Transform Bad Reviews: 5 Strategies for Handling Negative Feedback on Google Business
Also: I started a Marketing Book Club
It’s no secret that Google Business is essential to local businesses.
It’s so important that my story was boosted in the Medium platform because businesses need to know how to focus on gaining more reviews.
In my opinion, Google Business can be seen as a requirement for success for any local business.
If you don’t have an optimized Google Business Account, you’re stunting your growth tremendously.
Don’t believe me? Read this:
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. — source
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.
Looking to gain more reviews? Try this→
How To Manage Bad Reviews
Bad reviews are where you can shine and rise to the occasion to save your reputation.
When replying to bad reviews online, you’re not replying for the reviewer to read it, but instead for the next potential customer.
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 a 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.
I randomly asked if there was a marketing book club on 𝕏, and it seemed to spark interest.
So, I started one, and it gained over 20 members in the first week!
While I get that off the ground, I am taking a break from my regular newsletter format - expect a normal edition next week!
In the meantime, if you're interested in joining The Marketing Book Club, feel free to sign up below!