Sample Response to Guest Review With 10/10 Score

Google Reviews: How to Respond to Positive and Negative Google Reviews (+xix Examples)

The ultimate DIY guide for responding to reviews on Google, Facebook, Yelp, and manufacture-specific review sites. Apply these techniques to print your customers, encourage more Google reviews, and rank college in local search results.

Every cardinal technique Widewail's review response team have perfected over 500,000+ responses is explained below.

If you run a multi-location business, we've helped thousands of clients meliorate operational efficiency with our review monitoring and human-led response managed services. If you need a response plan to scale, but besides wait like a human is responding, nosotros recommend you read The Pros and Cons of Google My Concern Review Response Automation Software.

Bottom line:If y'all want to learn how to respond to bothpositive and negative Google reviews, and why online review management is integral to any digital marketing strategy in 2022 - you'll love this guide.

Why are reviews important?

Consider your time to come customer

In today's marketplace, customers rely upon reviews to vet local businesses. In fact, 85% of customers trust online reviews equally much equally a personal recommendation.

Allow's say that you're a consumer searching for a local car dealership. You head to Google, blazon in a few keywords, and are faced with the post-obit two options.

Conspicuously, you're going to cull #1.

And you're non alone.

• Consumers read an boilerplate of 10 reviews before they feel they tin trust a local business concern (Brightlocal).

  57% of consumers will only consider a business if it is rated 4 stars or college.

This last statistic is especially important to keep in mind. Did you know that there are sure search situations in which Google only displays businesses with ratings above 4.0?

See the example below:

While this might be frustrating for businesses rated 3.ix or lower, it makes sense. Google's best interest is to evidence searchers the results that are virtually likely to offering a proven good experience. That ways businesses with higher ratings become a heave.

If your business doesn't have many reviews, potential customers will have less information to help them make a determination about where to store. Even worse, they are less likely to find your business in the starting time place.

"The prominence of reviews isn't particularly shocking, as it's a mode for Google to crowdsource ranking factors, information technology's hard to spam, and the almost problematic type of corruption is illegal."

Source: Local SEO Guide

See these techniques in action. We found 19 unique review response scenarios from effectually the spider web to demonstrate review response techniques. Download the real-world examples guide.

Reviews dominate local SEO

In traditional SEO, reviews have a relatively modest bear upon on ranking. But local search is a different story. Reviews play an outsized office in local search rankings (specifically the Local Pack).

Co-ordinate to Moz, reviews are the second most important ranking factor in 2020, moving up from third, surpassing proximity. This change means the expected quality of experience (reviews) is more than important than where the searcher is physically (within reason). Because of this, review management should be a core role of your business's SEO strategy.

A great manner to explain this is what we call the "deli instance" (illustrated below).

Say yous are in a new urban center, information technology'south lunchtime, and you would like to find a good deli nearby. You search "deli near me". Historically, Google would recommend the closest deli kickoff. In the case of this example, Deli A. Today, if Cafeteria B has more reviews and college ratings, Google will recommend Cafeteria B first, in spite of the fact that the searcher will have to walk a few more blocks.

A meaning alter, the local business organization can now proactively influence search visibility for a wider geographic area, While the concern has no control over where a search comes from, managing reputation information to influence search ranking is well within the business organization's control.

If you think about it from Google'southward perspective, it makes full sense. Its business organisation relies upon searchers existence satisfied with the businesses Google recommends. How does it pick the all-time businesses to recommend? Reviews.

Always be listening

Reviews are an excellent source of feedback. Satisfied customers will rave almost the products they love, while unhappy guests will explain what went wrong during their visit.That'southward right, fifty-fifty negative reviews can be beneficial.

Customer feedback is a great way to amend your business offerings and monitor customer feel trends over time.

Tin you reply to Google reviews?

Yep. As a business owner with admin access to your Google Business organisation Contour (formerly Google My Business/GMB) you are able to monitor and respond to customer reviews.

