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Reviews on Google: how to manage them effectively?

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Abdul Rimaaz
Reviews on Google: how to manage them effectively?

Users who have come into contact with your company can decide to leave a review on Google: find out how to manage and respond effectively.

The Google reviews provide valuable information about the way in which users come into contact with a company, their degree of satisfaction and more. Managing them correctly is essential to stand out within the search engine and in the eyes of customers. Let's find out how to do it together.

Google My Business Reviews

The reviews of the users are an important feature present in the Google My Business listing of any company registered there. The reviews on Google My Business appear next to your listing in Maps and Search.

Google itself suggests to those who decide to create a Google My Business listing to encourage their customers to leave an opinion . Among the other useful tips offered by the number one search engine in the world there is, then, that of responding in such a way as to establish a relationship of trust with your customers, that is in a kind, concise and cordial way, thanking the reviewers and acting as a friend and not as a seller.

When a business owner responds to a review, their response appears below the customer message on Google Search and Maps, labeled “Owner Response”.

You can respond to reviews directly from your business profile on Google Maps on your computer, or through Google My Business (app and home page). Also in this second case, the answers will be visible to all Google Maps users.

Calculation of the review score on Google

The score for Local Search results on Google falls on a scale of 1 star (bad) to 5 stars (excellent). In between, there are the 2-star (poor), 3-star (fair) and 4-star (very good) values. The score of a company, the main reviews and the total number of them can be viewed by consulting the company headquarters on Google Maps.

How to handle negative reviews?

It may happen that a user leaves a negative review about a company. Answering it adequately allows the owner to be able to clarify whether it is actually due to his own mistake or not (it could be that the customer in question approached the company with excessive or misleading expectations).

In replying, however, it is very important not to share the personal data of the reviewer and not to attack him personally, just as it is necessary to answer honestly on any mistakes made, while not assuming responsibility for facts not dependent on the company. In case it is appropriate, it is advisable to apologize to the customer, showing himself conciliatory, calm and not resentful.

To convey an image of greater authenticity, then, it is good to sign the review with your name or initials. Finally, it is crucial to respond in a timely manner.

How to delete reviews on Google Maps?

If the owner of a company deems it necessary, he has the right to mark a review on Google Maps as " inappropriate " by clicking on the "other" item. Google, in fact, provides guidelines for publication, designed to identify any inappropriate content such as fake reviews and spam . In the event of a report, Google will process the request and accept it if it deems it appropriate.

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