Google reviews

In today's marketplace, customers rely upon reviews to know about businesses, and the local consumer review survey by BrightLocal has shown that 63% of people use Google as their primary site to read them.

When someone searches for your business on Google, there's a good chance your Google Maps listing will display prominently on the search engine results page. A star rating appears as part of your listing, and when users click on these, they will be taken to a page where they can see all of your Google reviews. Not only can people see every review that's been submitted, but they also – more importantly – have the ability to see every comment you have made in response.

While taking the time to read reviews is essential, it's also important to respond to them accordingly. Some businesses don't respond to Google reviews because they feel like it's not worth the effort, but there are many benefits to replying and staying in touch with your customers.

Why should you respond to Google reviews?

Responding to Google reviews is one of the ways to outshine your competitors online. Google reviews have become more prevalent in recent years because they can affect search rankings, business reputation, and overall perceptions. In this sense, responding to Google reviews could lead to an increased volume of positive feedback from your satisfied clients, help you win over new customers, and improve your search ranking.

Moreover, people don't just read reviews; they also read businesses' responses to them. Responses are all about taking control of your business's public-facing content, so when you respond to Google reviews, you are also showing your customers that you care for them.

How to respond to Google reviews

Now that you know why responding is essential, it's time to know how to respond to Google reviews and, well, start responding. So how exactly do you do that? - through Google My Business.

Your business can actually be listed on Google and may be collecting reviews without you even knowing it. This is because a Business Profile (your Google listing) is essentially just a place on Google Maps—which anyone can create. It's only once you claim your Google listing by verifying ownership of your business that you can respond to reviews and control the information displayed on your listing.

That being said, provided you have a Google My Business account, log in to your account, and you'll see a reviews tab in your dashboard where you can respond to your Google reviews.

How to Respond via Google My Business on Desktop

Go to your Google My Business Dashboard ( https://business.google.com ).
Click on the correct location (if you have multiple locations).
Click on the menu and select "Reviews."
Click "Reply."
Once you've written your response, click "Post reply."

How to Respond via Google My Business on Mobile

Open the Google My Business app ( App Store ).
Tap "Customers."
Tap "Reviews."
Tap the review to which you'd like to respond.
Once you've written your response, tap "Send."

How to respond to a positive Google review

Positive reviews won't drive your customers away as bad reviews do. So why respond? The short answer is - responding to a positive review directly translates to seizing an opportunity.

Responding to positive reviews is also a great way to support your marketing efforts, build customer loyalty, and call more attention to the significant parts of your customer experience.

Say thank you

If a customer pays you a compliment in person, the most natural response is to say thank you. The same goes for good reviews.

Show appreciation for the customer who took the time to share their positive experience. After all, great reviews and high ratings serve as powerful social proof for attracting new potential customers and influencing their decision-making process. Your customer just did you a solid.

Some things you can say:

"This review made our day!"

"Thank you so much for taking the time to leave us this amazing review."

"We are so grateful for your kind words. Thanks for sharing your review with the community and us."

Reinforce the positive

Often, positive reviews cite specific things that the customer liked best about their experience. Identify them — then mention them in your response. This lets you do some subtle reputation marketing and hype up a specific product, service, or feature.

In your response, explain that the delicious red velvet cupcakes they loved so much are actually from your mother's old recipe, let them in on how you grow your own rocket lettuce, and tell them that others have also commented on the fantastic views from the cliffside swimming pool.

Pass along the compliment

When the customer mentions someone who works for your company by name, always pass along the compliment. For example, if a customer wrote, "Your assistant, Anna, is always super helpful and clear," reply by saying something along the lines of: "I'm so glad you like Anna's work! We'll pass along the kind words."

Responding to reviews is a way for you to share the best feedback you get and make it a point to let your teams know when they're doing great work and call out your superstars.

How to respond to a negative Google review

Receiving a bad Google review can create the feeling of a pit in the middle of your stomach. Even though it can be tough to read how you've disappointed a customer, behind each bad Google review is a human hoping to be heard.

Handling a negative review is all in how you respond. According to BrightLocal, 70% of people are more likely to use a business that responds to negative reviews.

