Are You Responding to Reviews the Right Way?

Let’s be honest: online reviews can make or break a business. In fact, 93% of consumers say online reviews influence their purchasing decision. But here’s the catch: it’s not just about getting reviews—it’s about managing them the right way.

How to Handle Reviews the Right Way

Let’s say you run a pizza place called Tommy’s Pizza Palace, and you receive this one-star review:

“This place is terrible. The pizza was cold, the service was awful, and the restaurant was filthy. I wouldn’t recommend it to anyone.”

Bad Response:

“You’re lying. Our pizza is always fresh, and you never even ate here!

Better Response:

“We’re sorry to hear you didn’t have a good experience, but we can’t seem to find your order in our system. Please reach out to us directly.”

Best Response:

“Thank you for your review. We’re sorry to hear about your experience and want you to know we take your feedback seriously. We’re committed to making things right. Please contact us at [email], and we’ll do our best to resolve this.

Why it Matters:

There’s a wrong way and a right way to respond to reviews. A defensive or dismissive response can damage your reputation further. The right way? Acknowledge the feedback and move the conversation offline to resolve the issue. Doing this consistently builds trust with potential customers and shows Google that you’re an active and engaged business, boosting your visibility.

Managing Spam and Fake Reviews

Fake reviews and spam are a constant challenge for businesses. Google and Facebook have reporting tools, but staying on top of monitoring is key. Spam reviews not only hurt your ratings but can also damage the trust customers place in your brand.

Pro Tips for Managing Your Reviews and Reputation

Ask for Reviews (the right way): Politely request reviews from happy customers without offering rewards.

Respond to Every Review: Show your customers that their feedback matters—positive or negative.

Monitor and Report Spam: Use platform tools to flag and remove spam or fake reviews.

Leverage Positive Reviews: Feature great reviews in your marketing materials and social media posts.

We Can Help You Manage It All!

At GM Web Services, we offer Google Business Optimization services with full Review Management to help you protect your online reputation. From monitoring reviews to crafting responses the right way, having a professional on your side is invaluable. We know how to respond strategically, improve SEO, and keep your business looking its best. With expert management, you save time and ensure your responses boost credibility and trust with your audience. Need help with your reviews? Contact us today!