Can You Use Names of Employees in Google Reviews

Google Reviews: How to Respond to Positive and Negative Google Reviews (+nineteen Examples)

The ultimate DIY guide for responding to reviews on Google, Facebook, Yelp, and industry-specific review sites. Apply these techniques to impress your customers, encourage more Google reviews, and rank higher in local search results.

Every fundamental technique Widewail's review response team accept perfected over 500,000+ responses is explained below.

If you run a multi-location business, we've helped thousands of clients improve operational efficiency with our review monitoring and human being-led response managed services. If you demand a response program to scale, only besides look like a human is responding, we recommend you read The Pros and Cons of Google My Business organization Review Response Automation Software.

Bottom line:If you desire to learn how to respond to bothpositive and negative Google reviews, and why online review direction is integral to whatsoever digital marketing strategy in 2022 - you'll dear this guide.

Why are reviews important?

Consider your futurity customer

In today'due south marketplace, customers rely upon reviews to vet local businesses. In fact, 85% of customers trust online reviews every bit much equally a personal recommendation.

Permit'southward say that you lot're a consumer searching for a local car dealership. Y'all head to Google, type in a few keywords, and are faced with the following ii options.

Clearly, you're going to cull #1.

And you're not alone.

• Consumers read an average of x reviews before they feel they can trust a local concern (Brightlocal).

  57% of consumers volition only consider a concern if information technology is rated 4 stars or higher.

This last statistic is especially important to keep in listen. Did y'all know that in that location are sure search situations in which Google only displays businesses with ratings higher up 4.0?

See the example below:

While this might be frustrating for businesses rated 3.ix or lower, it makes sense. Google's best interest is to evidence searchers the results that are most likely to offering a proven proficient experience. That means businesses with higher ratings get a boost.

If your business doesn't take many reviews, potential customers will have less information to help them brand a conclusion near where to shop. Even worse, they are less likely to find your business concern in the first place.

"The prominence of reviews isn't particularly shocking, as it'due south a way for Google to crowdsource ranking factors, information technology'south hard to spam, and the most problematic type of abuse is illegal."

Source: Local SEO Guide

Run across these techniques in activeness. We found 19 unique review response scenarios from effectually the spider web to demonstrate review response techniques. Download the real-world examples guide.

Reviews dominate local SEO

In traditional SEO, reviews have a relatively modest impact on ranking. But local search is a different story. Reviews play an outsized office in local search rankings (specifically the Local Pack).

According to Moz, reviews are the second near important ranking cistron in 2020, moving up from tertiary, surpassing proximity. This change means the expected quality of experience (reviews) is more important than where the searcher is physically (inside reason). Because of this, review management should be a core function of your business concern's SEO strategy.

A great way to explicate this is what we call the "deli case" (illustrated beneath).

Say you are in a new urban center, it's lunchtime, and yous would similar to observe a good deli nearby. Y'all search "deli near me". Historically, Google would recommend the closest cafeteria first. In the case of this example, Deli A. Today, if Deli B has more reviews and higher ratings, Google will recommend Deli B first, in spite of the fact that the searcher will have to walk a few more than blocks.

A significant alter, the local business can now proactively influence search visibility for a wider geographic expanse, While the business organization has no control over where a search comes from, managing reputation data to influence search ranking is well within the business organisation's control.

If you lot recollect almost it from Google's perspective, it makes full sense. Its concern relies upon searchers being satisfied with the businesses Google recommends. How does it selection the best businesses to recommend? Reviews.

Always be listening

Reviews are an splendid source of feedback. Satisfied customers volition rave well-nigh the products they love, while unhappy guests will explain what went incorrect during their visit.That'southward right, fifty-fifty negative reviews can exist beneficial.

Customer feedback is a great style to improve your business organization offerings and monitor client experience trends over time.

Can you reply to Google reviews?

Yes. Every bit a business owner with admin admission to your Google Business Contour (formerly Google My Business concern/GMB) you lot are able to monitor and respond to customer reviews.