Hither'due south how y'all Reply to Google Reviews

1. Sign in to Google My Business concern past navigating to business organisation.google.com

2. Select "Reviews" on left-side navigation

3. To reply to a review select "View and reply"

If you would similar to get a direct link to your review page that yous can share, go to business.google.com, and from your home folio find "Get more than reviews" and select "Share review form" to access the link.

Why respond to reviews?

At present that we sympathise why reviews matter, let's discuss why responses thing but as much.

Review response is all about taking control of your business concern's public-facing content. While the internet tin can sometimes feel similar a one-way conversation, responding to reviews gives your business a voice.

Significant SEO Bear upon

Here are the review factors that influence SEO:

• Volume

• Rating

• Keywords

• Unique, up-to-date, and ongoing content

If you are interested in digging into this topic in more detail, bank check out our guide:How Reviews Impact Local SEO.

Volume

More reviews will enable your customers to become a better understanding of the experience they tin can expect to have at your store. Responding can heave this issue, the Harvard Business Review finding in arecent studythat businesses who respond consistently go 12% more reviews.

Worried nearly a negative review? A pile of new v-star reviews will help drown out an isolated negative experience. Potential customers are looking for trends, not individual situations.

Review volume also keeps your information electric current. According to BrightLocal,xl% of customers only take into account reviews written in the prior two weeks. Considering that this statistic increased eighteen% from the year prior, we recollect this trend will continue.

An even more reliable way to get more reviews is through our review generation productInvite. You can use Invite to request reviews from private customers via text, or yous can sync it up with your point of sale system to reach all of your customers automatically.

Rating

Your online business rating is likely the first quality indicator your potential customers will see. At a minimum, a rating above 4.0 should be your target.

This will get you by the first round of cuts. More often than not, iv.0-4.5 is proficient and 4.5-five.0 is the top of the pack.

Keywords

This is whereGoogle review managementreally comes into play. Yep, your customers' reviews will sometimes incorporate keywords, just responding gives you the chance to ensure Google knows exactly what your business is about.

Relevant keywords to consider in your review responses:

• Business name

• Location

• Products

• Services

Compare these two responses. Which one has a better SEO value?

Both are pleasant, but number two also provides Google with helpful information. The second response lists the accurate name of the business and the total product name. The customer mentioned "Prime Toyota", merely the consummate business organisation proper noun is "Prime number Toyota Boston." By responding, Google now has admission to the proper name.

Unique, up-to-date, and ongoing content

To Google, a strong indicator of a salubrious and active business is new content on a consistent basis. Responding to reviews volition effectively double your GMB content activeness.

"Amidst consumers that read reviews, 97% read businesses' responses to reviews." Source: Brightlocal

The "Adult in the Room" Theory

By actively participating in your business's review conversation, you are probable to see a drop in short, negative reviews. If a client know that the director is likely to read and reply to their review, they will be less probable to get out a trivial negative review. The remaining negative reviews will provide feedback for your team or an opportunity to remedy a poor state of affairs.

Place and Solve Issues Early

Conventional wisdom says addressing a trouble is better than letting information technology fester. Reviews are no different.

In our experience, dealing with a client frustration head-on as quickly as possible is most likely to atomic number 82 to a positive outcome.

Furthermore, responding to reviews demonstrates to future customers that if they patronize your business and have a trouble they can expect prompt customer service.

Better customer service = happier customers!

8 Types of Review Responses

Types of Review Responses:

• No response

• Negative-negative response

• Barely-there response

• Spellcheck response

• Robo response

• Eager-beaver response

• Keyword-less response

• Widewail response

1. No Response

Coming in dead last: no response at all.

Reviews stack upward without acknowledgment. Hundreds of customers get unthanked. Rude language and misinformation remain online. All in all, ignoring reviews makes information technology look like the visitor doesn't care well-nigh its guests or its reputation.

2. The Negative-Negative Response

The positive reviews get the attention they deserve, but negatives go overlooked.

