Making the Grade with Customer Reviews

Back-to-school season is almost here and with it comes $68 billion in anticipated spend from consumers (National Retail Federation). As shoppers make their buying decisions, business reviews are one of the key factors that influence their purchase. In fact, 3 out of 4 consumers say it’s important to read reviews before visiting a business (Digital Impact Report 2016).


Small business owners looking to make a good impression should use tools like Google My Business which allow you to engage with, and manage, customer reviews. Below are a few tips for how small business owners can respond to reviews on Google:

Lesson #1: Be nice and don’t get personal
Instead of arguing with a frustrated customer, keep your responses professional and courteous.

Lesson #2: Keep it short and sweet
Customers are looking for useful and genuine responses, but they can easily be overwhelmed by a long response.

Lesson #3: Thank your reviewers
Respond to happy reviewers when you have new or relevant information to share. You don’t need to thank every reviewer publicly.

Lesson #4: Be a friend, not a salesperson
Your reviewers are already customers, so there’s no need to offer incentives or advertisements.

For more tips about running or marketing your small business, follow Google Small Business on Twitter or join the Google Small Business Community.