Hither's how you Reply to Google Reviews

1. Sign in to Google My Business past navigating to business.google.com

2. Select "Reviews" on left-side navigation

3. To respond to a review select "View and reply"

If yous would like to go a direct link to your review page that yous can share, go to business.google.com, and from your dwelling house page discover "Get more reviews" and select "Share review form" to access the link.

Why reply to reviews?

Now that we empathize why reviews affair, let's discuss why responses matter just equally much.

Review response is all almost taking control of your business'south public-facing content. While the internet tin can sometimes experience similar a one-way conversation, responding to reviews gives your business organization a vocalism.

Significant SEO Impact

Here are the review factors that influence SEO:

• Volume

• Rating

• Keywords

• Unique, up-to-date, and ongoing content

If you are interested in digging into this topic in more item, check out our guide:How Reviews Impact Local SEO.

Book

More reviews will enable your customers to get a better agreement of the experience they can await to have at your store. Responding can boost this event, the Harvard Business organisation Review finding in arecent studythat businesses who reply consistently become 12% more than reviews.

Worried about a negative review? A pile of new 5-star reviews will help drown out an isolated negative experience. Potential customers are looking for trends, not individual situations.

Review volume also keeps your information electric current. Co-ordinate to BrightLocal,twoscore% of customers only take into business relationship reviews written in the prior two weeks. Considering that this statistic increased eighteen% from the yr prior, nosotros think this trend will continue.

An even more than reliable way to get more reviews is through our review generation productInvite. Y'all can employ Invite to asking reviews from individual customers via text, or you tin can sync it upwardly with your point of sale organisation to reach all of your customers automatically.

Rating

Your online business rating is likely the showtime quality indicator your potential customers will run across. At a minimum, a rating higher up 4.0 should be your target.

This will go you by the first round of cuts. Generally, iv.0-iv.5 is good and 4.5-v.0 is the top of the pack.

Keywords

This is whereGoogle review managementreally comes into play. Yes, your customers' reviews volition sometimes contain keywords, simply responding gives you the hazard to ensure Google knows exactly what your business is near.

Relevant keywords to consider in your review responses:

• Business organization name

• Location

• Products

• Services

Compare these two responses. Which ane has a better SEO value?

Both are pleasant, merely number ii also provides Google with helpful information. The 2d response lists the accurate name of the business and the total product name. The customer mentioned "Prime number Toyota", but the complete business organisation proper name is "Prime number Toyota Boston." Past responding, Google now has admission to the proper name.

Unique, up-to-date, and ongoing content

To Google, a strong indicator of a healthy and active business is new content on a consistent basis. Responding to reviews volition effectively double your GMB content activity.

"Among consumers that read reviews, 97% read businesses' responses to reviews." Source: Brightlocal

The "Adult in the Room" Theory

By actively participating in your business'southward review conversation, you are likely to see a drop in brusk, negative reviews. If a customer know that the manager is likely to read and respond to their review, they will be less likely to leave a lilliputian negative review. The remaining negative reviews volition provide feedback for your squad or an opportunity to remedy a poor situation.

Place and Solve Problems Early

Conventional wisdom says addressing a problem is better than letting information technology fester. Reviews are no dissimilar.

In our feel, dealing with a client frustration head-on equally quickly as possible is most probable to atomic number 82 to a positive outcome.

Furthermore, responding to reviews demonstrates to time to come customers that if they patronize your business concern and have a problem they can look prompt customer service.

Amend customer service = happier customers!

viii Types of Review Responses

Types of Review Responses:

• No response

• Negative-negative response

• Barely-there response

• Spellcheck response

• Robo response

• Eager-beaver response

• Keyword-less response

• Widewail response

1. No Response

Coming in dead concluding: no response at all.

Reviews stack up without acquittance. Hundreds of customers go unthanked. Rude language and misinformation remain online. All in all, ignoring reviews makes it look like the company doesn't care about its guests or its reputation.

