NOTE: As of December 2021, Google My Business (GMB) is now Google Business Profile (GBP). This article has been updated from the original postdate of November 11, 2021 to reflect this new name change and relevant information.
Google Business Profile (GBP), formerly Google My Business, is a free service provided by Google and allows you to respond when people leave positive or negative reviews. These reviews can have an impact on how others see your business; reviews lend credibility to you and your enterprise.
In fact, customers tend to trust businesses more when they see an occasional response to reviews. Considering this, you ought to be invested in responding to reviews that pop up on your GBP.
If you’re not currently replying to customer feedback, consider taking a little time to do so and you might notice an impact.
Why Respond to Online Reviews?
Even if a review is from a happy customer, it’s a good idea to reply. This shows that you’re willing to engage with customers; they’ll often appreciate the thoughtfulness and extra time you took to respond. Studies show that people are more likely to trust a business if they see responses to reviews on the business listing (76% to 46%); consumers view businesses who respond to reviews as 1.7x more trustworthy than those who ghost.
Plain and simple, responding to reviews from happy customers is a good business decision. Why? When happy customers write a review, they’re not only showing their appreciation for your business or product: They’re endorsing your business and are far more likely to be a return customer. Earning a return customer is great news; especially since it’s nearly seven times as costly to get new customers as it is to keep old ones.
Responding to positive reviews also incentivizes others to leave Google reviews (hopefully the ones you want: satisfied experiences). Even just one negative review can have costly implications for your business; generally speaking, it takes 12 positive reviews to reconcile one bad review. Replying to the good reviews you do get makes it more likely that others will respond in kind and can make all the difference.
How to Post a Response to a Customer
When replying to online reviews, it’s important to do so in a timely manner. This reflects well on your business and often pays dividends for your customer base: Others are more likely to do business with people who acknowledge their customers. And this rings true in our personal relationships as well, right? People appreciate others who respond to (and prioritize) them.
Here are the steps you can take to reply to others when people leave reviews (and some helpful tips to boot):
Make Sure Your Business Is Verified
You’re unable to post replies to reviews if your business isn’t verified, so make sure that you complete the verification process as soon as possible after you set up your account. The process can take a few weeks to complete, and it’s easiest to send the information through mail when you open your account.
How to Reply on a Computer
If you’re on a computer, you can use your Google Business Profile account to reply to reviews. On the left side of the page, you’ll see a menu that includes “Manage Reviews.” You can select your business location and see the reviews customers have left. Simply click reply, type in what you’d like to say, and click “Post Reply.”
If you’re replying on Google Search or Google Maps, click the circle in the top right part of your screen. This takes you to your account, where you can access your business profile. From there, the process is almost the exact same as with Google Business Profile.
Replying on Mobile
How to Reply on Android
Using your phone or tablet, go to the Google Business Profile app. Select the “Customers” option and then “Reviews”. After you find the review you’d like to reply to, tap it and write your reply. Hit send.
If you’re replying to reviews on Google Maps or Google Search, tap the circle in the upper right to go into your account and select your business profile. Follow the same procedure once you’ve entered your business name.
How to Reply on iPhone
When using Google Business Profile, go to the app on your iPhone and look for the reviews tab. Tap on “Manage Reviews” and then look for the review you want to respond to. After you tap it, enter your reply and hit send.
From the Google Maps app or Google Search, access your Google business account by clicking the circle in the top right of your screen. After you enter your company name, tap on the reviews option and find the post you wish to reply to. After entering your reply, hit send.
What to Say in Your Reply
You don’t need to say a lot in your reply and shouldn’t make attempts to advertise or upsell. The best responses express that you’re glad the customer’s experience was positive. Possible responses to the original review include the following:
- “Thank you for your business. We hope you’ll stop back in soon!”
- “We’re glad that you enjoyed our product/service.”
- “Thank you for the opportunity to provide top-notch service.”
As these examples show, you’ll want to first thank the customer for their feedback. It’s good practice to make it personal and reference a specific point made by the customer in your response. These kinds of callbacks show you care about your customers and their customer experience.
In addition to thanking the customer and referencing a specific point, you’ll want to also encourage them to take further action. This can be simple, and shouldn’t feel forced or unnatural. Simply invite them to share their experience with others, connect with you on social media, float out another review request, or set up a follow-up appointment. Whatever makes sense for your business and unique situation, translate that to the reviews section.
Additionally, keeping your responses short and sweet makes you come off as professional and direct. It also saves you time that could be spent on the core functions of your business. If the customer is satisfied, you don’t need to get into as much specifics as you would with someone who had a negative experience.
The Bottom Line
Customers enjoy seeing replies from a business owner after they’ve left a review, and they’re more likely to return when you show engagement. Other potential customers appreciate businesses that show they’re active in the community and going the extra mile for patrons.
In addition, Google likes to see that a business is replying to positive reviews as well. It’s always best to say thank you whenever anyone gives you a compliment, especially in the business world. Plus, taking advantage of chances to interact with customers helps set your business up for success!
At Uptick Marketing, we want your business to hit five stars all the time and for your business name to show up in search results. And we know how frustrating Google’s algorithm can seem to be to this goal.
Whether it’s your own business, a small business with ties to you, a local business, and/or nonprofit, we have the essential tools you need to succeed in Google reviews and beyond. We partner with many national, international, and local businesses and nonprofits to help with their search engine optimization and digital marketing. Connect with us to help get where you want to be in Google listings and grow your business.