Google My Business has introduced a new way for business owners to respond to reviews.
Businesses can now reply to reviews directly on the desktop version of Google Maps.
Previously, replying to reviews was only possible through the Google My Business app or the GMB website.
Now, businesses have the option to respond to reviews while viewing their listing in Google Maps.
As always, business profiles need to be verified in order to respond to reviews.
In addition to this new feature, Google has updated its help document with tips on how to respond to negative reviews.
### Google’s Tips for Responding to Negative Reviews
Google reminds business owners that negative reviews are not always due to poor business practices.
Customers may have had mismatched expectations, and responding to reviews can help businesses understand how to improve the customer experience.
Here are Google’s tips for responding to negative reviews while leaving a positive impression:
– Do not share personal data or personally attack the reviewer. Instead, suggest they contact you directly.
– Investigate the reasons behind the reviewer’s negative impression of the business.
– Be honest about any mistakes made, but don’t take responsibility for things that weren’t your fault.
– Apologize when appropriate and show compassion and empathy.
– Sign off your responses with your name or initials to show that you’re a real person.
– Never lash out or get personal. Always be polite and professional, just as you would in a face-to-face interaction.
– Respond promptly to demonstrate that you care about your customers’ experiences.
A positive interaction post-review often leads to the customer updating their review and shows prospective customers that the business genuinely cares.
### More Resources
– How to Completely Optimize Your Google My Business Listing
– Is Google My Business Stealing Your Local Leads?