2. The Negative-Negative Response

The positive reviews go the attention they deserve, just negatives go overlooked.

This might exist the worst message to ship potential customers: that guests without complaints will be treated with kindness but those looking for help volition be ignored.

Even beyond customer service,negative reviews provide valuable information to businesses near how they can improve. The only affair worse than ignoring negatives is responding to them in anger. No affair what the review says, answering in an aggressive tone makes the company seem picayune and volition invite a very public client service burn.

3. The Barely-At that place Response

One step higher up ignoring reviews is responding with as little effort as possible. Each positive review receives the same "Thanks," while unhappy customers are provided a full general email accost where they can ship their feedback. At least in that location is an respond, only no one believes that anyone from the visitor is actually concerned about resolving their patrons' problems.

four. The Spellcheck Response

Even a response that contains corking content can exist ruined with grammar issues, incorrect spelling, and awkward prose. Mistakes like these, specially ones that would be fixed with a elementary proofread, paint the visitor in a very unprofessional lite.

If the concern doesn't care virtually the details when information technology comes to communicating with their clients, will their care about the details when it comes to their service?

5. The Robo Response

It's obvious that these responses are copied and pasted from a template, or otherwise written past a machine. While detached responses might seem similar the about professional person option, they may further upset unhappy customers.

These dissatisfied guests are looking for answers and they want to speak to a real human, not an automated message.

Future customers might be turned off besides, believing that the service they can wait in person will exist as cold as the interactions they viewed online.

Read the pros and cons of anautomated vs. managed servicereview response solution.

6. The Eager-Beaver Response

We know that businesses are enthusiastic about their customers, simply it's possible to go overboard when information technology comes to answering online review.

All-caps paragraphs running longer than the review itself, multiple thank yous, excessive emojis and exclamation points all will exist overwhelming to the reviewer. Customers should be treated with respect, not pandered to.

7. The Keyword-Less Response

This response meets all the basic requirements, merely it's missing a huge opportunity: SEO keywords.

Terms like the dealership proper noun, car makes and models, and services offeredhelp increment the visitor's rank in local GMB searches. While not necessarily bad in terms of client services, these responses aren't doing anything for SEO optimization.

8. The Widewail Response

Finally, the all-time selection: aresponse written past experts.

Like shooting fish in a barrel to read,professional person with a personal affect, packed full of SEO terms without being clunky. This is the response which will thank current customers properly, boost the visitor site'due south ranking with the GMB, and encourage potential clients to give the business a adventure. We also know whatnot to do.

Best of all, it requires no additional attempt from the team assisting guests in person. They can focus on their job, knowing that their clients volition be well taken intendance of even after they leave the store.

Read more about the tactics used by the Widewail team when responding to positive and negative reviews in the upcoming sections.

All-time practices for responding to positive reviews

How to respond to positive reviews:

• Piece of work keywords into your positive review responses

• Utilize the customer's proper noun

• If a customer mentions a production, repeat it in your response

• Mention additional products you sell

• Share your company values

No big surprise here - your concern should be responding to all positive reviews. A mutual mistake is to respond only to unhappy customers. Operationally this makes sense, but because Google tends to favor reviews that are engaged with, by simply responding to negative reviews you run the run a risk of pushing that content to the height of your page. Avoid this by responding to all of your customers.

Positive reviews are a style to engage with happy customers and go on the conversation going after the sale. A positive response to a positive review will go out a good impression on the customer, leading to a higher probability of repeat business.

Piece of work keywords into your positive review responses

As mentioned above, a positive review response is an obstruction-free opportunity to add relevant keywords to your GMB (without keyword stuffing). Local business keywords are generally business organization name, location, products, and services.

Utilise the client's name

Calculation the reviewer's name to the response is an easy personal touch.

If a customer mentions a product, repeat it in the response

If the customer mentioned the make or model of the vehicle they purchased, exist sure to include it in your review response. If you lot aren't certain which vehicle the customer purchased, don't guess!

