Your reply will become viewable on Google immediately and the person who left the review will be notified shortly thereafter. This helps a future customers understand the context of any review while also allowing a business to rectify issues with valued clients! Most local experts agree that a business should reply to all reviews, although responding in the correct way is just as important.
Tips Responding to Customers on Google
Responding to positive and upbeat reviews is the easy part. A quick thank you, recommendations for future visits, and other relevant comments can go a long way in keeping a customer loyal while also showing future customers they’ll be appreciated. While you should respond to every good review and make sure that it’s authentic, not all responses have to be long. In fact many can’t without sacrificing being genuine. Encourage further engagement with the customer by asking them to post photos, follow updates, or future events. Remember though, as Google says “Be a friend, not a salesperson”, make sure the review stays relevant and concise.
The lower and critical reviews that can be difficult to respond to! Doing so is critical for customer retention and reassuring potential clients. No business can avoid negative reviews, but they can make the best of them.
Use these chances to show one’s commitment to improve their experiences, respect for customers and their criticisms, and willingness to admit when a mistake occurred. Any customer likes to see they matter, by acknowledging something happened and that it was fixed one can keep a customer while reinforcing why a new customer should choose them. Staying composed and respectful in critical reviews is a must.
When responding to reviews one should make sure not to do things against Google’s Policies and Guidelines. Check out their User Content and Conduct Policy. This means never share personal data or details, ever! Also always keep language respectful for all audiences, regardless of your target audience. Never get hostile, demeaning or attempt to bully a reviewer. Check out Google’s Help page for more help and tips responding to reviews!
WARNING: Again make sure not to break Google’s Terms of Service, if you sale/advertise heavily regulated material please review it in detail! Google forbids “. . . content that facilitates the sale of regulated products and services, including alcohol, gambling, pharmaceuticals and unapproved supplements, tobacco, fireworks, weapons, or health/medical devices.” (Google User content and Conduct Policy)