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Google is now letting businesses respond to reviews posted on their Place Pages in Google Maps. This should be huge for reputation management, particularly as Google continues to place increased emphasis
on these pages.
“Engaging with the people who have shared their thoughts about your business is a great way to get to know your customers and find out more,” says
John Maguire of the Google Place Page team. “Both positive and negative
feedback can be good for your business and help it grow (even though
it’s sometimes hard to hear). By responding, you can build stronger
relationships with existing and prospective customers.”
“For example, a thoughtful response acknowledging a problem and offering a solution can often turn a customer who had an initially negative experience into a raving supporter,” he continues. “A simple
thank you or a personal message can further reinforce a positive
experience. Ultimately, business owner responses give you the
opportunity to learn what you do well, what you can do better, and show
your customers that you’re listening.” Google actually has a user guide with some tips on how to handle your responses, just in case customer service isn’t your strong point.
You must have your listing verified before you are able to respond to reviews.