This might exist the worst message to send potential customers: that guests without complaints volition be treated with kindness but those looking for help will be ignored.

Even across customer service,negative reviews provide valuable information to businesses about how they tin can improve. The only thing worse than ignoring negatives is responding to them in anger. No matter what the review says, answering in an aggressive tone makes the visitor seem picayune and will invite a very public customer service burn down.

3. The Barely-There Response

One stride in a higher place ignoring reviews is responding with as piffling attempt equally possible. Each positive review receives the same "Thanks," while unhappy customers are provided a general email address where they can transport their feedback. At least there is an answer, simply no one believes that anyone from the visitor is actually concerned almost resolving their patrons' issues.

iv. The Spellcheck Response

Even a response that contains smashing content can exist ruined with grammar issues, incorrect spelling, and awkward prose. Mistakes like these, especially ones that would exist fixed with a unproblematic proofread, paint the company in a very unprofessional lite.

If the business organization doesn't care most the details when it comes to communicating with their clients, will their care most the details when information technology comes to their service?

5. The Robo Response

It's obvious that these responses are copied and pasted from a template, or otherwise written by a machine. While detached responses might seem like the most professional selection, they may further upset unhappy customers.

These dissatisfied guests are looking for answers and they want to speak to a existent man, not an automated message.

Future customers might be turned off as well, believing that the service they can expect in person will be every bit common cold as the interactions they viewed online.

Read the pros and cons of anautomated vs. managed servicereview response solution.

six. The Eager-Beaver Response

We know that businesses are enthusiastic almost their customers, simply information technology'southward possible to go overboard when it comes to answering online review.

All-caps paragraphs running longer than the review itself, multiple thank y'all, excessive emojis and assertion points all will exist overwhelming to the reviewer. Customers should be treated with respect, not pandered to.

seven. The Keyword-Less Response

This response meets all the basic requirements, but it'due south missing a huge opportunity: SEO keywords.

Terms like the dealership name, auto makes and models, and services offeredaid increase the visitor's rank in local GMB searches. While not necessarily bad in terms of customer services, these responses aren't doing anything for SEO optimization.

8. The Widewail Response

Finally, the all-time selection: aresponse written past experts.

Easy to read,professional with a personal touch, packed full of SEO terms without being clunky. This is the response which volition thank current customers properly, boost the company site'southward ranking with the GMB, and encourage potential clients to give the business a hazard. We too know whatnot to do.

All-time of all, it requires no boosted try from the team assisting guests in person. They can focus on their job, knowing that their clients will be well taken intendance of even after they leave the store.

Read more about the tactics used by the Widewail team when responding to positive and negative reviews in the upcoming sections.

Best practices for responding to positive reviews

How to respond to positive reviews:

• Piece of work keywords into your positive review responses

• Utilize the client's proper noun

• If a customer mentions a product, repeat it in your response

• Mention boosted products you lot sell

• Share your visitor values

No large surprise here - your business should be responding to all positive reviews. A common fault is to respond only to unhappy customers. Operationally this makes sense, but considering Google tends to favor reviews that are engaged with, by but responding to negative reviews you run the hazard of pushing that content to the peak of your page. Avert this by responding to all of your customers.

Positive reviews are a way to engage with happy customers and go on the chat going afterwards the sale. A positive response to a positive review will leave a good impression on the customer, leading to a higher probability of repeat business.

Work keywords into your positive review responses

Every bit mentioned above, a positive review response is an obstacle-costless opportunity to add together relevant keywords to your GMB (without keyword stuffing). Local business keywords are generally business organisation name, location, products, and services.

Utilize the customer's name

Calculation the reviewer's name to the response is an easy personal touch.

If a customer mentions a product, echo it in the response

If the customer mentioned the brand or model of the vehicle they purchased, be sure to include information technology in your review response. If you aren't sure which vehicle the customer purchased, don't guess!

*Annotation - It is common for reviewers to utilize shorthand versions of the model they purchased (i.e. "2019 Civic"). Your response is an opportunity to include the full keyword set, "2019 Honda Civic."

