• How to Respond to Google Reviews

How to Respond to Google Reviews

Reviews are a powerful marketing tool, and free word-of-mouth advertising for your business! We have put together some guidance on how to respond to positive and negative reviews.

How to Respond to Google ReviewsHow to Respond to Google Reviews

Why you should respond to customer reviews

Reviews are a chance to build customer loyalty and trust, and your responses to reviews are highly visible in Google Search and Maps. When you respond to customer reviews, you are letting ALL review readers see that you’re actively listening to customer feedback – whether it’s positive or negative. While it’s not critical to thank customers for every positive review, we highly recommend responding to every negative review to convey that any issues have been addressed.

Responding to Positive Reviews

Make sure customers know you appreciate their positive feedback. Here are some tips for responding to positive reviews:

  • Be specific: Avoid using generic statements when responding by tailoring your response to each customer review. Reaffirm the customer’s experience in your response.
  • Be timely: Respond quickly to the feedback. It shows you’re paying attention.
  • Be thankful: Convey in your response that you are very appreciative of customers who take the take time to leave a review.
For more help with Google My Business, head to our GMB Knowledge Center with free help and how-to articles.

respond to positive reviews googlerespond to positive reviews google

Responding to Negative Reviews

Respond to negative reviews to convey that you are willing to address any issues and ensure customer satisfaction in the future. Here are some tips for responding to negative reviews:

Show humility: It can be tough to stay positive when dealing with an unsatisfied customer. However, the difference between responding humbly with an aim to fix the issue vs. being defensive can either attract or turn away potential customers.
Clear up confusion: Sometimes a bad review can result from a misunderstanding between you and your customer. If there is an answer to their problem, offer any information on your products, services or experience to clear up the misunderstanding.
Share solutions for the future: Describe how you have solved or plan to address any issues described in the review. It offers peace of mind for searching customers.

respond negative reviews googlerespond negative reviews google

How to respond to customer reviews on Google

  • Log into your Google My Business account.
  • Click Reviews from the menu on the left-hand menu of the Google My Business dashboard.
  • Click Reply.
  • Write your response.
  • Click Post Reply
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