Looking to increase your online visitors and give potential customers much-needed trust signals? Google business reviews are the answer. And they could set you on a path to greater success and higher revenue.
While B2B customers are likely to rely on word of mouth in the industry, it’s a different story for B2C businesses. If you interact with customers – such as in retail, hospitality, trades or hair and beauty – perception is everything.
Getting Google business reviews can be as simple as asking your customers. We share ideas on how to ask for a Google review and how to respond to reviews when you get them.
Online reviews offer significant benefits for your business. Here are a few of the most pronounced bonuses you can garner from online reviews.
First up, yes, according to Google’s terms, you can ask for Google business reviews. However, you may not:
With that out of the way, the best time to ask for a review is when your amazing service and value are still fresh in your customer’s mind. It’s a delicate balance to strike but ideally, this is within a week of the sale. It should also be after they’ve had a chance to use your product or service and reflect on their experience.
Your most enthused and loyal customers are most likely to leave a review. Start by asking them before approaching new or less regular customers.
You know they’re important, but how do you actually ask for one? There isn’t a single best way but rather various channels you can try. Let’s take a look at a few.
If you’re a service provider, such as a tradesperson, you can ask for a Google business review in person, particularly if you’ve just done an excellent job. And if they praise your service, that’s the perfect opportunity to ask!
For a brick-and-mortar retailer, asking in person isn’t ideal. Your customer needs time to use the product before they can accurately review it.
Below is a template for a simple conversation you can have with a customer to ask them to leave a Google business review.
I’m thrilled to hear that you enjoyed [“shopping with us”/”using our service”] today. We always strive to make our customers happy. We’d really appreciate it if you were to share your feedback as a Google review. It only takes a few minutes, and it’s a big help in getting our name out there and bringing in new customers. Would you like me to quickly talk you through the process?
John Doe
Another option is to create a simple sign asking customers to leave a Google review. You can even include a QR code taking them to a Google review link for your business.
There are two ways to utilise SMS to ask for reviews.
If you already have a customer’s phone number and use it to contact them for professional purposes, try slipping in a request for a Google review. This should be done after your relationship is firmly established and once you’ve provided a service.
You: Hi [customer’s first name]. It was great seeing you today. Can we book you in for 7pm next week?
Customer: Thanks so much for the appointment today, my back feels amazing! Yes, 7pm works for me.
You: I’m glad to hear it! It’d be amazing if you could take a few minutes to leave a review for us on Google. It’s a massive help in bringing in new customers. If you’d like to, just click this link here: [link to Google business listing].
Another way to request reviews over text messages is to automate the process with the help of a paid SMS service. It may be worth the cost to know the process happens automatically.
Emails are unobtrusive, easily automated and customers constantly check them.
Start with a strong, attention-grabbing subject line. Subject lines with a personal touch such as “How did we do?” and “We appreciate your feedback” are great options for connecting with your customer. Emails can be slightly longer than text messages, but they should still be snappy with a strong call to action to leave a review.
Email marketing is also perfect for A/B testing, meaning you can experiment with different messaging to find out what works best for your business. Here’s a template to help you get started with review requests over email.
Hi [customer’s name],
Thank you for your recent [“purchase”/”visit”] with us. We hope [name of product or service] has met all your needs, and look forward to hearing if there’s anything else we can do for you.
At [company name], we’re obsessed with customer feedback. For that reason, we would deeply appreciate it if you could take a few moments to leave a Google review and let us know how we did. [Include a link to Google business listing.]
Google reviews allow us to make our business better thanks to your feedback, and help other customers find out if our services are right for them.
Please click here to leave your feedback. [Make this CTA stand out and include another link.]
Thanks so much for your time.
Sincerely,
[Your name]
Review requests on web pages generally take two forms. The first is as part of the checkout process. The other is a permanent webpage on your website dedicated to reviews. If you incorporate existing Google reviews, it doubles as a testimonial page for prospective customers.
Webpage review requests are effective as your customer is already in the process of interacting with your business. Loyal, happy customers will likely visit your website regularly and be inclined to leave reviews if given the option.
An effective way to use social media to solicit reviews is to search for mentions of your business or product. Hopefully, you’ll come across some glowing appraisals. Hop into the comments, thank the customer for their feedback and ask them to leave a quick Google review.
I’m so glad to hear [response to positive praise]! Please do get in touch if there’s anything else we can do for you. It would be amazing if you could share your feedback as a Google review so other customers can find out about us! If you’d like to, just follow this link. [Include a link to Google business listing]. Thanks so much!
Another way to leverage social media for Google business reviews is to simply include a Google review link in your profile biography.
Here are some quick tips to help you nail the process of asking for reviews.
Do:
Don’t:
Getting the review is only the first step. By responding to all reviews – both positive and negative – you show your customers that you appreciate the feedback and can try to assist them where possible.
If you receive a positive review, thank the customer for their feedback and express your happiness that your business met their needs. Include a personal touch to continue to develop customer relationships.
You can also include another CTA or marketing plug for your business. Ask them to share their experience with family or friends or book another appointment. You can also use the space to promote a new product, service or promotion you want to get the word out about. But keep it short and sweet. We don’t want to overload your happy customers.
Hi [customer’s name],
Thank you so much for your lovely feedback. We’re truly happy you had an enjoyable experience with us. We’d love to have you back anytime. And don’t forget about [new promotion]!
Thanks again,
[Your name]
Even negative reviews are a gift, particularly if they’re constructive. If they’re not constructive, take the high road and maintain your professionalism.
Apologise where appropriate without taking responsibility for every little thing that went wrong in their day. You don’t want other customers to see your business taking unnecessary blame. You can also advise the reviewer of any steps you’ll take to address their criticism or rectify the issue.
If possible, invite them to email or call you to address their concerns more in-depth. This sends a signal to the negative reviewer and all other prospective customers that you’re always trying to improve your business.
Hi [customer’s name],
I’m very sorry to hear you didn’t have an enjoyable experience with us. We’re constantly trying to improve and deliver better service to our customers, and we appreciate your feedback.
[Mention the specific criticism. Apologise if you are at fault or provide a reasonable explanation. If you plan to implement a change, mention it here.]
Once again, we’re very sorry to hear we weren’t able to meet your needs. If you’d like to discuss this matter any further, please reach out at [email address and/or phone number].
Regards,
[Your name]
Unfortunately, fake reviews can and do happen. To remove a fake review, you’ll first need to spot them. A few common giveaways of fake reviews are:
If you suspect you’ve come across a fake review, you can get it removed with Google. Here are the steps:
Online reviews are a major channel for consumer word of mouth. There are loads of ways to approach Google reviews for your business. Which works best for you will depend on factors unique to your business.
Remember, satisfied, loyal customers are generally happy to help out your business. You certainly don’t want to alienate customers by being too pushy, but you don’t need to be overly shy about it either. Google Smartpay and you’ll see that we certainly aren’t!
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