Mention other products

Another mode to make the almost out of your review response is to mention other products the customer could potentially purchase in the futurity.

Warning: information technology can be easy to become overboard when adding keywords. Make sure you are confident that the additional product you are recommending is useful to the reviewer.

Share your company values

Identify some of your business's cadre values. For example, your business may pride itself on offering a transparent and stress-free shopping experience. Utilise the review response as an opportunity to communicate that to futurity customers - the people reading your reviews!

Other tips

• Avoid repetition whenever possible. While it's challenging to come upward with different ways to say essentially the same thing, diverseness is key to providing personalized service to your customers.

• One simple fashion to vary review responses is to switch between "I" and "we." For example, "I am glad to hear that you had a skillful feel" vs. "we thank you for sharing your positive feel."

• If a customer indicates loyalty or repeat business organization in their review, acknowledge that in your response.

• Positive review responses should always be conversational. Anyone reading the response should exist able to tell it was written by a existent person. This is especially of import to remember when including keywords. While yous desire to become the most SEO benefits possible, make certain that your responses are tasteful above all else.

xi Positive Review Response Examples

Nosotros've collected a scattering of examples on how to answer to positive Google reviews. These examples are existent customer reviews and responses sourced from Google.

We've tried to select a variety of scenarios.

Why it works

This response checks the boxes for virtually all of the positive review response tactics:

• It's personal, repeating the name of the employee listed in the review

• Information technology reiterates the company values mentioned by the reviewer, such as timely advice and professionalism

• It includes the store proper noun and a prompt for the reviewer to come up back for another service.

Finally, an emphasis is placed on saying thank you.

Recollect, customers with positive experiences take limited motivation to mail a review, so information technology is important to show your appreciation.

What you should steal: The line "thank y'all so much for sharing" is an awesome manner to acknowledge the extra attempt this client put forth on the business concern'south behalf.

Why information technology works

Every bit you can see in this response, commenting on how a positive review "makes our twenty-four hours" is a dainty personal touch.

What you should steal: The words "fantastic" and "grateful" are descriptive adjectives to consider.

Nigh importantly, all the nuts are covered: the customer name, the shop proper noun, and the product proper name are all mentioned.

Why it works

When customers brand a successful purchase, particularly a large purchase such as a car, they often have a sense of achievement.

Engage with this emotion past offering your congratulations.

If a customer offers praise of a specific employee, use information technology every bit an opportunity to repeat their compliments and reinforce that, aye, this person is great. It'due south not a stretch to presume time to come customers will look at Luis as an example of the customer service they tin can expect from this concern.

Why it works

In their response, the business suggests that they have a daily service goal.

This is an excellent way to reinforce that future customers tin await a similar feel, no matter when they cull to patronize the concern.

What you should steal: "Validating" is a great discussion to advise that positive reviews are more a sign of financial success; they are a personal success likewise.

Why it works

Starting your response with a quote from the original review is a great fashion to highlight the well-nigh flattering piece of the review.

Because this business concern answers reviews on a consistent basis, they can conclude with the annotation "this holiday season."

What yous should steal: time-specific sign-offs are a adept mode to personalize responses.

Why it works

This client mentions they traveled a long distance to visit the dealership and the response acknowledges their additional endeavor.

Why it works

The phrase "earning your business concern" helps to portray the business concern as humble. Nobody wants to bargain with airs.

Why it works

This response does a good job of communicating the business concern's "great prices," but doesn't come off overly salesy. Ending with a personal argument of well-wishes adds a overnice touch.

Why information technology works

The about common Google reviews are v-star, no-comment.

To make responding like shooting fish in a barrel and ensure a diversity of answers, this business organization has created a list of response templates.

They update the template with the reviewer's proper noun and the business's name before publishing.

Why it works

The customer mentions a specific trouble the business solved: addressing a flat tire.

This data forms the ground of the response.

