When looking for a new business, most people turn to Google as their first step. Over 60% of customers check Google reviews before visiting a business. Naturally, they want to see what others have experienced with your company before making a decision. This is why Google reviews are crucial, and why you should make an effort to gather them. When searching for a business on Google, the first thing that appears is the business’ reviews and average rating. If these are unfavorable, potential customers are likely to choose another option.

What are Google reviews? 

Google reviews are customer reviews left on the Google platform. They appear when someone searches for a business on Google or seeks directions on Google Maps. To leave a review, all you need is a Google account, and it’s a free service. Due to Google’s popularity as a search engine and Google Maps as a navigation tool, these reviews carry more weight than most other platforms.

Why do Google reviews matter? 

Since Google is the most trusted and widely used search engine, people pay attention to reviews on the platform. Here’s why Google reviews are important:

• Enhance online visibility: Good reviews make people more likely to visit your website or business.
• Improve search engine optimization (SEO): Positive reviews help increase your website’s ranking in search engine results, as Google recognizes your popularity and ability to provide a satisfying experience to customers. This, in turn, boosts your relevance.
• Attract more clicks: Your company’s average star rating appears under its name in the Google Business Profile. Having 4 or 5 stars increases the chances of people clicking on your business listing.
• Provide valuable feedback: Customer feedback helps you understand how your business is perceived and identify areas for improvement.
• Build trust in your brand: Since people trust Google, they also trust the reviews found on your Google Business Profile.

It’s essential to regularly monitor your reviews. If you notice recurring customer service issues or complaints, you can address them promptly and enhance the customer experience.

How to acquire and respond to Google reviews:

• Set up a Google My Business account: Claim your Google Business Profile, which may already exist if your business has been around for some time. This makes it easier for people to find you and leave reviews. Here’s how to do it:
• Search for your business’s name on Google.
• Click on the “Own this Business?” button to enter the claim area for your Google Business Profile.
• Complete the verification process, after which you can make changes to your profile.
• Add relevant photos and a description of your business, including a few targeted keywords without overusing them.
• Request reviews from customers: Provide excellent service to ensure customer satisfaction, as happy customers are more likely to leave reviews. Ask customers if they would be willing to leave a review on Google, either through email, text, or automated review requests integrated with your e-commerce platform. Timing is crucial, so request a review soon after a purchase when the experience is fresh in their minds. EyeAppoint can help you collect reviews after each patient visit!
• Explain the review process: Some customers may be unsure of how to leave a review. Explain the steps to them:

• • Log in to their Gmail account.
  • Search for your business on Google or Google Maps.
  • Click on the reviews section.
  • Write a comment and select the number of stars.
  • Post the review.
• Thank customers for reviews: Responding to reviews, particularly positive ones, shows that you value customer feedback and appreciate their support. For negative reviews, respond openly and non-defensively, demonstrating your willingness to make things right.
• Share a Google review link: Simplify the review process by providing customers with a direct link to your business page. You can find your place ID link through the Google Place ID finder.

Handling negative reviews:

If you receive an unfair or inaccurate review, you can flag it as inappropriate. However, Google will only remove a review if it violates their policies. Instead of reporting frustrated customers’ negative reviews, reply to them openly, address their concerns, and ask if they would consider editing or removing the review if the issue is resolved.

Don’t leave Google reviews to chance:

Google reviews are crucial for building credibility, increasing click-through rates, and improving your rankings. Therefore, it’s essential to actively manage your Google reviews. Encourage customers to leave reviews, monitor them regularly, and respond promptly, regardless of whether they are positive or negative.

EyeAppoint provides services to increase positive reviews through our Google Review & Surveys as well as Local Maps & Reputation services. This Automation helps to build your positive reviews and increase your popularity.