Responding to reviews is a metric that Google keeps track of. When you log into your Google Business Profile, they have implemented a sorting feature to see all of the reviews that are still awaiting a response. When you respond to a review, the customer gets an email from Google with your response, so a short response with “thank you” is fairly lame. Here are tips for writing better positive review responses via the Google My Business platform.
Positive Review Response Tip #1 – Be Quick
We suggest responding to reviews within 24-48 hours. Part of our management service includes logging into each business portal 3-4 times per week to check for and respond to reviews. When the customer gets an email with your response it will reinforce that you actively care about your business and online presence.
Positive Review Response Tip #2 – Be Personal
Address the response as if you are sending an email to a client or customer (because you are). Address the person by their name or user name. You can also be more personal by including a reference to the date of their review. A response example may start out… “John thank you for leaving us an excellent review yesterday…”
When potential customers read through your responses they will find comfort knowing that your business responds to both positive and negative feedback quickly.
Positive Review Response Tip #3 – Be Precise
Too many businesses respond with a quick “Thank you” to positive reviews. This gives the impression that the owner is just checking items off a to-do list. If your customer takes the time and effort to share their experience with your business, you should make the effort to write more than two words.
Promote your brand
Use the review response to reinforce your mission statement or company culture. Potential customers are reading your review responses so consider this part of your sales process.
Positive Review Response Tip #4 – Be Grateful
A positive review is one of the best compliments your business can receive. Thank them for their time and support. Showing appreciation for a positive review encourages other customers to do the same.
Positive Review Response Tip #5 – Promote Positive
Positive reviews on your Google page don’t need to end there. Share them on social media or at your storefront. A great example of this is restaurant printing reviews and displaying them in their waiting area. A review or testimonial that gets displayed in your business or shared as part of your email newsletter, encourages others to leave a review also. People are used to seeing testimonials on websites so we don’t find it as productive, but it’s a great start. It is against Google’s terms to offer discounts or freebies for positive reviews so don’t cross the line, but gratitude can be more effective.
Free Promotional Materials
Google will help you print some posters and get some marketing materials FOR FREE. Just check out their website – marketingkit.withgoogle.com
