How to Write Fake Good Reviews on Google
Responding to Google reviews is vital for your business's success in local search results. By responding to both negative and positive feedback, you show customers that you're committed to listening to their concerns and exceeding their expectations. One in five customers look to hear back from y'all when they get out a review. Yous don't desire customers who leave a positive review to feel unappreciated, and customers who leave a negative review feel unheard. In this mail service, discover the importance of responding to Google reviews, and learn how to reply to the ones you receive from customers. Yes. As a business possessor, you take the power to respond to Google reviews and actually engage with your customers. You can either respond to Google reviews via your desktop or a mobile device through your Google My Concern account. Responding to Google reviews is incredibly important, given that Google is the world's most popular search engine. When your potential customers apply this huge source of data to offset researching products and services, concern listings appear — along with recent customer reviews with starred ratings and comments. According to BrightLocal, 79% of consumers trust online reviews every bit much as personal recommendations. The reviews on your Google My Business profile can accept a big affect on y'all finding new customers. Google itself has disclosed that responding to reviews — adept or bad — increases your ratings. It's of import to do it quickly, too. If y'all wait weeks and months before responding, at that place's a good chance your customer will take forgotten they left that review in the showtime place. Responding to reviews can be time-consuming, difficult, and apartment-out awkward, but luckily, you don't accept to offset from scratch. Y'all can apply the templates below to respond to Google reviews apace and effectively. Earlier starting, information technology would be wise to prepare Google My Business concern notifications, so anytime a new client review is posted, y'all receive a notification. Below we'll outline the steps to responding to Google Reviews on both mobile and desktop. Depending on your private business needs, the manner you choose to manage your Google Reviews may exist different. For example, some businesses may make it a priority to respond to every single review they go, while others focus on reviews that contain specific elements, like a complaint or request. Regardless of your strategy, consistent management of your Google Reviews looks equally follows: When you really begin responding, you'll likely observe that you receive both positive and negative reviews from customers. Each type of review requires a specific blazon of response in order to ensure customer satisfaction and to prevent potential churn. In the next sections we'll discuss how you should reply to negative and positive Google Reviews, and provide examples of responses to each type. Many companies and business owners fear responding to negative reviews because it is a digital confrontation. However, bad reviews should not cause anxiety. Instead, they should be a moment to better your brand and customer service. Later all, research shows that customers are one.7x more likely to visit your business if your company responds to negative reviews. So, how should you respond to them? Yous're better off assessing the situation instead of immediately responding to a bad review. Customers have a lot of power online, and if you lot react to a negative review without thinking it through, you volition fuel your angry customer. A negative response to a negative review will cost y'all customers. As 73% of consumers only look at the reviews from the last month, it is vital to answer in a positive way. Practice non go emotional when it's your turn to reply to a bad review — have a logical procedure in place before clicking "respond." Have the residual of the 24-hour interval to contemplate your response, merely don't take as well long. BrightLocal claims that 20% of those who leave negative reviews expect an answer within 24 hours. Information technology's like shooting fish in a barrel to respond to a negative review with frustration and defensiveness. This solution tin hands backfire, frustrate customers, and tarnish your reputation online. Information technology'southward best to work off of a negative review response template to help mellow out any animosity you might be feeling and answer kindly and appropriately. This means, don't hide and privately accomplish out to your customer, merely respond to them on the platform that they posted the review (privately responding aslope a public response is good as well). Whether they left you lot a bad review on Capterra or Google, do non avoid digital conversation. Responding publicly to bad reviews shows your customers and potential customers that you intendance and are attentive. Why should you care that you're attentive? Because it can lead to increased business. A study conducted by Cornell University revealed that responding to negative hotel reviews "appears positively related to the consumer's view of the hotel, as measured past increases in the TripAdvisor score." Your first response to a negative review should always be made on Google. All the same, Google Reviews isn't ever the best place to host a customer service conversation. It'south non a real-fourth dimension advice channel nor is it a 1:ane interaction with the client. Other people can like their comments and write boosted reviews supporting or adding context to the beginning customer's experience. If you know a negative review is going to have some time to reconcile, so you should piece of work towards a 1:ane conversation with the customer. That doesn't mean you're trying to hibernate the problem or save face online, merely rather, your priority is to meet customer's