Google Places Update: Respond to Your Business Reviews
Your Google Maps listing may be the first place potential customers read a review of your business. Now, like Yelp reviews, you can publicly respond to the good and bad if you have verified your listing. Respond to these reviews and engage your customers. Respond to the good by thanking them for their business and create true loyalty. Use the bad reviews as a chance to examine your business and turn the dissatisfied customer into a loyal follower.
Here is one such example of responding to a negative customer review from Google’s Map Blog:
And an example of responding to a positive customer review:
Tips from Google when responding to customers:
1) Be nice. This isn’t just a guideline — it’s also a good idea. You aren’t going to win an argument with a frustrated customer. And you don’t want to burn any bridges. Even customers who initially had a bad experience might come back.
2) Don’t get personal. Remember that you’re replying to feedback about an experience, not about you as a person. Reply in a way that addresses the overall experience, and remember that there’s a real person on the other end. If you believe the review violates the posting guidelines, please use the Flag as inappropriate link.
3) Feedback is helpful. Both positive and negative feedback can be good for your business and help it grow (even though it’s sometimes hard to hear). Think of all feedback as an opportunity to improve.
To post a public response:
1) Log into your Google Account. Be sure it is the account that has claimed your business listing.
2) Visit your listing’s Place Page.
3) Scroll to the reviews section of the Place Page.
4) Click Respond publicly as the owner.
5) Write a response. Don’t forget our guidelines for responding.
6) Click Publish. The review will show publicly as a Response from the owner.