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Adam Allaker | 05-8-2018

Reviews from your customers can provide valuable feedback for your business, and replying to reviews can help build your customers' trust. When you reply to a review, your response will appear below your customer's review on Google Search and Maps under the label "Response from the owner". People on Google will see both the customer review and your response when they look at your Google reviews.

Tips for responding to reviews

Business owner responses allow you to build relationships with customers, but they’re also public. When replying to your customers, bear the following guidelines in mind:

  1. Be nice and don’t get personal. This isn’t just a guideline, it’s also a good idea as a business owner. It's difficult to win an argument with a frustrated customer, and you want to avoid burning bridges. Keep your responses useful, readable and courteous. In addition, responses should comply with Google's local content policy.
  2. Keep it short and sweet. Users are looking for useful and genuine responses, but they can easily be overwhelmed by a long response.
  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, since each response reaches lots of customers.
  4. Be a friend, not a salesperson. Your reviewers are already customers, so there’s no need to offer incentives or advertisements. Tell reviewers something new about your business, or share something that they might not have learned from their first visit.
Quotes

Having been involved in the development of several websites, dealing with Surrey Creative was the best overall experience I have had. They kept me fully informed through every stage of the development, always coming up with fresh design ideas and many useful features which have enabled me to really maximise enquiries. Their professionalism, diligence and technical knowledge is unsurpassed and I would highly recommend their services.

Stephen Jenkins Bradbourne Property Finders

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