Stop ignoring your bad reviews...
As a business, it's more important to answer bad reviews.
It’s no secret that Google Business is essential to local businesses.
In fact, 46% of Google searches are for local businesses, and recently, I read that 81% of people read reviews when looking for a new local business.1
This means those bad reviews are more than just a simple complaint.
Potential customers read your bad reviews.
Before I get into the strategy around bad reviews, let’s first tackle the tips for replying to good reviews on Google.
First, How To Reply To Good Reviews
I consider “good” to be 4- or 5-star reviews. These are great for your public reputation for your ranking on Google Business.
Your reply should be directed at the customer. Always include:
Customer's first name (if applicable)
Mention your services/products they experienced
Your company's name
Be real with your customer. Showing your genuine response to the customer does a few things psychologically.
✅ The customer feels appreciated.
✅ Any prospects like your responsiveness, that's your audition.
✅ Any disgruntled customers could think you had a "bad day" with them.
But, as we all know, some disgruntled customers may not care if you have a bad day.
How To Manage Bad Reviews
Bad reviews are where you can shine and rise to the occasion to save your reputation.
You’re Replying To Everyone BUT The Customer
When you get a 1- or 2-star review, you should approach them with the same mentality: this is an auction for a future customer reading it.
Whatever you say back to your disgruntled customer will most likely not change their mind, let alone make them remove their review.
Instead, use your reply as a chance to enhance your reputation.
5 Steps For Replying To Bad Reviews
First, determine the problem internally.
Admit any wrongdoing.
Explain your process.
Apologize.
Encourage additional feedback.
1) Determine the Problem
Discuss the bad review with your team. Maybe someone, in particular, worked with that customer and has insight.
This is where phone recordings or online communication records can help explore the issue more deeply.
Understand what happened.