Responding to Positive & Negative Reviews
Always, always, always respond to reviews – positive and negative. Your customers spent time telling the world about their experiences. The least you can do is take a few minutes to validate their efforts.
Be proactive with getting reviews! A mass quantity of positive reviews – gathered regularly – will shroud negative reviews.
Responding to Bad Reviews
In many cases, their experience with your business is still valid. You can do one of two things:
- Pro move: work with the customer offline directly to fix the issue. Then ask them to change their review. If it moves you from 2-stars to 4-stars, that’s still a win. Few can pull this off, but the best will go the extra mile.
- Respond politely, respectfully, and in a non-confrontational manner. For many owners, negative feedback can be personal. Put the emotions aside. Remember, this was their experience, so maybe there’s an internal problem worth investigating first.
In rare cases, the reviewer may be trolling or is genuinely a lost cause. If you’re proactive, negative reviews are piled under a mound of good ones.
The habit of soliciting reviews is significant. If your last review was 18-months ago, and a new negative review comes in, then you must go through the practice of getting more positive reviews to push the negative review(s) further down the list. Again, if you’re simply doing this regularly, negative reviews become less impactful all-around.
99% of the time, reporting a review with do nothing. Unless Google finds that the IP address wasn’t local, or their algorithm can’t find a connection between the reviewer and your business.
“Don’t report a review just because you disagree with it or don’t like it. Google doesn’t get involved when businesses and customers disagree about facts.”
Here are Google’s guidelines on How to remove reviews from your Business Profile on Google.