*Note - It is common for reviewers to utilize autograph versions of the model they purchased (i.e. "2019 Civic"). Your response is an opportunity to include the full keyword prepare, "2019 Honda Borough."

Mention other products

Another way to make the most out of your review response is to mention other products the customer could potentially purchase in the hereafter.

Alarm: it tin be easy to go overboard when adding keywords. Make sure you are confident that the additional product yous are recommending is useful to the reviewer.

Share your visitor values

Identify some of your business's core values. For case, your concern may pride itself on offering a transparent and stress-free shopping experience. Utilise the review response as an opportunity to communicate that to time to come customers - the people reading your reviews!

Other tips

• Avoid repetition whenever possible. While information technology's challenging to come up upwardly with different ways to say essentially the aforementioned thing, variety is key to providing personalized service to your customers.

• 1 simple way to vary review responses is to switch between "I" and "nosotros." For example, "I am glad to hear that you lot had a good experience" vs. "we cheers for sharing your positive experience."

• If a customer indicates loyalty or repeat business in their review, acknowledge that in your response.

• Positive review responses should e'er be conversational. Anyone reading the response should be able to tell information technology was written by a existent person. This is particularly important to remember when including keywords. While you want to get the most SEO benefits possible, make sure that your responses are tasteful above all else.

11 Positive Review Response Examples

We've collected a handful of examples on how to respond to positive Google reviews. These examples are existent customer reviews and responses sourced from Google.

We've tried to select a multifariousness of scenarios.

Why it works

This response checks the boxes for nearly all of the positive review response tactics:

• It's personal, repeating the name of the employee listed in the review

• It reiterates the visitor values mentioned by the reviewer, such as timely communication and professionalism

• It includes the shop proper name and a prompt for the reviewer to come back for another service.

Finally, an accent is placed on saying thank you.

Remember, customers with positive experiences have limited motivation to post a review, so it is of import to show your appreciation.

What y'all should steal: The line "give thanks yous so much for sharing" is an awesome fashion to acknowledge the extra effort this customer put forth on the business'south behalf.

Why it works

As yous can see in this response, commenting on how a positive review "makes our twenty-four hours" is a nice personal touch.

What you should steal: The words "fantastic" and "grateful" are descriptive adjectives to consider.

Most importantly, all the nuts are covered: the client proper noun, the store name, and the product name are all mentioned.

Why it works

When customers make a successful purchase, especially a large purchase such as a motorcar, they often have a sense of accomplishment.

Engage with this emotion by offering your congratulations.

If a customer offers praise of a specific employee, use information technology equally an opportunity to repeat their compliments and reinforce that, yep, this person is great. It'southward not a stretch to assume time to come customers will await at Luis every bit an example of the customer service they can await from this concern.

Why information technology works

In their response, the business suggests that they have a daily service goal.

This is an splendid way to reinforce that time to come customers can expect a similar experience, no matter when they choose to patronize the business.

What y'all should steal: "Validating" is a bully discussion to suggest that positive reviews are more than a sign of financial success; they are a personal success every bit well.

Why it works

Starting your response with a quote from the original review is a keen way to highlight the most flattering piece of the review.

Because this concern answers reviews on a consequent basis, they can conclude with the notation "this holiday flavour."

What yous should steal: time-specific sign-offs are a good fashion to personalize responses.

Why information technology works

This customer mentions they traveled a long distance to visit the dealership and the response acknowledges their additional attempt.

Why information technology works

The phrase "earning your business" helps to portray the concern as humble. Nobody wants to bargain with airs.

Why it works

This response does a good chore of communicating the business's "great prices," but doesn't come off overly salesy. Ending with a personal statement of well-wishes adds a nice touch.

Why it works

The most common Google reviews are five-star, no-comment.

To make responding easy and ensure a diversity of answers, this business has created a list of response templates.

They update the template with the reviewer'southward name and the business's name before publishing.

Why information technology works

The customer mentions a specific problem the business solved: addressing a flat tire.