Why information technology works

Rather than repeating "thank you for the recommendation," this response employs a peachy alternative: "we capeesh your endorsement." A number of phrases are interchangeable: "nosotros capeesh" and "thanks;" "recommendation" and "endorsement;" "rating" and "review;" "honored that" and grateful for."

Even elementary give-and-take changes similar these make responses seem more unique and human.

Widewail Tip: Switching up perspectives, like swapping "we" with "I," adds diverseness to responses.

Best practices for responding to negative reviews

How to respond to negative reviews:

• Stay professional

• Don't speculate

• Minimize emotion

• Present the facts

• Apologize for the customer's frustration only

• Do non publicly admit guilt for the material issue

• Avoid public accusations of review fraud

• Provide a productive side by side step

When responding to bad reviews, the #one goal is to move the conversation offline.

Offer to resolve the situation via telephone or electronic mail and then follow-up with the customer quickly. Google reviews is non the place to go into a debate.

Professionalism is cardinal

Practise your best to avoid beingness defensive, overly emotional, or sarcastic. Leave out personal opinions well-nigh politics, ideals, religion, or social issues. Review responses should remain professional person and neutral.

Avoid public accusations of review fraud

Simulated reviews do happen, merely you should respond to them in the same manner as any other negative review. If you lot believe a review is fraudulent,report information technology through the proper channels.

Is information technology possible to remove negative reviews? Yes, but only if the content violatesGoogle'due south Review Policyguidelines.

Apologize for the client's frustration only

While at that place are certain situations that require an apology, don't say deplorable if it isn't necessary. Focus on apologizing for the fact that the customer is upset and relieve addressing the textile consequence for a direct phone call or email.

Ideally, you'll demonstrate compassion for your customers without making a public admission of guilt. The next reader knows at that place are two sides to every story.

Provide a productive next step

When it makes sense, allow the customer know you plan to take action immediately. This will prepare the customer for your phone call and show future customers your willingness to have activeness.

Don't speculate

When the customer says that they're frustrated but doesn't say why, what do you lot practise? Don't speculate. Simply acknowledge that the customer is upset and kindly ask them to share more data about their experience with you over the telephone.

8 Negative Review Response Examples

Why it works

Reviewer A feels as if they were treated in an unprofessional style throughout the duration of their experience. They've also admitted to taking their business organization elsewhere, and then there is likely no opportunity to win back the bargain.

In cases like this 1, the business should use this shopper's experience equally a learning opportunity.

The response starts off by firmly establishing that professionalism is important to their business concern and they regret having lost Reviewer A's business organisation. Notation the response does not explicitly apologize for the cited unprofessional behavior, merely but acknowledges the reviewer's frustration. The response is completed by offering the reviewer an opportunity to discuss their experience further.

If the shopper follows upwards, not bad!

The business volition take the chance to address their concerns. If not, futurity shoppers will run across that they are open to customer feedback.

Widewail Tip: If you are unable to locate the customer's contact information, politely asking they give you a call, leaving a straight phone number at the end of the response.

Why it works

Although what Reviewer B has written is a bit disruptive, it's easy to understand that they are unsatisfied with the service they received and the delay in their repairs. This perspective may or may non be accurate, but as responders, information technology's not our job to go to the truth. Our goal is to understand with the client'south frustration, which is undeniably true, and so request the conversation move offline.

The response begins by acknowledging the client's frustration and acknowledge that this treatment is non acceptable by the standards of the business. It's of import to identify the negative scenario as an isolated issue and then that time to come readers volition understand the situation described in the review is not the business'south normal operating process.

Apply of the phrase "apropos details" demonstrates that the business organisation is taking the review seriously, only at the aforementioned fourth dimension, is purposefully vague. It's best to avoid repeating details from the review, as this provides Google with content that is detrimental to your reputation. The review ends by offer the customer an opportunity to share more well-nigh their situation forth with providing contact information.

