How To Manage Your Google Reviews

As a business owner today, you understand the importance of having good customer reviews online. Customer reviews play a big part in creating a good reputation for your business. Reviews can give a person a general idea of the quality of a product or service. Reviews can also reveal how a company resolves any mishaps that come up. They can influence someone’s decision to buy your product or use your service in an instant.

Think about it: as a consumer yourself, how often do you check the customer reviews before buying a product online? Do you scan through reviews and star ratings before trying a new restaurant? When you’re looking for a new mechanic, doctor, lawn care service, or tutor for your kids, don’t you check the customer reviews for any potential red flags? 

One of the most popular platforms for customer reviews is Google. Google is the world’s most popular search engine. And if you have a physical store or location, people have the chance to read previous customer reviews on Google Maps when they’re getting directions to your place. It’s important to make sure your Google reviews are representing your company in a good light. 

Here are some tips to help you better manage your Google reviews:

How to reply to reviews?

Remember, users can leave public reviews for businesses on Google Maps. Google prohibits reviews that are off-topic, get too personal, are irrelevant to the topic, have explicit content, or include defamatory language. Their policies help prevent spam, but they also help keep reviews fair and helpful for other customers.

To read and reply to reviews, you can use Google Maps or your business profile on Google My Business. If you’ve never replied to reviews before, you’ll have to verify your business listing on Google first.

1. Using Google Maps

From your computer:

1. 1. After your Business Profile is verified, go to maps.google.com.
   2. Enter your business name and press Enter, or click on Search.
   3. Click on Reviews.
   4. When you find a review you’d like to reply to, click Reply.

On mobile:

1. 1. After your Business Profile is verified, open the Google Maps app.
   2. Find your business name using Search, OR tap the three horizontal lines Menu icon in the top left. Tap Your Business Profile.
   3. Tap Reviews. 
   4. When you find a review you’d like to reply to, tap Reply.

2. Using Google My Business

From your computer:

1. 1. After your Business Profile is verified, go to business.google.com and sign in.
   2. If you have multiple listings, look at the menu on the left and click Manage reviews. Then choose a location group. For a single listing, click Reviews in the menu on the left.
   3. When you find a review you’d like to reply to, click Reply.
   4. Write your response, then click Post reply.

On mobile:

1. 1. After your Business Profile is verified, open the Google My Business app on your device.
   2. Tap Customers, then Reviews.
   3. When you find a review you’d like to reply to, tap on it.
   4. Write your response, then tap Send.

Remember that your responses will be posted publicly as your business. They also may not show up immediately. The user who posted the original review will be notified of your response. They’ll get the chance to read your response, and edit their review if they like.

How to respond to negative reviews?

Sometimes you’ll find that it’s necessary to respond to a negative review. The right response can clear up confusion, give context to the situation, fix a problem, or remind customers that there’s a real person behind the review response. 

When responding to negative reviews, remember these tips.

1. Read the review and assess the situation

Why is this customer upset? What happened? Where was your business in the wrong, or what caused miscommunication?

2. Be polite, honest, and apologize

Sometimes that’s all a customer wants: a genuine apology that they had a bad experience. 

3. Explain what happened

If your business made a mistake, own up to it, but don’t take responsibility for things that happened that were out of your control. This is your chance to clarify the situation and any business policies that were involved for other customers who read your reviews. 

For example, if you run a local sit-down restaurant that serves a different buffet-style menu during special holidays, perhaps you received a few negative reviews for customers who weren’t aware of the change, or customers who wanted a dish that was unavailable. In your response, you might apologize for the confusion and pledge to make the different menu information more visible in the future (announcing it on your website and social media, writing it on a sign outside the restaurant, and training your staff to inform patrons right away.)

4. Don’t get angry and don’t get personal

One of the worst things you can do is let emotions affect your response. However unfair a negative review might be, it’s your job to reply professionally and courteously, just as you would in person. And never share personal details of the reviewer or of their situation. To fully resolve the situation, offer your contact information and/or follow up with the reviewer offline. That shows that your reply to their review isn’t just for show.

5. Respond to positive reviews, too

Don’t forget to respond to positive reviews, too! Thank your happy customers for taking the time to write a review. Greet them by name and customize each response. Your responses don’t have to be long, so taking the time to personalize each shows that you care.

Managing reviews is worth it

Managing your Google reviews is a lot of work, but it’s essential to your business’ online reputation. Remember to handle negative reviews with care and take the time to reply to positive reviews. Respond in a timely manner, and write each response as if you were talking to them in person. Your hard work will pay off for your ratings, brand reputation, and customer loyalty.