How To Respond To A 1-star Review On Google

How to answer to both positive and negative reviews

Customers can leave reviews many places online, including on your gratuitous Business organization Contour on Google. Reviews are important to both businesses and customers, and offer a bully opportunity for businesses to engage with customers and build loyalty.

This lesson covers all-time practices for responding to the reviews customers leave for your concern online.

Customer reviews, and your responses to them, are visible on your Business Contour on Google.

Why responding to reviews is important

Every bit a business concern, y'all probably read your online reviews to keep up with how customers are perceiving your business. You'll besides want to answer to some of them, both positive and negative.

According to consumers, businesses that answer to reviews are seen every bit i.7X more than trustworthy than businesses who don't (76% vs. 46%)¹. Non just does responding to reviews support trust-building, it also gives you lot an opportunity to humanize your business organization, show customers yous care, and demonstrates professionalism.

When responding, keep in mind that your responses are public for everyone to read. You lot'll want to keep your message short and courteous (even if you disagree with the reviewer), and avoid getting also personal or being salesy by offering incentives or advertisements.

According to consumers, businesses that answer to reviews are seen as 1.7X more trustworthy than businesses who don't.ⁱ

Merits your Business Profile to respond

If y'all want to answer to your reviews on Google, you lot'll first need to claim your Business concern Contour. You lot'll so have access to respond publicly to your reviews.

How to respond to good reviews

For positive reviews, y'all don't demand to reply to every reviewer, just a "cheers" is frequently appreciated. You can also employ your response to share new or relevant information, but don't make information technology too sales-focused—they're already a happy customer.

Here are some examples to get you started:

• "Thank you! We promise to encounter you once more before long."
• "Thanks for sharing your experience."
• "We're thrilled to hear you enjoyed your feel."

How to reply to bad reviews

Negative reviews can sting. While nobody wants a negative review, well-nigh businesses will receive one at some signal. Hither are some tips on replying to negative reviews:

• Respond in a timely way. Customers will capeesh a prompt response.
• Stay professional and courteous. Never lash out and avoid taking the review personally.
• Understand your customer's experience with your business organisation before responding. If someone mentions a problem with a product or service, investigate to see what may have gone wrong. Exist honest about mistakes made and steps y'all've taken (or volition take) to remedy the situation.
• Apologize when appropriate but don't accept responsibility for things that weren't your fault. Bear witness compassion and empathy for the client.
• Offering to talk it over. If this is the outset you're hearing of the complaint, invite the client to electronic mail or call so that you can endeavour to sort out the thing with them.
• Show that you're authentic and genuine. Sign off with your name or initials to evidence you're taking the affair seriously and that a real person is listening.

Need some additional inspiration? Let'south take a await at some examples of thoughtful responses to negative reviews:

• "Thanks for the feedback, Thea. I'g sorry to hear that you had to wait longer than expected for your table. Our goal is e'er to seat customers as apace as possible and we are ever working to make our process fifty-fifty more efficient. We hope to have the chance to serve you again. - Sam (possessor)"
• "Hi Priya - I see you left a 1 star rating, but no details near your feel with united states of america. I would dearest to hear more well-nigh how we can serve you better. - K.L. (atomic number 82 stylist)"
• "John, thank you for bringing this to my attention. I looked into it and you are completely right - it took u.s.a. 3 days to render your gauge, which is entirely likewise long and not in line with our promise of a 24 hour turnaround. This is non how we do business organisation and we would appreciate the chance to make it up to you. Please give me a call directly. - Maria (manager)"
• "Thanks for stopping by to bank check out our store! We exercise offering discounts a few times a yr, which might bring our prices closer to the range you lot are looking for. Please join our mailing list if you'd like to be notified about our sales. - Joe (clerk)"
• "Javier, I'm sad to hear that you were frustrated by our 15-day render timeline. Unfortunately, nosotros cannot change this policy, but we do try to get in articulate with signs in shop and on our website so that it won't exist a surprise to our shoppers. We promise you'll shop with us again. - Sandra"
• "Oh no! We want your new plants to thrive when they get home. I'd exist happy to share some tips on watering and placement if you lot want to requite me a call. And, of course, nosotros stand up by our xxx-solar day happy plant policy if you'd prefer to supplant them. - S.M."

While you lot may want a negative review to disappear from your Concern Profile, Google won't remove a review unless it violates our content policy by including something similar imitation, illegal, or offensive content. If you feel information technology does, you can always flag it for Google to investigate.

Acquire from your feel and show customers you intendance

In full general, responding to reviews — positive and negative alike — shows y'all're an engaged business concern possessor who cares non merely about your business, merely about your customers, too.

We all desire 100% of our reviews to be positive, but even the best-run, about customer-focused businesses volition receive bad reviews from fourth dimension to time. When a negative review comes in, employ information technology as a learning experience for how to improve your business in the future and how to showcase your responsiveness. Answer calmly, honestly, and openly. The style you lot respond to a negative situation can reflect positively on your business concern, and a thoughtful post-review interaction tin even encourage the client to update their review.

Need more assist getting started with responding to reviews on Google? Learn more.

TAKE ACTION

Tips for responding to customer reviews

Customers can leave reviews many places online, including on your Business Profile on Google. How you lot reply to reviews, peculiarly negative ones, reflects on your business, so it's important to respond thoughtfully.

• Say thank yous

• Respond in a timely mode

• Stay professional and courteous

• Understand your customer's experience with your concern

• Apologize when appropriate

• Offer to talk information technology over if a customer has a complaint

• Show that you're accurate and genuine by signing your name or initials

Source: https://smallbusiness.withgoogle.com/free-google-training/how-to-respond-to-google-reviews/

Share this post