When responding to these reviews, a timely response is key – ideally within a week. As much as it can take some serious mental energy to draft a thoughtful reply, you need to reply quickly.

While tackling one-star ratings can be stressful and time-consuming, you’ll find a few tips to help with drafting a well-thought-out reply.

Apologize and focus on the solution

This is the most important part of your reply. Acknowledge what happened and apologize for it. Thank the customer for taking the time to share their experience, then get to work on offering a solution.

Some things you can say:

"We apologize for your experience. Please send us an email and we'll get this sorted out for you."

"We're sorry for the inconveniences you experienced. We take your complaint very seriously and are working to make sure it doesn't happen again."

"We're sorry to hear that our staff was not able to give you the care you expect. We will be in touch with you shortly to follow up on your feedback and discuss possible solutions that may be of benefit."

Take action by offering amends

When dealing with negative feedback, try to avoid cookie-cutter responses that do not resolve or address any specific issues raised in the review. Include details about the customer's experience in your response (when relevant), and communicate any changes or improvements you have made or will make due to their feedback.

How you choose to respond to an unhappy customer can either instil or remove confidence for readers that you care about your guest's experience. You may have heard the saying, 'people will forget what you said, they will forget what you did, but they will never forget how you made them feel.' Always think about the feeling you want to leave people with as you respond to reviews.

Should you respond to every review?

What is the ideal response rate? Should your business respond to every single Google review that comes in? It depends. There are many factors you should take into consideration.

In general, it is always best to respond to every review - both the good and the bad. In fact, most customers expect businesses to reply to their reviews. Responding is an acknowledgement of their opinion and shows that you care about them. However, if you're receiving a high volume of reviews, responding to every review may not be the best option.

You've just finished business with a customer, and they've left you one of the best reviews you've received on your Google My Business listing. Congratulations! Pat yourself on the back because you've earned it.

Now, what do you do? Do you toss this accomplishment under the rug and move on to your next business pursuit? You could, but you'd be doing yourself a bigger favour if you lingered on that positive review a little longer.

Every excellent review you receive is free publicity to boost your brand name and generate more leads for your business. One of the most incredible tricks in the trade you can pull to capitalize on this excellent customer feedback is by showing it off to your audience, especially on vast networks like Instagram.

Yes! Sharing your Google review on your Instagram profile can help boost your online reputation. According to the findings in the annual Local Consumer Review Survey by BrightLocal, 91% of consumers trust a local business more if they have positive reviews.

Building Social Proof on Instagram

Instagram is a social media platform where users can share images and videos. Its user base is one of the fastest-growing in the social media world.

Instagram's primary advantage over other social media platforms is its visual nature. If you have a business that benefits from the design of your product or if you have a service that has a visibly noticeable end result, Instagram is the best platform to showcase that content.

Building social proof on Instagram is important to help people see that your business has a following and it's not just you. You can do this by posting photos of customers with reviews for your business. This will make it easier for people to find your review on Instagram if they are looking for reviews from that area.

So how exactly do you post Google reviews on Instagram? Here are a few ways to do it:

How to post Google reviews on Instagram

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The importance of brand reputation should never be underestimated, and if you're looking for ways to improve your business's reputation, one way to do so would be to get more Google reviews.

Google reviews are powerful. They help your future customers decide whether to buy from you, and they improve your SEO performance by giving people a better shot at finding your website.

People want to see a business that has collected around 40 reviews before they believe the star rating, so you want to make sure you collect a decent number of reviews. There's safety in numbers for consumers, and the more happy customers they see you've helped, the more confident they'll feel choosing you. Think about it, ten 5-star reviews are less convincing than 200 reviews with a 4.9-star rating, right?

Besides the quality and quantity of reviews, how recent they are is also super important. Research from BrightLocal discovered that 85% of people don't think reviews older than 3-months are even relevant!

The key takeaway here is to get more Google reviews consistently. Doing so will tell a more compelling story and give people the confidence to do business with you.

Collecting more Google reviews comes down to asking for them. This might be when you're talking face-to-face with a customer, by email, or simply via signage displayed in your business.

