Google reviews are awesome for propelling your business’s success. They are the perfect opportunity to let customers know just how great your products and services are.
Sometimes, customers need a little coaxing to leave reviews. That’s why we’ve whipped up this guide to asking for Google reviews.
- What is a Google Business Profile?
- Why Are Online Reviews Important for Your Business?
- How to Ask for a Google Review
- Are You Allowed to Ask for Google Reviews?
- How to Respond to the Highs and Lows of Google Reviews
- How to Remove Fake Google Reviews
- Satisfy Your Customers with Smartpay
What is a Google Business Profile?
A Google Business Profile (GBP), formerly known as Google My Business, is a free profile that connects to both Google Search and Maps. You’ve probably noticed them when you’ve Googled a specific business or a general query like “Thai restaurant near me.”
Google Business profiles appear on the right-hand side of Google Search results and on Google Maps. On your profile, you can provide information about your business, like your location and opening hours. This information can really come in handy – how else would we find shops to buy last-minute birthday gifts at 11 pm?
You can even add products to your profile and update customers with posts.
One of GBP’s most important features is reviews. It’s one of the first places customers look when they want to share feedback about a business or read the thoughts of other customers. Most importantly, your profile will be assigned a score out of five stars based on the reviews you’ve received.
How to Set Up a Google Business Profile
Fortunately, setting up your very own Google Business Profile is simple. Just a few clicks, and you’ll be on the digital map!
- Sign into your Google account.
- Navigate to the “Create a profile” page.
- Enter the name of your business.
- Someone else may have verified a Google Business Profile for your business. In this case, you’ll need to request ownership of the profile.
- Search for your business category and click “Next.”
- Select whether your business has a physical staffed storefront or not.
- Enter your business’ service area.
- Enter your phone number and URL.
- Click “Next” and “Finish.”
- You’ll then need to verify your ownership of the business with Google.
Head to the GBP Help Centre for even more information on how you can optimise your profile. Remember the more optimised your profile is, the better chance you have of appearing in Search and Maps.
This is important because 62% of consumers will disregard a business if they can’t find it online.
Star Power: Why Are Google Reviews Important for Your Business?
- Trust: Customers love to look into online reviews before making purchases. 93% of users say online reviews have had an impact on their buying decisions.
- Rankings: Having plenty of positive reviews on your Google Business Profile sends positive signals to Google. This can help your business to rank higher in search results and get more eyeballs on your website.
- Feedback: Google reviews are also an excellent way to get some feedback about your business. They might spur your next great idea.
Any business can reap the rewards of online reviews. They can be especially important for business-to-customer (B2C) operations that rely on large volumes of foot traffic.
28% of consumers have looked up a business’ reviews while standing or parking right outside the building. If customers want to make a quick evaluation of your business, they’ll likely use online reviews.
Business-to-business (B2B) operations might be able to spend less time worrying about online reviews. Your target market will probably spend less time looking at Google reviews and more time listening to industry word-of-mouth.
How to Ask for a Google Review
When it comes to asking for Google reviews, you have 5 major channels to choose from.
1. In Person
Asking for a review during a face-to-face interaction generally takes place at the point of sale.
This method works best if you have just provided a service to a client. Just finished an excellent job clearing a customer’s pipes? It’s the perfect time to ask them to leave a review of your business.
You will have less luck with this method if you operate a brick-and-mortar retailer and have just sold them an expensive product. Since they haven’t had a chance to use it yet, they might not want to leave a positive review of your business.
Asking for a review in person is helpful because the customer is right in front of you, and you know they won’t miss your request.
Below is a template for a simple conversation you can have with a customer to convince them to leave a Google 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 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?
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 link to your Google review page.
2. Text (SMS)
This method allows you to contact customers outside the normal confines of your business. You can also include a Google review link within the message.
Already have a customer’s phone number for business reasons? It should be easy to slip in a quick request for a Google review.
This should be done after your relationship is established and you’ve provided a service to your customer. Like any other relationship, you don’t want to seem too eager!
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].
For an even easier process, you can even use a service to automate your customer SMS communications.
3. Email
Emails are unobtrusive, easily automated and customers constantly check them. This makes them perfect for asking for reviews.
Make sure your subject line is unique and attention-grabbing to stand out in your customer’s inbox.
Subject lines with a personal touch such as “How did we do?” and “We appreciate your feedback” are great options for connecting with your customers. Keep the personalisation going in the body of the email.
