Big guide on how to manage positive and negative reviews to make customers choose
your brand

Online reputation is very important for brand promotion. One negative review on the Internet can do a lot of harm to a brand, and a positive one, on the contrary, can increase loyalty
and attract the attention of new customers. Today, 79% of consumers state they trust online reviews as much as personal recommendations from friends or family. That's why we decided to make a detailed guide for you on how to manage company reviews of all kinds to save and boost your reputation as well as sales.
So, let's get down to how you can smartly manage company reviews on google and other location-based services, social networks or review sites and how to deal with positive and negative feedback on google to show your customers that you care about what they are talking about. As Google is the most popular platform for customers to leave their feedback. we'll concentrate on it. But all the pieces of advice are absolutely applicable to other sites and services where people talk about your business.

Well, we should start from the basic and one of the most important steps:
0
Don't ignore reviews
This is universal advice at number "0" because it applies to any review — positive, negative, neutral, and even without text. If the client entered into communication, it definitely needs
to be continued. So, it's crucial that you don't keep silent and manage company reviews in a proper way. Even if you receive negative feedback, you need to calmly admit to yourself that your company is not perfect — and you, and the team, and partners can do something wrong, and that's okay. The main thing is to treat negative feedback on google and other platforms correctly: to think about how to solve the client's problem and use his feedback to grow and develop your business.

From negative reviews on google you can get neutral and from them positive or even admiring ones :)
RocketData and the Vita pharmacy chain have a case when a client changed his review after the company corrected an unpleasant situation. This is how competent review management works.
According to the research, companies that responded with at least 32% of reviews increased their conversion rates to customers by 80% compared to those who responded with only 10%
of reviews. What's the lesson? Do not ignore — manage company reviews and communicate with your clients.

How to manage negative reviews on Google and other platforms

1
Answer without emotion, with restraint and courtesy
We understand how difficult it is to resist when a negative review comes to the company's listings in the location-based services or in the comments on social networks, we want
to get angry and immediately enter into a skirmish. But in the end, this can only aggravate
the situation and you will lose a client (and possibly others who will see this "dialogue"). So, the key to adequate negative google reviews management is being calm and polite.
2
Introduce yourself and contact the reviewer by name
if specified in the profile. It is better to avoid general phrases like "dear client", "dear guest", "hello". Show the client that you are contacting him personally and that you are solving his specific problem.
In this review, a company representative refers to the client by name and provides contact information
for communication

3
Thank for the review, even the negative one
It is necessary to show the client that his opinion, even a negative one, is important for the company. As example of positive feedback, "Thanks for the feedback! Your opinion is valuable to us, we will do our best to correct our mistake." Negative feedback on Google are a chance for you to become better and provide quality service of a higher level. So, negative Google reviews are literally what you should thank your customers for.
4
Apologize
The best way to properly respond to negative reviews on Google and win over an unhappy customer is to admit the mistake and apologize. Even if the error was minor. Often, after an apology from an official brand representative, the client is more willing to accommodate. Show that a mistake is a growth point for you, and it's great that a user helps the company become better.
5
Invite the client to a dialogue
While you should always manage company reviews operatively, negative feedback on Google should be processed as quickly as possible. Ask the client for a phone call, email, or even a face-to-face meeting to resolve the issue. This will help to promtly resolve the conflict. For example: "Please leave your phone number so that we can contact you and fix the current situation".
An example of a response to a negative review, in which the company invites the client to dialogue
6
Take a second chance
In response to negative feedback Google, tell the customer that you are ready to correct your mistakes and improve the quality of the service or product. Show that your company will be happy if the client contacts you again and gives you a second chance.