A Quick Note on What NOT to Do

In your enthusiasm to collect a heap of Google reviews from your happy customers, you might find yourself inadvertently violating Google's term of service - which is one way to get your Google my Business profile banned. So, before we jump into the best ways to get more Google reviews, here's a rundown on what not to do:

Do not spam your customers

When you ask your customers for reviews, make sure you're not doing in en masse and sending a bulk email to your entire mailing list. Although Google allows businesses to ask for feedback, soliciting reviews from customers in bulk is against their terms of service.

Do not offer an incentive

Many business owners are enticed to give an incentive for customers to leave a review. Sure, it can be tempting to offer something to say thank you, but this is not recommended as it can be considered bribery and may violate Google's terms of service - resulting in them flagging your Google review.

Do not cherry pick

We get it. Even the most customer-focused, ethical businesses will occasionally come across someone they simply can't please. However, Google has strict terms of service against businesses that try to cherry-pick reviews. Prohibiting negative reviews or selectively soliciting positive reviews from customers is not permitted.

Do not use staff and family

When trying to get more Google reviews, avoid asking your staff their opinion. In Google's terms of service, posting content about a current or former employment experience is strictly prohibited as it falls under a conflict of interest.

Moreover, asking for reviews from your staff and even your family will only result in biased reviews, which you don't want if you're trying to build up your reputation.

Best Ways to Collect Google Reviews

Google has been cracking down on reviews, and this is because they want people to trust that the review and opinion left by another person is one hundred percent true and unbiased. Nevertheless, there are a few ways to collect them without risking the chance of getting banned by Google.

So, what's the best way to get more Google reviews? We've compiled a list of 8 proven - and easy - ways to collect them from your customers.

1. Make it easy

The first step to getting more Google reviews is making it easy for customers. To do this, make sure you have a simple and efficient process in place that makes the review process as seamless as possible. Ask for reviews in highly visible areas to customers, such as having a link on your website or app that will lead them directly to your Google reviews page - and make sure there's a clear call to action for them to do so.

2. Add a link to your email signature

If you are looking for an easy way to get more Google reviews, adding a link in your email signature is one of the best ideas. Adding a link to your email signature will remind people that they can leave you feedback, and you are making it possible for them to give reviews on their own time.

3. Include a direct link on your link in bio URL

Consider including a link on your bio link on your LinkedIn, Facebook and Twitter bio URLs - and it should directly lead your customers to your review page on Google. By doing this, you can make it easier for them to leave you reviews.

4. Add a QR code to signage and marketing collateral

If you have a brick and mortar location, consider adding a QR code to your signage or marketing collateral. Adding a QR code provides a quick way for your customers to find your business on Google, review them, and even upload photos of how they're enjoying your product or services.

5. Explain why you're asking

When people are asked to do something, they will instinctively start thinking of reasons not to. Thus, before sending your request for Google reviews, make sure to explain to your customers why you're asking for it and what will happen if they don't respond.

This is important because it shows that you care about your customers and their insights - encouraging them to give feedback for your business.

6. Position it as asking for feedback

By asking your customers for feedback, you're letting them know that you're interested in hearing their thoughts - beyond simply collecting marketing material.

A lot of people are afraid to ask, but if you're asking, "Did this help?" or "How can we make this better for you?" then they'll feel okay about giving you feedback. The key on how to get more Google reviews is positioning it as a question instead of an order.

7. Make it personal

We all want to feel heard and appreciated, and your customers are no different. Giving them a voice is the first step to building brand loyalty.

Take an honest approach when asking for Google reviews. Be polite but also genuine about why you are requesting them so that the customer can see how much you care for them.

8. Make it meaningful

After your customers have left a review, show your gratitude by thanking them and also asking if there is anything else you can do for them. This will make the customer feel valued and will more likely return to your business.

Lastly, acknowledge your customers' Google reviews in planning to provide a better product or service in the future. There's no point in asking for a review if you're not going to use the feedback. Be proactive to customer feedback so you can use it to improve your business.

Final Thoughts

Reviews are undeniably important because they can improve your brand reputation and show potential customers that others have had good experiences with your business.

If you're not asking your customers for reviews, then they may never know what others think about your products or services. Use these 8 easy steps to get more Google reviews and improve your brand reputation today!