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As a small business owner, you know that online reviews can make or break your business. A single negative review can deter customers and cause them to take their business elsewhere. That’s why it’s so important to monitor your online reviews and respond to them in a professional manner.

In this blog post, we’re going to focus on responding to Google My Business reviews. Google My Business is a free platform that allows businesses to manage their online presence. Customers can leave reviews on your Google My Business listing, and potential customers can see those reviews when they search for your business on Google.

The Dos and Don’ts of Responding to GMB Reviews

When it comes to responding to GMB reviews, there are some dos and don’ts that you should keep in mind. First, let’s take a look at some things you should do when responding to GMB reviews.

Do:

  • Respond quickly: The sooner you respond to a review, the better. This shows potential customers that you are attentive and care about your customers’ experiences.
  • Be professional: Even if the review is negative, always respond in a professional manner. This will show that you are capable of handling criticism and that you are committed to providing a positive experience for all of your customers.
  • Be grateful: Whether the review is positive or negative, thank the customer for taking the time to leave a review. This shows that you appreciate feedback from your customers.

Now let’s take a look at some things you should avoid doing when responding to GMB reviews.

  • Don’t:
    Argue with the customer: It is never a good idea to argue with a customer, even if they are wrong. This will only make your business look bad and will deter other potential customers from doing business with you. Remember, the customer is always right!
  • Make excuses: If you make excuses for poor service or a bad product, this will only make matters worse. Accept responsibility for any mistakes that were made and offer solutions for how the situation can be remedied.
  • ignore the review: Ignoring a review is just as bad as arguing with the customer or making excuses. Always acknowledge the review, even if it is negative. This shows potential customers that you are willing to listen to feedback and make changes accordingly.

As a business owner, it’s important to monitor your online reputation and respond quickly and professionally to any reviews that are left for your business. Google My Business is one platform where customers can leave reviews for your business, so it’s important to know how to respond appropriately. By following the dos and don’ts outlined in this blog post, you can ensure that you are responding correctly to any Google My Business reviews that come in and hopefully turn any negative reviews into positive ones! Also, be sure to check out The Hive which can streamline your GMB management!