Replying to Customer Reviews on GMB

rickvidallon

Member
Joined
Aug 26, 2019
Messages
9
I have +50 great reviews which are a mix or current and past reviews. Back when I started doing this Google did not encourage that businesses reply to great reviews; but only to negative ones. In any case I thought it best not to reply to all my positive reviews to prevent long scrolling. (make sense eh?) Or maybe I should; but seems to me to be a little self-serving. Feedback would be appreciated. (Excuse the slow scroll on the video; but I figure I would keep this on hand in case those knuckle-heads at Google lost my reviews. LOL
 

Ampere

Member
Joined
Feb 9, 2018
Messages
134
I never replied to my reviews either. I am going to start doing it, but I wonder if I should go back and reply to the older reviews.
 

rickvidallon

Member
Joined
Aug 26, 2019
Messages
9
I'm still on the fence. Think I would rather have a short scroll since adding replies will make for a much longer scroll for potential customers to see more of my reviews.
 

Ampere

Member
Joined
Feb 9, 2018
Messages
134
Keep in mind that as of last year Google started sending notifications to the reviewer when you reply as the business owner. To me this is an invaluable customer service and retention tool and for that reason we recommend responding to all reviews.
Do you mean that we should go back and respond to reviews that are many years old, in order to alert the old customer of our presence and remind them to use our service again?

That's my main question, whether it would be good to reply to the reviews or if it would look petty to do it now.
 

Ampere

Member
Joined
Feb 9, 2018
Messages
134
It depends. I've seen responding to old reviews work well and have also see them cause more harm than good.

I wouldn't respond to anything that's more than a year old.
Perfect, 1 year it is.

Can I ask what negative things you saw happen? Just curious.
 

Brian.Hastie

Member
Joined
May 2, 2019
Messages
5
To those who send business responses: Do you reply to all reviews, or only those with content in them?
 

leilamartin

Member
Joined
Mar 9, 2016
Messages
4
We respond to the reviews as soon as possible. My feeling is that if they can go to the "effort and take the time " of writing a review, we can respond in turn and make it a genuine response. I know some from years ago we did not respond but we've changed that and make sure we reply
 

Adam Bament

Member
Joined
May 7, 2019
Messages
11
With my medical practice, I reply to all reviews ASAP - usually within 24 hours.

Whenever practical, I also personally phone patients who have left a negative review (once I have the back story from staff/doctors). This almost always results in the patient changing their 1 or 2-star review to a 5-star review. It also helps us keep a patient that would have otherwise gone somewhere else, all while dissing us in the process.

I've found that many people, especially Gen Y and younger, view online reviews as live documents to be updated as they feel is necessary.
 

Ryanl

Member
Joined
Sep 4, 2019
Messages
31
I’ve always responded to reviews. I’ve even had customers say they loved that about us. We’re responsive. I think it shows a level of responsibility. I had a bad review that I responded really well to. Had a lady once tell me she called us because of the way I handled that review. She bought!
 

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