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GBP Review Management - Best Practices
Brandon Klayman • February 27, 2020
Google Business Profile (formerly GMB) makes it easier than ever to play an active role in your business’s reputation management. By responding to both positive and negative reviews your business can build trust, strengthen brand identity and boost its ratings.
A study by the Harvard Business Review revealed that when businesses responded to customer reviews, regardless of whether they were positive or negative, the businesses’ overall ratings improved.
Effective GBP Review Management
In Google’s own words: “Keep your responses useful, readable, and courteous.” To most effectively reply to GBP reviews, follow this guideline.
Things to Remember
- The most effective replies are short and sweet. Potential customers are less likely to read long content. When they don’t read it, you are missing an opportunity to show your current and potential customers how much you value their business. Keep your word count to 150 words or less.
- Each interaction should be human. Use their name and sign off with your own name and job title.
- Show off your brand personality in a friendly and natural way. Sales or scripted text will sound insincere.
- Repeat back what the customer has said so that they feel heard.
- Replies should include actionable items - even in positive reviews.
- Include keywords and NAP (name, address, and phone number) whenever possible.
Positive Reviews
Positive reviews are just as important to answer as negative ones. They are a great opportunity for you to show appreciation and build your base of loyal customers.
So start off by showing gratitude for their business and taking the time to comment. Then, go a step further by providing them with useful information. In doing so, you will be sharing with a wider audience new products, events, or other exciting news which might entice customers and drive sales.
Feel free to ask questions to show customers that their opinions matter!
For example:
Hi Susan, thanks for taking the time to write a review for our Calgary location! We love customer feedback and are delighted to hear that you enjoyed the Malbec tasting event at Tom’s Wine Store. We have another wine tasting event on March 10th at 6 pm where we explore Pinot Noirs from the Burgundy region and I think it might be right up your alley. If you want to sign up or if you can suggest other events you want to see held at our wine store, please reach out to me at [email protected]. I hope to hear from you soon. Sincerely, Jeff - Store Manager
Takeaways:
- The keywords ‘wine store’ and ‘wine tasting’ were included
- The location was included
- The customer was thanked and addressed by name
- Genuine appreciation for Susan’s business was demonstrated
- The reply provided value by telling Susan about an upcoming event - which will be read by multiple people
- The reply was signed off with a name and job title
- Jeff asked her a question which shows her opinion is valued
- He gave her an email address to contact
- The reply was short and sweet
Negative Reviews
A negative review won’t scare away potential customers if it is dealt with responsibly but a poor response will. Lead with your head and not with your heart when it comes to negative reviews.
Responding to negative reviews can be a powerful strategy to show customers you value them. Research has shown that if you solve a customer complaint, 96% of the time that customer will still be willing to do business with you.
In your response to a negative review, you should sympathize with the customer and put yourself in their shoes. Don’t place blame but own up to your mistakes.
Try to move the conversation off Google Business Profile by giving the disgruntled customer a phone number or email to reach out to.
For example:
Hi Susan, we are so sorry to hear that the Malbec wine tasting event did not meet your expectations. At Tom’s Wine Store we always strive for customer satisfaction. On “Wine Nights” we bring in industry professionals, a band, and unique wine pairings to educate our guests on the varietals in our region. However, we are always striving to improve! Please send me an email at [email protected] to discuss which dishes you think would be a better fit for our wine tasting events. Sincerely, Jeff - Store Manager
Takeaways:
- Jeff sympathized with the customer
- The keywords ‘wine store’ and ‘wine tasting’ were included
- The customer was addressed by name
- The reply demonstrated that customer satisfaction is important to Tom’s Wine Store
- The reply was signed off with a name and job title
- Jeff asked Susan a question which shows her opinion is valued
- He gave her an email address to contact him
- Jeff offered to move the conversation off of GBP right away by giving her an email
- The reply was short and sweet
Reviews give business owners an opportunity to engage with their customers in a highly personalized way. By following through with an effective GBP review management system, you can showcase to potential customers that you truly care about their customer experience, protect your reputation, and build a strong brand identity.
Did you know Conscious Commerce Corporation now offers Review Management? Book a call to learn more.
As 2024 comes to a close, we’re excited to reflect on an incredible month filled with achievements, insights, and stories to share. At Conscious Commerce Corporation (CCC), our mission to align consciousness and commerce continues to drive meaningful connections and impactful results. Looking Forward to 2025 As we prepare for a new year, we are inspired by the possibilities that lie ahead. We remain dedicated to evolving our offerings, sharing our expertise, and supporting you in achieving your goals. Together, we’ll continue making strides toward sustainable success and collective impact. Thank you for being a vital part of the CCC community . Let’s step boldly into 2025 with renewed ambition, awareness, and a shared commitment to excellence.
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Conscious Commerce Corporation (CCC) is happy to announce that it has been recognized as both a 2024 Fall Global Award honouree and Champion by Clutch, the leading global marketplace of B2B service providers.
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We want to alert our community about a scam circulating on WhatsApp, where individuals are posing as Conscious Commerce Corporation (CCC) and offering fake job opportunities. This fraudulent activity involves the use of our company name, logo, and a misleading domain (cc9494), all designed to deceive and mislead individuals. Please be aware that Conscious Commerce Corporation is not involved in any recruitment activities through WhatsApp or using the domain "cc9494." If you are contacted by someone claiming to represent CCC and offering a job or requesting payment for any reason, it is a scam . We urge everyone to stay vigilant and never send money or personal information to anyone claiming to represent CCC in this context. Our company values transparency, integrity, and the safety of our community, and we will never ask for payments in exchange for job opportunities or other services. If you have any doubts or receive suspicious messages, please reach out to us directly through official channels. Your safety and trust are important to us. Stay safe and be cautious when interacting with unsolicited job offers or requests for money. Below is a screenshot of the login screen from the fake website—do not trust or engage with websites that look like this.
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