Even though creating a Google Local Business listing can help increase your online visibility, there is a downside. No matter how hard your business works to improve customer service, there is a good chance that your business may eventually get a bad review. How you react to bad reviews is vital to how well your business will do online.
The reason review sites are popular, and why reviews are included in Google Local Business listings is because they provide potential new customers with information on what they can expect when they choose a business. Reviews have become a very important part of influencing purchasing decisions.
According to a recent study, four out of five consumers have changed their minds about a visiting business based on negative information available online. But negative reviews are not all bad. Reviews of all kinds help potential customers feel like they have done their research which moves them further towards making a purchase. Negative reviews can also give your Google local listing more credibility, what are the odds that any business could have all glowing reviews? Most importantly, negative reviews give businesses the opportunity to communicate in a way that is seen by other potential customers.
Being aware of when a negative review is posted about your business is very important. You do not want to find a negative review on your Google local business listing months later. To make sure that you know about any negative reviews right away, setup a Google Alert for your business.
Once you discover a negative review in your Google Local Business listing, determine whether you should respond. Sometimes a reviewer may be too vague for you to provide a helpful response. Never respond to reviews unless you can take ownership over the issue, and offer some kind of solution. If similar complaints continue you may have to carefully consider how your business can adapt to fix the problem for good.
If you don’t respond because you think a complaint is not serious enough, you risk negative comments spreading beyond your Google Local Business listing into other blogs and websites. The best way to stop negativity from growing is to handle it at the source. Often a few words from you will be enough to stop the negativity and get your message back on track.
When you decide to respond to a review be positive. Responding to reviews on your Google local business page, is part of the sales process online and a great opportunity for you to show that you care about your customers and are willing to make things right.
If you would like to learn more about using Google Local Business listings, call Local Map Fusion at 1-877-264-5798.