Over 85% of customers say they are more likely to use a business that responds to their online reviews. This is because it makes a business seem more genuine and interactive with its customers.
But how should you respond to Google reviews? It is vital that you get it right, as this can affect both your offline and online reputation. Don’t worry; this article is here to give you some pointers on how to respond to a Google review.
We talk about the tone of your responses and how to focus on key points when replying. We also talk about time frames for responding and how to keep it concise. Let’s get into it!
Always Show Appreciation
Whether you receive negative or positive Google reviews, always show your appreciation. If a customer gives you feedback, this is an opportunity to show you value and respect your customers.
Having a positive tone when you respond to reviews will help you build a good online reputation. When responding to negative feedback, make sure to apologize and show understanding.
If possible, sign a name to the review. This makes the response seem more personable and real.
Tailor Responses with Details
When you respond to reviews, make sure that you get specific with your answers. Don’t use generic statements, which will make your responses seem less genuine. Try to pick out comments from the client’s review, and focus on those to show that you have read them.
If a customer mentions a particular service that you offer, mention it in your response. Not only is this good for SEO, but it will highlight key offerings in your business.
If you have received a negative review, this is a chance to highlight how you intend to improve. If they talk about slow service, give details about how you are going to speed it up and do better next time.
Respond in Good Time
Responding to your reviews in good time is crucial. This is especially important with negative Google reviews. The longer you wait to respond, the worse it will reflect on your business.
Try not to leave it more than a few days to respond, no more than a week if possible.
Make sure you keep your responses concise. If you are responding to a negative review, then if it is too long, you may come across as defensive. Focus on the key points you want to get across without getting too emotional.
If everything you want to say will not fit into a response, offer to talk to the customer. Giving the option to talk over the phone or face-to-face is more likely to lead to a positive result.
Respond to Google Reviews Effectively
When you respond to Google reviews, make sure that you reply in a way that will boost your online reputation. Take the time to show how much you care about customer feedback. Be genuine and thoughtful in your responses, focusing on key details.
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