Google review management: Dos and Don’ts

Have always the correct reactions to your reviews

That you always react correctly to your review

Thousands of customers write reviews on Google – every day! Some of them want an answer to their question or critics, other just want to share their positive experience. Anyway a reaction by the location owner is important because it makes the customers feel perceived and valued.

But how to answer reviews correctly? We want to give you a short overview of the most important Dos and Dont’s in in an active review management so you can avoid the biggest mistakes.

DOS

SAY THANK YOU

It’s important to respond and thank your customers even when they criticize you.

OBJECTIVE

Be always objective and stay calm - even when your customer is not. Suggest ideas, offer solutions and if the customer is still abusive and there is no improvement in his manner, stop the communication.

Contact

Some reviews and problems require a little more effort. In these cases it is important to offer the customer an alternative communication option, e. g. via Mail, contact form or other social media platforms.

SHORT & Customized

The answers should be as short as possible and individual for every review.

soon

A quick answer is important. Therefore try to answer all your reviews within 24 hours.

Appreciation

The customer always comes first in your external communication! You want him to remain your customer and give as much constructive feedback as possible. The best way to ensure this is to show your customers appreciation, because those who write reviews want to be noticed!

Solution

Customers who criticize via reviews usually want to change something. Always keep this in mind and actively offer solutions. That is a good way to show your customers that you really care about them.

DONT'S

Criticize

Do not justify yourself – even if customers criticized you unjustly. Stay friendly!

Delete

Do not delete reviews just because they are negative. Bad reviews increase the authenticity of sites and show that there are real people with flaws like everybody else working in your company. Deleting reviews should be the last option and only used in case of insults, personal data or other inappropriate topics.

Privacy policy

Customer numbers, contract numbers, employee names and general data do not belong in reviews, nor do the clear names of customers. Make sure that both reviews and answers are always within the framework of the data protection act.

bog standard reply

Try to avoid standard phrases and vary your answers within your possibilities. That gives your customers the feeling of being valued.

Are you looking for a suitable solution?

REVIEW SHERPA

Review Sherpa - Laptop with overview of changed reviews

Review Management

Never miss a customer review again! In the review management you read and answer all reviews in real time!

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Insights

With REVIEW SHERPA, you always know how customers have rated your locations in recent months. In addition, you can use the individual tag system to categorize your reviews and identify and highlight key topics.

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Teamwork

With REVIEW SHERPA your team works together efficiently and saves time! You can share knowledge and information and also have the possibility to assign reviews to other users to ensure trouble-free communication within the team.

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REVIEW SHERPA

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