Emails can be longer than text messages, but you still want to be snappy. Include slightly lengthier explanations of the importance of online reviews and calls-to-action (CTAs). Just don’t forget you’re writing an email to a busy 21st-century customer, not a Victorian-era love letter.
Email marketing is also perfect for A/B testing. 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 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]
4. Webpage
Webpages present excellent opportunities to get customer feedback. One way to do this is to present a message asking for a Google review after a customer has made an eCommerce purchase.
Another method is to create a permanent webpage on your website dedicated to reviews. Incorporate existing Google reviews so it doubles as a testimonial page for prospective customers.
Webpage review requests are effective as your customer is already interacting with your business. Loyal, happy customers are likely to visit your website and may leave reviews if given the option.
<Webpage review image>
5. Social Media
Maintaining a social media presence for your business feels like a full-time job. It’s all worth it when you get great reviews in the process.
An effective way to use social media to get reviews is to search for mentions of your business. Hopefully, you’ll come across some glowing praise.
All you need to do is hop into the comments and thank the customer for their feedback. Then, 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!
If your business is smaller, you might struggle to find large numbers of positive mentions of your business. Another way to leverage social media for Google reviews is to include a review link in your profile biography.
Are You Allowed to Ask for Google Reviews?
Yes. Under Google’s terms, you may ask for reviews from customers. However, there are a few rules to follow:
- You may not “selectively solicit” positive reviews from customers or discourage negative reviews.
- You may not encourage customers to leave reviews that do not represent a real experience.
- You may not encourage reviews through discounts or free goods or services.
- You may not leave a fake review of your own business.
Be sure to play by these rules. Failing to follow Google’s review policies can result in removed content and bans.
Who Should You Ask?
Simply put: Your favourite customers! Your happiest, most enthusiastic patrons are likely to leave the kinds of reviews you want.
Loyal customers and anyone who makes positive social media posts about your business are great starting points.
When Should You Ask?
The best time to ask for a Google review is after your business has demonstrated value to the customer. In most cases, this will be after the customer has used your product or service. You should also allow them time to reflect on how amazing their experience was.
Put in your request within a week of the sale. This ensures your business is still fresh in your customer’s mind.
How to Respond to the Highs and Lows of Google Reviews
It’s a good idea to respond to all reviews left about your business. Respond to Kathy who said it was the best cake ever and to Brian who said it tasted like a sponge.
How to Respond to Positive Google Reviews
- Thank the customer for their feedback. Express your happiness that your business met their needs. Include a personal touch to continue to develop relationships.
- Include another CTA or marketing plug for your business. Ask them to share their experience with family or friends. You can also use the space to promote a new product, service or promotion you want to get the word out about.
- Keep it brief. There’s no need to spend multiple paragraphs basking in the glory of praise.
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]
How to Respond to Negative Google Reviews
- Accept the feedback and the negative experience your customer has had. Take the high road, even if they aren’t being very nice.
- Apologise where appropriate, but don’t take responsibility for everything that went wrong in their day. You don’t want other customers to see your business taking unnecessary blame.
- Advise the reviewer of steps you will take to address their issues.
- Invite them to contact you to address their concerns in depth.
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]
How to Remove Fake Google Reviews
Suspect you’ve received a fake Google review? A few common indicators are:
- Unnecessary details. If the author has no genuine experiences to write about, they’ll include a lot of filler.
- Outlandish details you don’t have any recollection of. You’d probably remember if an employee’s dog chased a customer out of the store.
- An extremely barebones Google account. It may have no profile picture and a small amount of activity.
- The reviewer has also left glowing reviews of your competitors.
If you suspect you’ve come across a fake review, ask Google to remove it. The steps for removing a fake review of your business are:
- Log into your Google Business profile.
- Navigate to the “Reviews” tab on your account page.
- Choose the review you believe is fake and click the 3 stacked dots symbol.
- Click “Flag as inappropriate.”
- Complete the Google follow-up survey. It will ask you why you believe the review was inappropriate, offering options like “Off topic” and “Conflict of interest.”
- Keep an eye on your inbox for a follow-up email from Google.
Keep Your Customers Smiling with Smartpay
Want to have fewer negative reviews to contend with? Smartpay might offer just the help you need.
Our sleek, easy-to-use Android terminal offers a smooth transaction experience. With long-lasting battery life and a 4G SIM card included, your business never needs to slow down.
Smartpay satisfies your customers with wide-ranging payment acceptance. This includes credit card and contactless transactions. We like to think we’re the perfect partner to take your business up a notch.
