When you search for a business on Google, you’ll likely see a section on the right-hand side of the page that says “Reviews from the web.” This section includes a rating (on a star scale) and the number of reviews that Google has found for the business.
Clicking on the rating will take you to the business’s Google My Business page, where you can read the individual reviews. Scrolling down the page, you’ll see that there are five different types of reviews:
1. Positive
2. Negative
3. Neutral
4. Questions
5. Suggestions
In this blog post, we’ll take a closer look at each type of review and offer some suggestions on how to respond.
Positive Reviews:
Positive reviews are the type of reviews that all businesses strive for. Not only do they let potential customers see the good qualities of your business, but they also boost your business’s online credibility. When responding to a positive review, it’s best to thank the customer for taking the time to leave the review and for recognizing the quality of the business. Let them know that their feedback is appreciated, and that you’re committed to providing the highest quality of service.
Negative Reviews:
Negative reviews can be difficult to read and difficult to respond to. Before you respond, it’s important to take a few moments to evaluate the situation, so that you can respond with a level head. Start by addressing the customer’s concern. Let them know that you’ve heard their feedback and that you understand their dissatisfaction. Apologize for the experience and sympathize with the customer, as this will help to show that you care about their opinion. Finally, let them know that you’ll work hard to rectify the situation.
Neutral Reviews:
A neutral review is one that’s neither positive nor negative. The customer is either neutral or undecided about their experience. When responding to this type of review, it’s best to thank them for taking the time to leave a review and to ask them to provide specific feedback about their experience.
Questions:
Questions are common on Google My Business, as customers often have questions or inquiries they want answered before they commit to visiting or purchasing from a business. When responding to a question, start by restating the customer’s question, so that they know you understand what they’re asking. Next, provide an in-depth answer that covers all of the customer’s questions and concerns. Finally, provide them with a call-to-action if appropriate, such as inviting them to come in for a visit or to call if they need more information.
Suggestions:
Suggestions from customers act as invaluable feedback. It’s important to take the time to read through each suggestion and to thank the customer for their input. It’s also important to take the time to evaluate each suggestion and to determine if the suggested changes can be implemented. If so, it’s a good idea to thank the customer again and let them know that the suggestion has been taken into account. By understanding the five different types of reviews you can expect to receive on Google My Business, you can ensure that you respond in an appropriate way. Not only will this help to boost your reputation, but it will also let potential customers know that you take customer feedback seriously.
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