Should you respond to Google reviews?

James Hussey

A Google review comes in. You read it, maybe mention it to someone in the office, then carry on with whatever you were doing.

This is probably what happens with plenty of reviews, especially the good ones. There is no problem to solve, so replying can easily end up at the bottom of the list.

It is worth doing though – because when someone looks your business up on Google, they are often reading more than the star rating. They can see what customers have said, but they can also see whether you have bothered to respond.

Why reply to positive reviews?

If somebody has taken the time to leave you a good review, it makes sense to acknowledge it.

You don’t need to write much. In fact, shorter replies often feel more natural. A quick thank you, ideally mentioning something specific from their review, is usually enough.

It also helps show that your business is active and that you pay attention to your customers. This can be reassuring to somebody who is deciding whether to contact you for the first time.

What should you do with a bad review?

This is where replies become even more important. A negative review can be frustrating, especially when you feel the criticism is unfair. Even so, arguing with the reviewer in public is rarely going to make your business look better.

Try to look at your response from the point of view of the next person who reads it.

If something went wrong, acknowledge it. If the review is inaccurate, explain your side calmly. If the issue needs a proper conversation, ask the person to contact you directly so it can be sorted out away from the review section.

Do you need to reply to every Google review?

You don’t necessarily need to drop everything every time a review appears, but leaving reviews unanswered for months probably isn’t the best look either.

Google encourages businesses to respond to reviews because it shows people you are listening.

The main point is not to overthink your replies. Avoid pasting the same stock answer under every review. Keep it relevant, polite and write it in the same sort of language you would use if the customer was standing in front of you. This usually comes across far better than a perfectly polished corporate response.

So, should you respond to Google reviews?

In short, yes. You do not need to turn every reply into a lengthy customer service exercise, but acknowledging feedback is a simple way to show that your business is paying attention.

Thank people who leave positive reviews, deal with negative ones calmly and keep your responses genuine. Over time, this can help create a better impression of your business for anyone checking you out on Google.

If you need any help optimising your Google Business profile, please get in touch with our team at Engage Web.

About
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James Hussey

Digital Marketing Executive at Engage Web

Having once gone to school in the Burnage area of Manchester known for being the childhood home of Noel and Liam Gallagher, “Some Might Say” that James is a “Supersonic” presence within Engage Web, happily turning his hand to “Whatever” tasks his role throws at him.