Lesson 2: Reviews and How to Be Effective

Reviews: How to Respond and How to Be Effective

Lesson Objectives 2:

In this lesson, you will:

  • Learn how to create Reviews and gain more and to manage bad reviews
  • Explore the Benefits of Reply and how to reply

Reviews are one of the most important aspects of Google My Business!

Reviews on Google provide valuable information about your business to both you and your customers.

88 percent of consumers trust online reviews just as much as personal recommendations and 90 percent of consumers read online reviews before visiting a business. Not only are they often the final factor that tips prospects to customers, but they also hold a lot of weight in the current search algorithm.

A recommendation from a positive Google Review is the best way to generate new customers. The rule of thumb is that you should have 10 Google Reviews every year your business is open!

1. Managing Reviews

You will have two sections on your Google My Business review thread: reviews you have replied to and reviews you haven’t replied to. You will be notified if you receive a review via your Google Mail, and your customer will also be notified once you have responded. Managing and indulging in this kind of communication on a regular basis is a great way of building trust and important conversations with your customers to gain a real insight into how they view your business.

2. Replying to reviews

Although you don’t have control over what people might say, you do have the power to respond—and you should! You have to know how to reply to your reviews and how to manage a negative one. If possible, reply to each review within a few hours. People are 71% more likely to leave a negative review if they can see you never respond to any. Reply back quickly, reply to every single review and try and include your keywords into the review. You will find great success if you update your reviews and continue to do so on a regular basis.

3. Responding to negative reviews

Not sure how to respond to a negative or disappointing review?

Follow these steps:

  • Address the issue.
  • Apologize for the issue.
  • Attempt to resolve the issue privately.

Do not get defensive. The more professional your response comes across, and the more you show you care and concern, the more respect customers will have for you and your business’ reputation.

More positive reviews = higher search rankings, more leads and sales, and increased revenue.

You need to know Google’s policies

You must follow Google’s Terms of Service when soliciting reviews. This means you should not offer any rewards and should ask your customers whether they seem to have had a positive or negative experience.

You should not buy Google Reviews

If you are thinking of doing so, you need to first understand its consequences and the risks associated with it. It sounds like a great, care-free, cost-effective way to uplift your business, but for a short time only. In the long run, it can cause more harm than good for your company.

How To Remove Google Reviews

Believe a review violates Google’s policies? Here’s how to flag it:

  1. Sign in to your Google My Business account.
  2. Choose your business location and click ‘Reviews’ from the menu.
  3. Navigate to the review in question, click the 3-dot menu to the right, then click ‘Flag as inappropriate.

Aside from flagging, there is no secret to removing bad reviews from Google. Unfortunately, once they’re there, it’s likely they’re there to stay. The secret, therefore, to managing your online reputation is working to prevent these negative reviews and actively collecting positive ones.

Conclusion

Reviews are extremely valuable to have in your back pocket, particularly if you know how to manage them the correct way. Check your reviews section daily if possible, reply as quickly as you can, include keywords and remind your customers to leave reviews, and let them know that it’s quick and easy. The sooner you adopt these steps into your digital strategy, the higher Google will rank your business.

I really hope you’ve enjoyed the video and make sure to take notes at the end of the exam!

“Whatever you are, be a good one.” – Coco Chanel

 

Music Break (optional)

Make learning fun, it will sink into your brain far easier!

If nobody is looking, have a little dance around.

Feel good that you are in a 0.05% of business owners that know how to use Google My Business.!

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