needs and that means communicating with them on the best channels bachelor. Google Reviews did its job by highlighting the poor feel for your business. Now it's time to rely on your trusted customer support channels like phone, live conversation, and email, to solve the problem. No business concern is perfect, and as your client base of operations grows, your squad is bound to make mistakes. Subsequently all, customers often have conflicting needs that make it impossible to satisfy everyone. It's how you respond to these mistakes, though, that determines how customers perceive your brand. Being transparent is the best course to take when responding to a negative review.In fact, research shows that over 90% of Americans say brand transparency is an important factor when making purchasing decisions.Customers know your squad isn't going to be perfect, but they expect you to take responsibleness for your mistakes when they occur. This builds customer rapport and leads to long-term, loyal advocates. Customers don't get paid to write reviews and some volition focus more on submitting a negative score then explaining their problem with your company. Y'all might come across a vague review like this one where it's hard to decide the customer'south problem. Image Source With this review of a coffee shop, we don't know what about the feel was dissatisfying. It's difficult to tell whether it was an issue with the coffee, service, or the actual store. If we desire to finer answer to this review, we need to enquire questions and get more than information from the client. This will start a healthy dialogue that will aid u.s.a. diagnose the customer'southward roadblock. Once we know the problem, we can provide a solution. If you merely spend your fourth dimension writing a fluffy response back to the customer apologizing for their feel and you've really taken the time to not exist impulsive, but did not provide some sort of solution or actionable items to mitigate the consequence, so you haven't properly responded to a negative review. Brand sure to offering to make it right by providing some sort of solution. Some customers only write negative reviews to blow off steam and have no intention of returning for your response. In these cases, y'all tin can recapture their attention by offering incentives that reinforce the sincerity of your response. While you don't want to do this with every bad review, you lot can use customer lifetime value to determine if someone should become an incentive or not. For case, if a customer isn't spending much coin with you lot, and is constantly writing poor reviews, then they may not be a "adept fit" for your business. If you proceed offer them a discount every fourth dimension they mutter, you'll end up losing money on this customer when you lot could have been using that discount to acquire or retain a client with a higher lifetime value. This is a small detail that goes a long way. Signing your name after each response shows the client that you're a real person. And, customers aren't only nicer when they're working with a human agent, they're likewise happier because it shows your company is invested in their review. It's important to remember that customer reviews are the start of a larger conversation. The customer's perception of your brand isn't stagnant and can change equally they continue to interact with your company. One time you send your initial response, be prepared to have an in-depth conversation with the customer. Talk to them about their experience and attempt to pinpoint exactly where your visitor barbarous short of their expectations. If you feel like the client is satisfied with your squad'southward response, ask them if they'd be willing to update their review. Since you lot've just changed their perspective, it's the perfect time to ask them to edit their original feedback. Call up, that review is still public and future leads may not read the whole thread and see the positive outcome. Updating the original review is the best way to preclude you lot from gaining a negative reputation online. Whether it'due south providing your contact data and following up with the customer offline, you should display empathy and endeavor into solving the complaint. Here are ideas for responding to negative reviews as a concern possessor. If your company generates acquirement from recurring, subscription or contract-based relationships, information technology's imperative that you respond to negative reviews. Information technology can help you win back unhappy customers, and it tin can forestall other potential customers from reading them online — and passing on y'all. If a current or old customer trashes you online, here'southward an example of how you could reply. Business/Agency Negative Review Response Dearest [Customer name], Thank you for writing a review, I sincerely appreciate you lot bringing this issue to my attention. I'm sorry to hear you lot had such a frustrating experience trying to become in impact with our customer service team, that'south not what nosotros like to hear. Nosotros've listed our bachelor hours more than conspicuously on our 'Contact Us' page and on social media, and if y'all ever demand assistance at another time, you tin consult our knowledge base and FAQ page in the interim, and we'll reach dorsum out to you start thing the adjacent business day. Your business organization means a lot to usa, and so if you ever have additional feedback, please don't hesitate to e-mail me at jdoe@visitor.com. Thank you, John Doe, Director of Customer Support. Negative reviews are important for retail stores or restaurants to answer to as well — particularly negative Google reviews. Y'all meet, if y'all search on Google for the location of a store, or for "restaurants virtually me," Google pulls up Google Customer Reviews alongside contact information, hours, and directions. Here's an example