Google reviews make up the vast majority of online reviews (as much as 73%). And how you manage and respond to a Google review can help you build more trust with potential customers.
Google reviews appear within your Google Business Profile (GBP) on Maps and Search. Like this:
So it can be one of the first things that people see when they look up your business on Google.
In this post, we’ll explain why responding to Google reviews is so important for your business.
And show you best practices on how to respond to a Google review, whether that review is positive or negative.
Why Is It Important to Reply to Google Reviews?
When you respond to Google reviews, you show people that you actually care about customer feedback.
Which can lead to better online reputation and better customer relationships. And potentially more qualified leads.
In fact, 93% of consumers expect businesses to respond to their reviews. And 41% of consumers would choose businesses that respond to all reviews over ones that don’t.
Here are more benefits of responding to customer feedback on Google:
- It fosters better customer relationships and trust. Engaging with reviews shows that you value customer opinions and appreciate them choosing your business. A business that responds to reviews tends to appear more trustworthy and customer-focused than one that doesn’t.
- It reveals valuable insights. Being curious about your customers’ experiences and asking them how things could have been better helps you identify ways to improve your product or service.
- It improves local rankings. According to Google, high-quality and positive reviews can improve your local search visibility.
How to Reply to Google Reviews
Learn how to respond to a review on Google. So you can start building customer trust and relationships today.
1. Verify Your Business
Google needs to verify your business before you can respond to Google reviews.
First, create or claim your Business Profile (if you haven’t already).
Set up your profile by providing business details. Like your business name, website, location, and contact information.
Google will then offer different ways to verify your business. Including by phone, email, or video recording.
It can take up to five working days for Google to review and verify your details.
Further reading: How to Add Your Business to Google: The Ultimate Guide for 2024
2. Respond to Google Reviews Using Google Search or Maps
You can reply to Google reviews using your computer, Android device, iPhone, or iPad.
But for this guide, we’ll show you how to do it using your computer.
First, head to Google Search and enter your business name into the search bar.
Then, click on the “Reviews” tab in Maps. Or the “X Google reviews” link in Search.
And hit “Reply” under the review that you want to respond to.
Write your response in the pop-up that appears. And click “Reply” to publish your response.
Edit or delete your response after publishing it. By clicking on the “Edit” or “Delete” button underneath it.
Learn more about how you can reply to reviews on other devices by reading Google’s documentation.
3. Reply to Google Reviews Using Semrush
You can also view and respond to Google reviews using Semrush’s Review Management tool.
This AI-powered review management tool allows you to monitor customer reviews across multiple platforms (not just Google) using a single dashboard.
Here’s how to do it.
First, open the Review Management tool. And enter your business name into the space provided. And select your business from the list.
And then click “Continue setup.” And follow the prompts to set up your account.
When you’re done with the setup, you’ll see a “Review Progress” bar chart that shows how many reviews you got. And what your average star rating was.
Scroll down to the “Reviews” section to see your latest reviews.
And click on the “Not Replied” filter to see reviews you’ve not responded to.
You can also click on the drop-down menu in the top right portion of the table. To filter for positive or negative reviews.
And start drafting your response. Either manually or with AI.
If you want to use AI, click the “Generate draft” button to instantly generate a response. This option is available for your first five unanswered reviews.
Click “Reply” when you’re satisfied with your response.
Best Practices for Responding to Negative Google Reviews
Dealing with positive reviews is easy. (And we’ll get to that later).
But how do you respond to a Google review when it’s negative?
That can be challenging. Especially if you think the review is unfair or misrepresents your business.
But handling negative reviews the right way shows readers that you care about customer satisfaction. And doing so can build trust and improve customer relationships.
Here are some tips for responding to bad Google reviews.
Choose the Right Time to Reply
Responding promptly shows your business values and listens to what customers have to say.
In fact, 54% of customers who left a negative review expect the company to respond.
However, don’t rush to respond.
Give yourself enough time to process the review. And then draft an appropriate reply that addresses the problem presented and provides a solution, when possible.
As a general guideline, we recommend responding within one to seven days.
Address the Reviewer Personally
When crafting your response, address the reviewer by name, if possible.
This personal touch shows that you see the reviewer as an individual, not just another customer. It can also help your response feel more genuine and considerate.
Start your reply by acknowledging the reviewer’s specific concerns.
For example, instead of a generic “Thank you for your feedback,” you could say, “Hi [Name], thank you for bringing [specific issue] to our attention.”
This approach demonstrates that you’re engaged with their situation and take it seriously.
Like this personalized response from Miami’s Quality Auto Repair shop.
Apologize and Accept Responsibility
Acknowledging any mistakes or shortcomings is crucial in defusing a negative situation.
Any apology should be sincere and specific to the reviewer’s issue. Cookie-cutter apologies may seem disingenuous.
