By Ross Pike
An average rating for your business is one of the first things potential customers see.
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What is the first thing you do when you seek the services of a new company? Chances are you’ll Google them. More than 60% of customers check Google reviews online before visiting a business. Understandably, they want to check out the experience others have had with your company before committing to you.
This is why Google reviews are important and why you should strive to acquire them. The first thing that comes up when you search for a business on Google is the company’s reviews and average rating, and if those aren’t good, potential customers are likely to go elsewhere.
What are Google Reviews?
Google reviews are business feedback left by customers on the Google platform. When someone searches for a business on Google or looks for directions on Google Maps, reviews are one of the first things they’ll see.
All you need to leave a review is a Google account, and it’s a free service. The popularity of Google as a search engine and Google Maps means that these reviews are much more widely read than those from websites like Trustpilot.
Why Google Reviews Matter
Since Google is the most used and trusted search engine, people pay attention to reviews on the platform. Google reviews are important because:
They raise the profile of your business online. People are more likely to visit your website or business if they see good reviews.
They are beneficial for search engine optimization. If Google sees that you have good reviews, your website will rank higher in search engine results because Google can see that you are popular and provide customers with a good experience. As a result, good reviews improve your relevance. Google’s algorithm is dedicated to providing searchers with the most relevant results, so having good reviews will improve your rankings.
The star rating based on your average rating appears under your business name on your Google Business Profile. If you have 4 or 5 stars, this will get more people to click on your business listing.
They allow you to receive essential feedback about your business. Customer feedback helps you understand how others perceive your company and identify areas for improvement.
Good reviews improve brand trust. People trust Google, so they trust the reviews found on your Google Business Profile.
It’s important to monitor your reviews regularly. If you notice recurring customer service issues or other complaints, you can rectify them to improve your customer experience.
How to receive and respond to Google reviews
1. Set up a Google My Business account
The first thing you need to do is claim yours Google Business Profile. Chances are, if you’ve been around for a few years, you’ll already be showing up on Google Maps and local searches; you may even have some reviews already.
Once you claim and optimize your business profile, it will be easier for people to find you and leave reviews. Here’s how to do it:
Do a Google search for your business name. Click “Own this business?” button This will take you to the claim area of a Google Business Profile. Google will then need to verify your business. Once verified, you can make changes to your profile. You can add photos and a description of your company. Try to include some keywords and phrases relevant to your business, but don’t stuff it with keywords or use keywords that aren’t relevant. This can get you a penalty.
2. Look for customer feedback
Customers are usually only motivated to write a review if they have had a negative experience; this means that getting lots of great reviews isn’t something you can leave to chance. The first thing to focus on is providing excellent service so that you have satisfied customers. Then ask customers if they would mind leaving you a review on Google. This can be done via email or text message. It’s a good idea to include a link on your business profile to make it easy for customers.
Consider your timing carefully: Don’t wait until weeks after a customer has bought from you, or you may have slipped your mind. It’s a good idea to request a review right after someone has bought from you. Approach them when you think they will be free to write a review. Try early in the morning or late in the afternoon. Offer to provide a template for review if needed.
You can also automate this process with your e-commerce platform so that a review request is automatically sent after a customer’s purchase.
Finally, never buy reviews. If Google suspects this, you will be penalized and lowered in the rankings.
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3. Tell customers how to leave a review
Some customers won’t know how to leave a review, so it’s worth explaining the process to them. They will have to:
Sign in to your Gmail account Search for your business on Google or Google Maps Click on the reviews section Write a comment and select the number of stars Press “publish”
4. Thank customers for leaving a review
It’s a good idea to respond to comments. Thanking a customer for a good review shows that you care about what customers think of you and that you’re grateful for their business. If there are negative reviews, responding in an open, non-defensive way will show that you’re willing to make things right and own up to your mistakes.
5. Share a Google review link
To make it easy for customers to leave a review, send them a link to your business page. You can do this by:
Visiting the Google Place ID Finder
By typing your business name in the “enter a location” box Select your business from the dropdown list Copy your site ID link
How to remove a bad review
You may receive a review that you feel is unfair or inaccurate. You can report this review by marking it as inappropriate. Google will only remove it if it violates one of their policies, so don’t expect them to remove a review just because it’s negative.
If the review is just a frustrated customer, instead of reporting the review, you can respond to the review, try to resolve the reviewer’s issues, and if you do, ask the customer to delete or edit the review. Speed is critical, so be sure to check Google reviews regularly.
Don’t leave Google reviews to chance
Google reviews are important. They give your business credibility, increase click-through rates and help your rankings.
For these reasons, it’s critical to pay attention to your business’s Google reviews. Encourage customers to leave you good reviews, monitor and respond to them, whether good or bad.
About the author
Ross Pike is the Chief Operating Officer of Quadrant2Design, the UK’s leading independent exhibition stand contractor. Ross has a decade of experience working with design, manufacturing, marketing and business operations in the exhibition industry.
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