Widewail Tip: If the concern has Reviewer B's phone number, a more proactive arroyo would be to say "I'm going to give you a call" in place of "delight consider giving me a call."

Why it works

The dreaded 1-star no comment. On one hand, future customers won't have much data to appraise the business and they may even question the validity of the review. On the other mitt, they may speculate why this customer is upset.

Get-go, we recommend whomever handles review responses await up the customer's name in their database and check in with their team. They may glean plenty information to attain out to the customer direct or provide a specific response. If after researching they are still left in the dark, the best option is to investigate.

The response starts by recognizing that a one-star feel is unacceptable. What follows is an offer to address the reviewer's concerns. The business provides contact data for their General Sales Manager in hopes that Reviewer C will give them another chance.

Widewail Tip: "Make this right" is a proactive phrase that will come up in handy when responding to negative reviews.

Why it works

Although this is a iv-star review, it contains a good for you amount of negative information. This is a great opportunity for the business to engage with Reviewer D in a positive mode. If they tin can exercise that, they might encourage Reviewer D to give them another shot.

Right abroad, the response acknowledges Reviewer D's feelings and apologizes for their less-than-perfect visit. The concern doesn't make a hope to ameliorate their facilities, but they practice recognize the feedback. Every bit e'er, a good move is to open a communication aqueduct in the event that the reviewer would like to share more than details. Shifting the perspective, the last sentence expresses that the concern hopes to work with this customer again and provide a better experience in the future.

Widewail Tip: While one complaint about facilities shouldn't crusade concern, a pattern of similar feedback could prompt upgrades.

Why it works

Online requests for refunds tin can exist tricky. While businesses may exist eager to demonstrate that they do right by their customers, each situation needs to be considered on a example-by-case ground.

The response to Reviewer E acknowledges the customer'south frustration and then offers to review the state of affairs in more than item. Although it may not exist possible for the Service Manager to find a solution that satisfies Reviewer East, at the very least she may provide data that could assistance them approach a similar situation differently in the future.

From the lens of reputation management, the response demonstrates that the business organization monitors their feedback and communicates with their customers.

Why information technology works

Reviewer F'due south situation certainly sounds frustrating. At the same fourth dimension, it'due south understandable that staff turnover could lead to mistakes and miscommunications. This response benefits from a gracious perspective - "appreciate yous sharing" - and an amends.

Widewail Tip: The phrase "grooming opportunity" demonstrates that your business takes feedback seriously and proactively addresses customer concerns.

Why it works

E'er be polite when speaking for your business organization online, only don't exist afraid to agree your ground if the data presented does non align with your feel. In this instance, a firm and straightforward response clearly communicates parts of this state of affairs are not explained in the review.

Why it works

When a customer leaves a negative no-annotate review, Widewail recommends that businesses request additional information. The get-go line in the response above is ane approach, while something similar "I'g sorry you were not completely satisfied with your visit" is also appropriate.

This response is a slap-up template to have readily available every bit a reference for negative no-annotate reviews.

How do you know if your review management strategy is working?

At Widewail we offer a detailed performance report as a component of our services. Using our reporting your team is able to analyze operation by location, review site, profit center, and time period.

Is your sales section underperforming your service department? When responding to reviews our team tags each review with the relevant profit center. As a event, we tin can compile a report that shares insights into specific turn a profit middle performance.

For example, we run across below that Location ane has a combined rating of 4.5, but profit eye i is scoring a iv.8 and profit center 3 is scoring a iii.9. This partition helps you to identify specific customer service issues.

While Google's star rating is a lifetime aggregate, Widewail'southward reporting enables customizable, date-specific, trending performance analysis.

Service ratings trending sharply down? Our reporting gives y'all the specific information needed to solve problems early.

Widewail client reduces negative reviews by 64% in 9 months.

Bonus: Instance of a "Widewail Salve"

When all the techniques are properly implemented sometimes an unhappy client can turn into a happy customer. This is what we want!

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Source: https://www.widewail.com/guide-review-response

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