So, instead of saying "We’re sorry for any inconvenience," you could say, "We’re truly sorry that your order was delayed and that this delay impacted your experience. We understand how frustrating that must have been, and we’re taking steps to ensure this doesn’t happen again."
Of course, you shouldn’t accept blame for anything beyond your control as a business (like bad weather). And it’s sometimes worth providing more context to explain why certain situations occurred.
Here’s an example of a well-balanced reply from The Hermosa Inn.
The response is empathetic and conciliatory, but only admits blame where it’s due.
Offer Solutions
Customers appreciate apologies. But, ultimately, they prefer solutions.
Whenever possible, offer something to try to make it up to the customer.
This could be a refund, a replacement, or a discount on future services. Something tangible that shows you’re committed to making things right.
At the very least, you should promise to address the root cause of the problem so it doesn’t happen again.
For example, in this response, Spiller Park Coffee acknowledges that the business should be more mindful of its music choices as a family-friendly establishment.
Maintain a Professional Tone
Even if a review feels unfair or overly harsh, keep your tone professional and respectful.
Responding defensively or with frustration could discourage potential customers from doing business with you.
So avoid resorting to excuses, blame-shifting, sarcasm, or any language that might come across as dismissive or combative.
Keeping a cool head shows your business values customer satisfaction and handles criticism gracefully.
Your responses should also be well-written and free from spelling and grammatical errors.
Use the AI Writing Assistant app to create professional replies for public reviews.
Search “review” to find the Review Responder tool.
Enter details about your review to help the tool generate a response. Adjust your tone of voice to be professional or friendly, among other options. Then, click “Generate.”
The tool will create responses for you to use or to edit further.
Encourage the Reviewer to Contact You Directly
Sometimes, it’s more helpful to invite the reviewer to continue the conversation privately.
Encouraging them to contact you directly allows you to address their concerns in more detail, away from the public eye, and helps prevent further escalation.
Offering a direct line of communication, like a phone number or email address, demonstrates your willingness to resolve the issue.
Like this example from the Stubborn Seed restaurant in Miami.
Address What Caused the Problem
You should value positive and negative customer feedback equally.
After all, a valid negative review tells you how you can improve the customer experience. And the more you improve your customer experience, the fewer bad reviews you’ll get down the line.
Look for any patterns or recurring issues in your reviews.
And ask yourself, “Are there specific aspects of your service or product that cause dissatisfaction?”
Once you’ve pinpointed what caused the customer dissatisfaction, take concrete actions to fix the issue. Whether it’s retraining staff, improving product quality, or adjusting policies.
After implementing changes, consider informing your reviewers (and future customers) of the steps you’ve taken to resolve these issues.
This shows that you actually care about your customers. And are striving to improve the service you provide.
An example update could be, “Thank you for bringing this to our attention. We’ve since taken steps to [describe the solution] to ensure this doesn’t happen again.”
Further reading: How to Respond to Negative Reviews: 6 Best Practices
Best Practices for Responding to Positive Google Reviews
Responding to positive Google reviews is just as important as addressing negative ones.
Acknowledging satisfied customers can foster loyalty and encourage others to share their positive experiences.
Here are some tips for responding to positive Google reviews:
Show Genuine Appreciation
Showing genuine appreciation for reviews can help you build lasting customer relationships.
A simple “thank you” can go a long way.
But you can build an even stronger connection by personalizing your response and mentioning specific details from their review.
For instance, if the reviewer praised a particular product or service, acknowledge it directly. Like this:
“Thank you [customer name]! We’re so glad you loved our [specific product/service]!”
Here’s an example of a heartfelt thank you from The Book Cellar in Chicago.
Show Your Brand’s Personality
Positive reviews can be an opportunity to showcase your brand’s unique personality. And make your brand stand out.
So don’t be afraid to let your brand’s voice come through in your responses. Whether it’s friendly, quirky, or sophisticated.
For example, if your brand is known for its sense of humor, you might add a light-hearted remark in your reply. This makes your response more memorable and reinforces the fun experience customers associate with your brand.
Like this playful reply from the Abracadabra costume shop in New York City.
Highlight Key Aspects of Your Business
Positive reviews are also an opportunity to highlight key aspects of your business you want to promote.
When responding to positive feedback, consider how you can subtly mention other features potential customers might find valuable.
For instance, if a reviewer praises a specific service or product, you can expand on it by emphasizing similar features, upcoming events, or special offers related to it.
In this example, Wanderlust Yoga teases an upcoming yoga challenge.
Manage and Grow Your Brand’s Reputation
Responding to Google reviews—both good and bad—is essential for managing your business’s online reputation. And building meaningful relationships with your customers.
But keeping up with reviews is hard. Especially if you get a lot of them.
So use a tool like Review Management to respond to customer feedback promptly and compassionately.
The tool has AI features that help you craft your responses. And an automated response feature that will help you respond to positive reviews quickly.
Stay on top of your Google reviews to foster customer loyalty, address concerns before they escalate, and showcase your commitment to providing excellent service.