This data forms the basis of the response.

Why it works

Rather than repeating "give thanks you lot for the recommendation," this response employs a slap-up alternative: "we appreciate your endorsement." A number of phrases are interchangeable: "nosotros capeesh" and "thanks;" "recommendation" and "endorsement;" "rating" and "review;" "honored that" and grateful for."

Fifty-fifty simple discussion changes like these make responses seem more unique and human.

Widewail Tip: Switching upwardly perspectives, like swapping "we" with "I," adds diverseness to responses.

All-time practices for responding to negative reviews

How to reply to negative reviews:

• Stay professional person

• Don't speculate

• Minimize emotion

• Nowadays the facts

• Apologize for the client'south frustration only

• Do not publicly acknowledge guilt for the textile issue

• Avoid public accusations of review fraud

• Provide a productive next pace

When responding to bad reviews, the #1 goal is to move the chat offline.

Offer to resolve the situation via phone or e-mail and then follow-up with the client chop-chop. Google reviews is not the place to get into a debate.

Professionalism is key

Do your all-time to avoid existence defensive, overly emotional, or sarcastic. Leave out personal opinions nearly politics, ethics, religion, or social issues. Review responses should remain professional person and neutral.

Avert public accusations of review fraud

Simulated reviews practice happen, but you should respond to them in the same way as any other negative review. If you believe a review is fraudulent,study information technology through the proper channels.

Is information technology possible to remove negative reviews? Yes, but merely if the content violatesGoogle'due south Review Policyguidelines.

Repent for the customer's frustration only

While there are certain situations that crave an apology, don't say sorry if it isn't necessary. Focus on apologizing for the fact that the customer is upset and save addressing the material event for a straight phone phone call or email.

Ideally, you'll demonstrate compassion for your customers without making a public admission of guilt. The side by side reader knows there are two sides to every story.

Provide a productive adjacent step

When information technology makes sense, let the customer know you program to take activity immediately. This volition ready the customer for your call and evidence future customers your willingness to take action.

Don't speculate

When the customer says that they're frustrated but doesn't say why, what practise you lot do? Don't speculate. But acknowledge that the customer is upset and kindly ask them to share more than information about their experience with you over the phone.

viii Negative Review Response Examples

Why information technology works

Reviewer A feels as if they were treated in an unprofessional manner throughout the elapsing of their experience. They've also admitted to taking their business elsewhere, so there is likely no opportunity to win back the deal.

In cases like this one, the business should use this shopper's experience as a learning opportunity.

The response starts off by firmly establishing that professionalism is of import to their business and they regret having lost Reviewer A's business. Note the response does not explicitly apologize for the cited unprofessional behavior, but simply acknowledges the reviewer's frustration. The response is completed by offering the reviewer an opportunity to talk over their experience further.

If the shopper follows upwardly, great!

The business concern will have the chance to address their concerns. If non, hereafter shoppers will see that they are open to customer feedback.

Widewail Tip: If you are unable to locate the customer's contact information, politely request they requite you a phone call, leaving a direct phone number at the end of the response.

Why it works

Although what Reviewer B has written is a bit disruptive, information technology'south easy to understand that they are unsatisfied with the service they received and the delay in their repairs. This perspective may or may not be accurate, merely as responders, it's non our job to get to the truth. Our goal is to empathize with the customer's frustration, which is undeniably true, and then request the conversation move offline.

The response begins by acknowledging the customer'southward frustration and admit that this treatment is not acceptable past the standards of the business. It's important to identify the negative scenario equally an isolated event and so that future readers will understand the situation described in the review is not the concern'south normal operating procedure.

Use of the phrase "apropos details" demonstrates that the business is taking the review seriously, simply at the same time, is purposefully vague. It'due south all-time to avoid repeating details from the review, as this provides Google with content that is detrimental to your reputation. The review ends by offering the customer an opportunity to share more about their state of affairs forth with providing contact information.