of how to respond to a negative review: Retail/One-Off Buy Negative Review Response Dear [Customer name], Thank you for taking the time to write a review, I capeesh your feedback, and I'm sorry to hear you lot had a bad feel visiting our eatery concluding week. On behalf of myself and anybody I work with, we have client reviews seriously, and hearing that our salmon dinner was overcooked is never what we want to hear. I've shared your review with the chef, and we would honey for you to come up back in for dinner on the firm then we can apologize in person and become it right. If you're interested in coming in over again, please contact me at jdoe@restaurant.comto fix it upwardly. I appreciate your patronage and promise to see you over again soon! Sincerely, If your business offers ecommerce, customers will focus their reviews on the quality of your website. Since the majority of customer touchpoints volition take place on your webpages, you should exist prepared to respond to feedback regarding user feel. If possible, effort to include troubleshooting steps that can aid the client resolve their issue. Here's an instance of ane situation that could occur. Ecommerce Experience Negative Review Response Hey Dan, Thanks for notifying u.s.a. nearly this operation issue. It looks similar there's an event with image sizing on this page which is why the content doesn't seem to be loading for y'all. If possible, I'd recommend testing a unlike browser type to encounter if that performs better on your device. If non, feel costless to contact our support squad at [Insert Contact Info] and we'd be more than than happy to assist. Looking forward to your response! Thanks, John Doe, From Customer Support Responding to good reviews is much simpler than dealing with an irate customer ranting on most how bad of a visitor y'all are. Many business owners focus their attention on responding to reviews solely when there needs to be impairment control. This makes sense — how often does a positive review spread similar wildfire? So, why bother with having your team reply to good reviews? Because skillful reviews can create raving fans and that can chemical compound into new business. Here'south how you should respond to positive reviews: Even if a client gives y'all a positive review, you shouldn't sit back and relax. Instead, you should reinforce their delight past responding to their message quickly. This shows that you're invested in customer feedback and are grateful for their review. Additionally, if you can respond fast enough, y'all may exist able to offset a alive conversation with the customer. In that location, you can obtain fifty-fifty more feedback by asking them near specific features, notable experiences, or minor points of friction. Not only will this provide you lot with valuable data, but it may also yield more positive feedback for your company. Kickoff and foremost, always greet a client by their proper name, not some generic "hey in that location" or else information technology's not genuine (unless the proper name they leave is clearly faux like abc123). People'south attending is activated when hearing their ain names. In a study done by Dennis P.Carmody and Michael Lewis on Brain activation when hearing i's own and others' names, enquiry showed that "hearing i'south own proper name has unique brain performance activation specific to one's own name." You cannot look appreciation if yous don't show any yourself. Expressing gratitude to a customer that left you a good review demonstrates that you don't merely pay attention to the "squeaky bike," but to the customer that doesn't give you a headache (which is surprisingly often overlooked). So y'all think a elementary thank you will get the task done? Mayhap, but what is different most your make than whatever other 1 responding to a good review? Providing boosted value means you can share content with the customer that they can...well...get value out of! If your customer left a adept review about how much they beloved the new feature in the app, offer to allow them exist beta testers on upcoming features — retrieve outside the box! Positive reviews present an opportunity to turn happy customers into loyal advocates. When responding to a review, ask the customer if they'd be willing to share their review with others. Or, inquire them if y'all can mail their review to your company'southward social media pages. Sharing their stories with your followers is a keen marketing tool for customer conquering. Before you conclude the interaction, exist sure to cease things on a positive note. Sign your name to personalize the bulletin and use an enthusiastic, uplifting tone. After all, you should be thrilled that the customer posted a positive review for the world to see. Customer reviews — whether they're positive or negative — are learning opportunities for businesses. Your team can learn just equally much from a positive review as it tin can from a negative ane. And, information technology's important to record both types if yous want to improve the customer feel at your business. Negative reviews highlight the immediate problems with your customer feel and what customers think y'all can do to fix it. Positive feedback tells you what you're doing right and what yous should continue doing if y'all want to retain customers. Information technology'due south of import to go on track of both then you can correct flaws in your customer experience without jeopardizing whatsoever features that your customers like virtually. The question must exist asked, what should your response to a positive review await like? Remember, customizing the response to the customers' review is vital. Let's use the following example: You own a digital advertising agency that focuses on graphic pattern and social media marketing campaigns for small businesses. One of your customers, Sally, leaves you a positive review that raves