and verify your business with Google,
which you can do by going to "Googlemybusiness.com". Once registered, you will be
able to access your Google My Business page, check reviews and react to them.
How to React to Google Reviews
You should always answer,
whether the review is positive or negative. Your replies should always be
professional, even if the reviewer is respectful. This is because your replies
are seen by everyone who looks up your company on Google and what you say in
them says a lot about your company. Carefully shaped responses to reviews can increase
your reputation, even if the review is negative, making you appear frank,
trustworthy and reliable.
To Help You to Answer, Consider the Following:-
Ø Try to Reply as Soon as Possible
Google reacts positively when you do so
and more importantly. This shows that you care about what they consider and are
listening to them.
Ø Thanking the Customer is a Good Way to Start your Reply
Thanking is a good way and recognizing
that they have taken the time and made the effort to leave feedback.
Ø React to the Customer’s Specific Comments
Don’t just response with a basic ‘Thank You’
statement. This might contain repeating their positive comments, to strengthen
them in people’s minds.
Ø End your Answer by Asking Whether There is Anything else you could have Done
Ask whether the customer has any
recommendations? Even if you have had a positive review, it determines that you
care about your customers and helps build up a relationship between you and
them.
Ø Your Replies can be a Marketing Tool
Think
about adding keywords that stimulate your business or let customers know about
something new you are doing that they may not be aware of.
How to Answer to Negative Reviews
Negative reviews unfortunately
happen but shouldn’t essentially be seen as a bad thing. Presenting that you
have dealt with an unhappy customer’s complaint in a suitable and professional
manner showcases you in a good light. It may also lead to a positive follow-up
comment by the same customer.
For negative feedback,
follow the same strategies stated above. Remember to say sorry, even if you
think the comments are baseless. Don’t become angry or hostile in your
responses, as this will not show your business in a good light and may well frighten
other customers from using your services. If you feel a review is unsuitable,
check it against Google’s guidelines you may be able to report it.
Once
you have replied, think about whether there are changes you need to make to
your business procedures to stop other, similar negative reviews. If one person
has made an objection and you have dealt with it well, other customers are
likely to give you the benefit of the doubt.
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