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How to Respond to Positive and Negative Review

Reviews on Google play a crucial role in today’s businesses. These days 90-95% of people before buying or researching any product or place they check the customers’ reviews on google. every business will have positive reviews and negative reviews. Review marketing is a powerful way to show local consumers that your business is the right choice for their needs.

As a business owner, he should engage with his customers by responding to all the google reviews, the owner should able to handle all the positive and negative reviews by replying to the customers in a Humble Way.


Why is replying to your Business reviews is important?

Replying to Business reviews is a strategy of Review marketing. Responding to online customer reviews, especially when there is a negative review, helps you learn from your mistakes as an owner of the Business and this learning will improve your customers' overall experience and your business' reputation.


Why should you respond to positive Reviews?

If a customer gives you a 5star rating then it is a great benefit for your business, Positive reviews are the promoters of your Business, and responding to the positive reviews is a simple and easy way to build a one-to-one connection with customers and it also benefits your brand identity.

90% of customers are looking into the reviews, So Thanking and politely replying to customers feels special and good to them replying to the review is a chance to speak to the public about the business.

How to respond to a positive review:

  • When you get a positive google review, you need to first thank the reviewer to make sure that the reviewer feels special in your reply.

  • Mention your business name and use some good keys words in your response This will help the positive review appear in google search results.

  • Add up a little marketing because your review is public, in the future your new customers check all the details and information.

  • Say the customer to visit again, use another service, or spread the word.

Here is a small example of a good review, how to respond to a positive review.





Why Should you reply to Negative reviews?

A bad review hurts, if the review is against the google policy then the review can be removed like for example if the review has bad content like using any inappropriate language then the review can be removed.

You can’t just ignore Negative google reviews because the review is public, if you don’t respond then your future customers will look into those reviews and get a bad option on your business and they never wanted to become your customer. You’re not just replying to your reviewer, you are speaking to your future customers too. Replying is your opportunity to make things right. If a customer complains to you in a review, you should try to make it right. Replying shows other readers, you are not hesitating or neglectful to feedback, and have ensured this problem won't happen to the next customer.


How to Respond to a Negative Review:

  • Once you get a negative google review you should be quick to respond to a review in public.

  • Address the reviewer’s name and apologize and Acknowledge the customer’s concerns. and show some sympathy as the customer had a bad experience.

  • Provide contact info with the business managers or executives so they can discuss the problem in person.

  • Keep the conversation short and simple don’t prolong and ask too many questions and don’t mention the business name.

Negative reviews Examples



If you respond in this way some times the negative review turns out to a positive review.


want to learn more about this? get in touch with experts at Granddad Communications

Granddad Communications Private Limited

Second floor, 7-140/2,

Nagendra Nagar, Habsiguda,

Hyderabad,

Telangana 500007.

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