If your company really made a big mistake, try to iron out the rough edges and offer a bonus —
a discount, discount card, loyalty card or free additional service (delivery, promotional code).
Try to correct the customer's impression of your company so that he or she wants to come to you again
7
Keep promises
It's not enough to simply respond to negative reviews on Google. You need to use the feedback to improve your product or service. In response to customer feedback, describe what you have already done or are planning to do to remedy the situation. It is important for people to understand how the problem was solved: for example, you replaced the terminal, talked to a boorish waiter, returned money for a low-quality product.
Tell how you plan to correct (or have already corrected) a negative situation
Short Scheme on How To Manage Negative Reviews on Google
and other relevant platforms:


Step 1. Greet and address the client by name.

Step 2. Indicate your name, position and contacts.

Step 3. Thank the customer for the feedback.

Step 4. Apologize for the current situation.

Step 5. If it is not your fault — explain the situation to the client. If it's yours — invite to further dialogue by phone or email.

Step 6. Name the steps that you have applied or are planning to apply to remedy the situation.

Step 7. Optionally — suggest compensation and a bonus, so that the client gives you another chance.
Negative feedback on Google don't mean that your company is bad or delivers low-quality products or services. It means that your business is alive. We all have ups and downs while delivering our products/services/solutions to people, and it's okay when customers tell us about it with the ways they can — their feedback. More important is how we manage company reviews and what we do with the information. So, don't be afraid of negative Google reviews. Stay positive and calm and take the precious insights what is important for your customers.

How to manage positive reviews on Google and other platforms

1
Thank the client and tell why
So that the response to a positive review does not look too dry, it is better to personalize it:
for example, "thank you for noting the work of our waiters", "thank you for choosing our store!",
"We are glad that you noted the work of our salon, we are waiting for you again."
It is important that the company does not forget to thank customers and tries to do it individually
2
Use keywords when replying
Manage company reviews wisely — use your company name and other keywords in response to positive feedback. This will help them reach the top spots in search results. By specifying the name of your company in a positive response, the search engine is likely to show this review to the user who entered your company name in the query.
The store does not miss the opportunity to mention the name of the company in response
to a positive review

Important! This life hack should not be used when responding to negative google reviews,
so as not to get into the search results with your company name connected with negativity.
3
Mention details in your review
Doing so will showcase engagement and once again highlight the positive details from the review about your company.
The store representative carefully read the review and noted important points from it in the response
4
Encourage the client to contact your company again
At the end of your response, add a call to action: invite to come back to the company again
or try other products or services. When you manage company reviews it's not about formality. This is a real opportunity to offer a person to use additional products or services of the company. Tell about new offers or upcoming promotions so that the client wants to come back to you.
The representative of the beauty salon invited the satisfied client to a further visit, telling about
the new loyalty program



5
Speak the customer's language
When you manage company reviews use the client's style. If a person wrote a detailed and enthusiastic review, then he obviously expects not a short "Thank you!", but the same detailed answer. In some cases, even slang is appropriate if your target audience uses this Tone of Voice.
Positive reviews on Google are about your company's right way. That means you do something your customers need and appreciate. Manage company reviews with positive information with the same attention as negative feedback on Google, cause they also need your involvement and are ready to tell you more about your target audience.
Wise review management is a kind of art. You should be attentive and note the mood of those people you want to reach with your products or services. Negative reviews on Google always are surprising and unexpected, but you shouldn't be alienated because of them. Negative feedback on Google with proper responses from your side shows your customer you care and you want to develop. Positive Google reviews identify your right moves in business and indicate the level of customer loyalty. Whatever people say in their reviews, remember to listen, communicate and don't stop, manage all the reviews to make your online reputation shine bright.

We hope you will use our recommendations and manage company reviews in such a way that your business will leave only the most pleasant impressions on your customers. And we are always here to help you with that.
Of course, you can independently monitor and manage company reviews and respond to them from each individual digital source. Or you can connect RocketData, which will collect your reviews in a single interface on a daily basis, send notifications about them, and also provide an account for convenient responses to reviews and many other additional products on reputation management. Manage company reviews with us — it's easy, quickly and time-saving!
Get a free report on the online-presence
of your locations


Find out where you don't have listings, where the data is incomplete or mistaken