23 Jul How To Respond to Negative Reviews on Google My Business

The sun shines a little brighter when we receive positive feedback. It’s a well-deserved pat on the back and validation that your hard work is paying off. But sometimes that’s not always the case. Cue the doom and gloom that comes with the frustration of having a negative review on full display on your Google My Business (GMB).

Don’t fret! It’s not the end of the world. While no one enjoys disappointing a customer, it’s important to step back and understand that behind every negative review is a person attempting to be heard.

Another important tip? Around 85% of customers read good and bad reviews on Google before trusting a business. So make sure your response game is on point!

Here are a few quick tips to help you respond to bad reviews on GMB:

Be Kind

As mentioned before, customers simply want to be heard. Whether you believe you deserve the negative review or not, responding in a way that’s unkind will only create a negative impression of your business. Remember, customers are scrolling through your reviews to ensure they can trust your business. Be kind and respond in a manner that puts current and future customers at ease.

Be Human

We’re living in the digital age, so sometimes it’s nice to know there’s a human behind a business. A helpful tip is to respond directly to a customer’s concerns when drafting your response, empathising with what caused them to be upset. Put yourself in their shoes. How would you feel if the experience you expected wasn’t exactly what you received?

Be Timely

It’s not always easy to draft a response. You may even feel as though you’re incapable of writing a thoughtful reply. However, always respond to negative reviews in a timely manner – within 24 hours if possible. This allows you to gain control of the situation as quickly as possible. You never know… you may just convert your biggest critic into your biggest fan.

Be Grateful

“Criticism may not be agreeable, but it is necessary.” This quote from Winston Churchill perfectly sums up why any form of feedback is food feedback. Reviews are a wonderful way for you to determine where your business still needs to grow. Therefore, thank customers for taking the time to review your business. It demonstrates professionalism and an eagerness to improve.

Harness The Power of Google My Business

Google My Business can be a powerful tool for your business. It helps consumers with getting to know your business, builds trust and provides them with the platform to share what they love (or don’t love) about your products or services.

Speak to our experienced team at SOMS Digital Agency and find out how you can harness the power of Google.