When you ask questions, you like to get answers. When you make comments, you like to be acknowledged or at least listened to or considered.
That’s true in real life, but it’s also very true on the Internet, especially when you’re talking to a company and telling them about your experience.
That’s why, as a business, you need to respond to Google reviews, both positive and negative.
Why Respond to Google Reviews?
Sometimes, especially if you’re a big company, replying to everyone can take a long time. If things are going well and you’re receiving mostly positive messages, things can go quickly. But when it comes to negative reviews, you have to make sure you don’t aggravate the situation, and choose the right words. That’s what takes the longest.
But why answer everyone? Why waste time with these unpleasant people, these Karens who hide behind a computer keyboard and think they can do anything?
Firstly, because client is king… It’s true that you have to take some and leave some. There’s a limit to how much you can take! But even in 2025, client is still king. It could be argued, however, that the customer isn’t always right. Especially not Karen.
Secondly, because responding to customers, and doing so publicly on your Google Business Profile listing not only allows you to respond to the person concerned, but also allows other clients to see this response, which may include answers to questions they may have had. Two birds, one stone, as they say.
Taking Action on Google Reviews
Positive feedback
YES! You need to take the time to respond to positive reviews. But why? Well, have you read the block above, or are you just pretending? 😉
Responding to a positive message, whether it’s short or long, boring or touching, well-written or “fool of misstakes”, is simply listening to your customers and thanking them.
4 Tips to Respond to Negative Reviews
The sinews of war are knowing how to fight back against what’s negative, and God knows it can happen a lot. The more customers your company has, the more likely you are to have them. You can’t please everyone. Even Ryan Reynolds has haters! Not many, but still.
What do you do with negative reviews? Here are 4 ways:
1. Find and contact the author
Of course, it’s sometimes difficult to trace the author of the review, especially if they use a pseudonym. However, if you see the name and that person is part of your client’s database, you have a direct contact.
2. Report comment
We don’t usually encourage flagging reviews, but sometimes they can be downright anti-productive, even nasty and insulting. When this happens, you can use the “Flag as inappropriate” button.
3. Ask Google for help
If you’ve reported the review, and Google doesn’t remove it, you can always ask for more help via Google Direct Support, by visiting https://support.google.com/business/workflow/9945796.
4. Answer: 5 things to remember
But the best way to deal with a negative Google review is certainly to respond to it.
Whatever the comment, whatever the nastiness, whatever the Karen, here are a few rules to follow when responding to negative reviews, whether it’s a Google review or even a Facebook, Yelp, Yellow Pages, etc. review.
- Have good grammar – Spelling mistakes aren’t sexy, and they’re not very professional. Make sure you have good French or English.
- Be a good listener – Customers can vomit out everything they have to say, and at several points. Be a good listener and respond to each point individually. We don’t miss a beat!
- Understanding – Let them know you understand their situation. Put yourself in their shoes.
- Politeness – Stay polite or you’ll make the situation worse.
- Solutions – After putting yourself in the customer’s situation, offer solutions, whatever the solution.
- Suggested solutions: It may be necessary to conduct the conversation in person or by telephone to resolve the problem more quickly. Or, as a last resort, offer a gift such as a discount or even a full refund, depending on the intensity of the exchange.
To your keyboards!
We hope you’ve enjoyed this little guide and are now ready to answer your Google reviews.
In closing, note that you can always ask your satisfied customers to leave you a review if they haven’t already done so.
Would you like to add anything? Do you have any further questions? Come and say hi!