almost your quick response time to their requests likewise as the quality of piece of work that'southward being delivered past your visitor. Hither's an instance of what a positive Google review response might look similar: Business/Agency Positive Review Response Love Sally, Thank you so much for your positive feedback and for taking the time to post this review. It'due south our customers that allow us to constantly improve the way we do business, one of which we're really proud of, the quick response time yous've been experiencing. I'g so glad you're happy with the website we designed for you. I would love to make your experience fifty-fifty more amazing, is there annihilation you would recommend u.s. improving? Thanks for your review, John Doe, Owner. Remember, engaging with the client and actually empathizing and caring for what they have to say will demonstrate that yous value their stance and the rest of the "eyeballs" on the internet reading your response will see that yous actually take time to invest in your customers. What if you own a restaurant and a customer left you lot a positive review on the white wine salmon dish they ordered? Here's another example: Retail/One-Off Purchase Positive Review Response Dear John, I'm ecstatic to hear that y'all honey the white wine salmon dinner you ordered at our restaurant. Many of our customers were requested a wine-based dish and we thought this may be a hit. I'm definitely going to evidence our chef this review, I'm sure they'd honey to know you were pleased with it. Next time you come up in for dinner, ask for me and I will come say hello — I'll bring the chef too! Cheers again for stopping by, John Doe, Owner. Having your responses simple and thoughtful is all information technology takes for a customer to talk most you and to their friends the next day. In the example above, you've now incentivized the customer to come again to your restaurant (fifty-fifty if the incentive is non-monetary). Think about it, your customers cared outset, they're the ones that took the time to actually write a positive review — show them you lot intendance as well by taking the time to reply. Positive reviews of your website are great for drawing additional traffic to your domain. After all, if customers are reading a review on Google, they're just a click away from visiting your website. They'll likely be curious whether the review is accurate and want to find out for themselves. So, be sure to optimize this traffic by sharing the review through as many digital channels as possible. Here'due south one way you can exercise that. Ecommerce Experience Positive Review Response Hullo Sammi, And then glad to hear that you're enjoying our website! If you ever take any questions, feel gratuitous to reach out to our support team using the alive chat tool. They'll be happy to guide you through any question yous may have without having to leave the page. Additionally, since your review was so great, would yous heed if we repost it to our social media outlets? Your story is exactly what nosotros're trying to create and would love to evidence people that nosotros are taking one stride closer to achieving our goals. Looking forwards to your response! Thanks, John Doe, Client Support Manager Every bit a business owner, you lot want to answer to Google reviews in a timely manner. Part of responding to customers' Google reviews is providing them with a resolution — fifty-fifty if the review is positive. As a business owner, yous want to evidence your engagement with your customers whether or not their Google reviews are positive or negative. Here are three simple strategies on how to reply to positive and negative Google reviews equally an owner to all-time represent your brand: There's no need to write out an essay type of response, merely you should definitely leave a give thanks you response with something short that is specific to the Google review. For example, if your client left a review saying that they dear the newly added feature to your website for live conversation, your responses can accost the client by name and also mention that your team worked very hard to release this live conversation and that yous're glad they are happy. This strategy applies to either a positive or negative review. Don't hesitate to repent or admit error of your customer feel subpar service. As a business organisation possessor, apologizing to your customers makes you a human beingness, and non a business person that merely cares about the numbers. Customers also want to know that a negative feel can be resolved somehow. Solving an issue for a customer goes a long way and tin can actually decrease customer churn: Our research found that if you solve a client'southward complaint and resolve the mistake, they volition continue doing business concern with you 96% of the time. Curious to see some Google review responses that got information technology correct? We've got yous covered with the examples below. These businesses, from minor to large, nailed it when responding to either positive or negative reviews. Epitome Source This review response, direct from the owner of a car dealership, is fantastic. The owner addresses the customer by proper name, mentions the amanuensis the customer praised, and adds a personalized impact by mentioning the auto the customer purchased. Nosotros beloved that the tone of the response remains low-cal and jovial. Information technology too successfully imitates the customer's tone in their review. When you reply to client reviews, experience costless to take cues from the customer. If their tone is happy, respond happily. If it's angry, then respond calmly. The only thing that'south missing is an encouragement for the reviewer to refer others to the car dealership. Remember, however, that a happy client will refer others to your business even if you lot don't tell them to. Reminding them is