If you’re typical, you likely prefer doing business with companies you trust. This is why we often reach out to family and friends for recommendations when we’re searching for a specific business, product, or service. And if we can’t get a referral from someone we trust, we often turn to online reviews as the next best option.
Google reviews have become a crucial part of the consumer’s buying process, with 77% of consumers stating they ‘always’ or ‘regularly’ read online reviews when searching for local businesses. The costlier or riskier the product or service, the more attention people give to reviews.
Google Reviews for Business Profiles Are Crucial
There are numerous sites with reviews, including Yelp, Facebook, and Better Business Bureau, among others. However, since most people start their search on Google, they often encounter Google Reviews for Business Profiles prominently displayed in Search Engine Results Pages (SERPs).
It’s imperative for local businesses to have Google Business Profiles that reflect a good reputation with strong, 5-star reviews from satisfied customers.
Why Reviews Matter to Local Businesses
Online reviews hold significance for local businesses for various reasons. First, customers rely on reviews to choose among local businesses for products and services. According to BrightLocal’s Local Consumer Review Study, 92% of consumers note that negative reviews make them less inclined to use a business. Additionally, 79% trust reviews as much as personal recommendations.
Thus, those small stars on your Google Business Profile can indeed influence how searchers perceive your business and make buying decisions regarding your local business.
Moreover, reviews play a role in impacting local rankings. According to Whitespark’s 2021 Local Search Ranking Factors report, reviews can influence both the Google Local Pack and Local Finder rankings as well as local organic rankings.
Over the years, there has been a steady increase in the perceived importance of reviews. The Google Business Profile Help Guide even states that Google reviews can contribute to improved local rankings. Review Snippets can also make your Business Profile Knowledge Panel more prominent to searchers.
This allows potential customers to quickly grasp the positive aspects and highlights other customers identified in their reviews. Review snippets display the keywords most frequently mentioned in your Google Business Profile reviews. The most common words and phrases are shown in bold for emphasis.
If you’re utilizing the Google Maps App, you get even more detail with the Review Snippets. You can also see the number of people who have mentioned these keywords in their reviews. All of this signals the importance of encouraging your happy customers to leave 5-star Google reviews on your Google Business Profile.
How Do You Access Google Reviews in Your Business Profile?
There are three ways to manage Business Profile reviews. Most merchants only have one Business Profile, so Google facilitates managing directly from Google search. You can access it from the Google Maps App or through the Business Profile Manager.
Despite rumors, Google continues its investment in the Business Profile Manager, focusing on merchants with multiple profiles to enhance the dashboard.
Pro tip: Google plans to retire the Google My Business app in 2022, so it’s advisable to switch to one of the three methods for managing Google Business Profiles now. To go to your reviews in Google search, search for your business name or input [My Business] in the search bar. You will find your Business Profile manager panel on the left side.
To address reviews, click on Customers and then Reviews to start managing reviews in Google search. Business Profile management is also possible via the Google Maps App on your smartphone or tablet. On the Maps App, search for your business name or navigate from your account menu and then click on Your Business Profile.
Next, click on Customers and Reviews to see all your reviews and manage them. It’s essential to be logged into your Business Profile email account when using Google search and Maps App methods.
For multiple Business Profiles, manage your Google reviews via the Business Profile Manager by logging in. Click on the business profile you wish to manage, then click Reviews.
Alerts When You Receive New Reviews
Once you receive a new review, you’ll be notified via email. Set up a rule in your email program to ensure these emails stand out.
If you’re using Google search to manage your profile, you’ll see notifications of new reviews in your Business Profile panel. The Maps App will also notify you of new reviews. For multiple profiles, access your Business Profile Manager, click the business with the new review, and view your new review by clicking Reviews.
Google Reviews for Service Area Businesses Are Different
Generally, when a customer leaves a review, they select a star rating and provide comments, with an option to upload photos. For Service Area Businesses (SAB), the process might differ where customers can rate specific service aspects directly on the Business Profile review form.
Such service details help enhance the business by allowing owners to ascertain trends from reviews, positive and critical traits about the service, and more.
How to Read and Reply to Reviews on Google Business Profile
It’s considered courteous to reply to reviews, whether positive or negative. According to BrightLocal Review Survey, 20% of consumers expect a response within a day of posting a review. Replies to negative reviews should be handled thoughtfully, maintaining politeness, and should avoid sharing personal customer information in public.
How to Easily Get Reviews from Customers
To garner reviews, provide customers with a short URL linking to your Business Profile review form, included in signature lines in emails, feedback cards, or websites. Make use of the three methods for managing your Business Profile to share this URL.
Note that offering incentives for reviews is against Google review policies. Avoid creating a review station at your business for reviews.
How to Remove Inappropriate Reviews
Google has guidelines for user-generated content. You can report reviews that violate these guidelines. Using the Review Removal Tool, you can flag inappropriate content and report reviews violating Google’s terms. Always ensure reviews flagged violate content policies genuinely.
After reporting, Google typically processes such reviews within days. For multiple locations, use the Review Removal Tool, and keep track of removal statuses in your Business Profile.
Google Reviews Do Matter
Google reviews are significant, alongside other review sites that also impact business visibility. While Google is pivotal, gathering and monitoring reviews on other review platforms remains crucial.