Widewail Tip: If the business organisation has Reviewer B'southward phone number, a more proactive approach would be to say "I'thousand going to give you lot a call" in identify of "please consider giving me a call."

Why it works

The dreaded 1-star no comment. On one hand, future customers won't have much information to appraise the business organization and they may fifty-fifty question the validity of the review. On the other hand, they may speculate why this customer is upset.

Offset, nosotros recommend whomever handles review responses expect up the customer'south name in their database and check in with their squad. They may glean enough data to achieve out to the customer directly or provide a specific response. If later on researching they are still left in the dark, the best pick is to investigate.

The response starts by recognizing that a i-star experience is unacceptable. What follows is an offering to address the reviewer's concerns. The business provides contact information for their General Sales Manager in hopes that Reviewer C will give them another chance.

Widewail Tip: "Brand this right" is a proactive phrase that will come up in handy when responding to negative reviews.

Why information technology works

Although this is a 4-star review, it contains a healthy amount of negative information. This is a great opportunity for the business concern to appoint with Reviewer D in a positive manner. If they tin can practice that, they might encourage Reviewer D to give them some other shot.

Right abroad, the response acknowledges Reviewer D's feelings and apologizes for their less-than-perfect visit. The concern doesn't make a promise to improve their facilities, but they practice recognize the feedback. Equally ever, a good motility is to open a communication aqueduct in the outcome that the reviewer would like to share more details. Shifting the perspective, the last sentence expresses that the business hopes to work with this customer once again and provide a ameliorate feel in the future.

Widewail Tip: While one complaint most facilities shouldn't cause business concern, a design of similar feedback could prompt upgrades.

Why it works

Online requests for refunds can be tricky. While businesses may be eager to demonstrate that they do right past their customers, each situation needs to be considered on a case-by-case basis.

The response to Reviewer Due east acknowledges the customer'south frustration and then offers to review the situation in more particular. Although it may not exist possible for the Service Director to find a solution that satisfies Reviewer East, at the very to the lowest degree she may provide data that could help them arroyo a similar state of affairs differently in the future.

From the lens of reputation management, the response demonstrates that the concern monitors their feedback and communicates with their customers.

Why it works

Reviewer F'south situation certainly sounds frustrating. At the same time, information technology'south understandable that staff turnover could lead to mistakes and miscommunications. This response benefits from a gracious perspective - "appreciate you sharing" - and an apology.

Widewail Tip: The phrase "training opportunity" demonstrates that your concern takes feedback seriously and proactively addresses client concerns.

Why information technology works

Ever be polite when speaking for your business online, but don't be afraid to hold your basis if the information presented does not align with your feel. In this case, a house and straightforward response clearly communicates parts of this situation are not explained in the review.

Why it works

When a client leaves a negative no-annotate review, Widewail recommends that businesses request additional information. The first line in the response in a higher place is one arroyo, while something like "I'grand sorry you were not completely satisfied with your visit" is also appropriate.

This response is a great template to have readily bachelor every bit a reference for negative no-comment reviews.

How do you know if your review management strategy is working?

At Widewail we offer a detailed performance report equally a component of our services. Using our reporting your squad is able to clarify performance past location, review site, profit eye, and time period.

Is your sales department underperforming your service section? When responding to reviews our team tags each review with the relevant profit heart. As a result, we can compile a study that shares insights into specific profit center performance.

For example, nosotros run across beneath that Location 1 has a combined rating of four.v, but profit center ane is scoring a 4.8 and profit center 3 is scoring a 3.ix. This segmentation helps y'all to identify specific customer service issues.

While Google's star rating is a lifetime amass, Widewail'due south reporting enables customizable, date-specific, trending performance analysis.

Service ratings trending sharply down? Our reporting gives you the specific information needed to solve issues early on.

Widewail client reduces negative reviews by 64% in 9 months.

Bonus: Example of a "Widewail Save"

When all the techniques are properly implemented sometimes an unhappy client tin can plow into a happy customer. This is what we want!

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Source: https://www.widewail.com/guide-review-response

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