helpful, but may not be necessary if the client is happy enough. Paradigm Source This response from the CEO of BrightLocal, an SEO software company, hits all the right notes. The CEO uses the reviewer's proper name, cheers them for leaving a review, and expresses enough of appreciation for the customer's business organization. The response also subtly encourages the customer to recommend them past closing with "Thank you for recommending us." If you lot don't want to enquire reviewers directly to recommend your business to others, y'all can subtly thank them in accelerate for doing and then. This review response is near perfect. The simply affair that may improve it is an offer of additional value for the customer to enjoy, i.eastward. access to BrightLocal'south newest features. Notwithstanding, this arroyo should be used with caution, as information technology may incentivize customers to get out fake positive reviews in substitution for perks. BrightLocal was wise to left such an offer out, but the technique could exist useful in some contexts. Image Source This response, also from BrightLocal, shows how to effectively respond to negative reviews that have erroneous information. We've all been victim of a customer who says something that isn't true most our business organisation — not out of malice but out of misinformed notions. The responder gently and empathetically corrects the customer on several misunderstandings. The key terms here are "gently" and "empathetically." The tone is never combative or snippy. The responder admits fault, delineates the steps the BrightLocal team will take to resolve the issue, and says that they will endeavour to prevent like misunderstantings for other customers. The company and so provides a prompt for the customer to accomplish out if in that location'south anything else they can do. Nothing. This negative review response is perfect — information technology informs the customer, communicates empathy, and clearly states how BrightLocal will resolve the issue without sounding defensive. Prototype Source This negative review response begins past thanking the client for their feedback, even though that feedback is negative. That's an excellent way to set the tone for the rest of the review. The responder also apologized and handled the result well, even though the effect is substantially "unfixable." The client found the pricing for the services too loftier, and unless the visitor is willing to completely revise its pricing construction, there'southward nothing that can be washed about that. When responding to negative reviews that allude to something that can't exist readily inverse — such as the location of your business or your pricing — thank the customer for their feedback and appreciate them for their business. This review too kept the tone of the conversion neutral, even appreciative, as opposed to antagonistic or defensive. If the responder had said, "Well, our pricing is very clear on our website," this review would not work then well. Avert stating the obvious, and be beholden and atoning at every turn. The but matter missing is a sign-off to give the review a more personal touch. By attaching a proper name to the review response, the visitor would take reassured the client that a person on the other side was listening. Customers are only every bit loyal equally the residuum value they receive from your business. Whether that value is budgetary or not, showing customers and potential ones that you care about their feedback and take time out of your busy day to acknowledge their experience goes a long way. Whether you lot're dealing with positive or negative reviews, engaging with your customers will pay off for your Google ratings and customer loyalty. Editor's annotation: This post was originally published in June 2018 and has been updated for comprehensiveness. 
Can you respond to Google reviews?
Featured Resource: 20 Free Review Response Templates
How to Reply to Google Reviews
How to Reply to Google Reviews from a Desktop
How to Reply to Google Reviews From a Mobile Device:
Manage Google Reviews
How to Respond to Bad Reviews
1. Assess and evaluate the feedback internally first.
2. Piece of work off of a review response template.
3. Publicly respond to the review.
4. Work towards a 1:1 conversation.
five. Be transparent nigh mistakes.
half-dozen. Ask questions when details aren't clear.
vii. Understand and offer solutions.
8. Provide an incentive if necessary.
9. Sign your name at the cease of your response.
ten. Request an update for the review.
Examples of Negative Review Responses
1. Business organization/Bureau Negative Review Response Instance
2. Retail/One-Off Purchase Negative Review Response Example
John Doe, Restaurant Possessor.3. Ecommerce Experience Negative Review Response Case
How To Respond To Positive Reviews
ane. Respond speedily.
2. Use customer names in your responses.
iii. Express your gratitude.
iv. Provide additional value.
5. Encourage customers to advocate for you lot.
6. Use a friendly sign-off.
seven. Record all customer feedback.
Examples of Positive Review Responses
one. Business organisation/Bureau Positive Review Response Example
ii. Retail/Ane-Off Purchase Positive Review Response Example
3. Ecommerce Experience Positive Review Response Case
How to Respond to Google Reviews as an Owner
1. Customize each of your responses.
2. Repent.
3. Resolve.
Best Google Review Responses
1. Car Dealership Positive Review Response
What could be improved?
2. SaaS Positive Review Response
What could be improved?
3. SaaS Negative Review Response
What could be improved?
4. Power Company Negative Review Response
What could exist improved?
The Benefits of Responding to Google Reviews
Originally published Jan 10, 2022 7:fifteen:00 AM, updated January 10 2022
Source: https://blog.hubspot.com/service/respond-to-google-reviews
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