Lesson 5: Gather & Manage Google Reviews

Potential customers are going to want to know what it’s like to visit your business, or buy your product or service. It’s important to collect and manage customer reviews on your Google Business Profile so user’s receive a positive first impression of your business. 

Customer reviews are not just for internal review. Whenever you research a company that is unknown to you, you may seek out reviews or testimonials to help give yourself some peace of mind before making a purchase or placing your trust in the company’s hands. However, if your first impression of the business includes poor reviews or negative responses, you may be more inclined to look elsewhere for the products or services you need. 

Reviews from customers provide insight into what your customers want and need from your business. They can also be extremely informative when it comes to the shortcomings of your customer service or even the level of quality of your products. 

As a business owner, it is also important to communicate with your users and prospective customers, even those who are disgruntled or unhappy with the service they received. Responding to reviews with the use of Google My Business is not only a way to potentially win back loyalty from customers, but it is also a method of conveying transparency to those just getting to know more about your business. You can also use your time to respond to a poor review to remedy the issue and offer a solution, which the public and anyone who stumbles upon your Google My Business listing will see. Businesses who interact and engage with unhappy customers are much more likely to receive returning and repeat business in the future.