Positive Things to Say in an Online Review for the Purchase of a Car

Google Reviews: How to Respond to Positive and Negative Google Reviews (+19 Examples)

The ultimate DIY guide for responding to reviews on Google, Facebook, Yelp, and industry-specific review sites. Apply these techniques to impress your customers, encourage more than Google reviews, and rank higher in local search results.

Every fundamental technique Widewail's review response team take perfected over 500,000+ responses is explained below.

If yous run a multi-location business, we've helped thousands of clients improve operational efficiency with our review monitoring and human-led response managed services. If you need a response program to scale, merely also look like a human is responding, nosotros recommend you read The Pros and Cons of Google My Business Review Response Automation Software.

Lesser line:If you want to learn how to respond to bothpositive and negative Google reviews, and why online review direction is integral to any digital marketing strategy in 2022 - you'll love this guide.

Why are reviews important?

Consider your time to come customer

In today's marketplace, customers rely upon reviews to vet local businesses. In fact, 85% of customers trust online reviews every bit much as a personal recommendation.

Let'south say that y'all're a consumer searching for a local machine dealership. You head to Google, type in a few keywords, and are faced with the following two options.

Clearly, you're going to choose #1.

And you're non solitary.

• Consumers read an average of 10 reviews earlier they experience they tin trust a local business organisation (Brightlocal).

  57% of consumers will only consider a concern if information technology is rated 4 stars or college.

This concluding statistic is particularly of import to keep in listen. Did you know that at that place are sure search situations in which Google only displays businesses with ratings above 4.0?

See the example beneath:

While this might be frustrating for businesses rated iii.ix or lower, it makes sense. Google's best interest is to prove searchers the results that are virtually likely to offer a proven good feel. That means businesses with higher ratings become a heave.

If your business concern doesn't have many reviews, potential customers will accept less information to help them make a decision nigh where to shop. Even worse, they are less likely to find your business concern in the beginning place.

"The prominence of reviews isn't particularly shocking, as it's a way for Google to crowdsource ranking factors, it's hard to spam, and the nearly problematic type of abuse is illegal."

Source: Local SEO Guide

Come across these techniques in action. We found 19 unique review response scenarios from around the web to demonstrate review response techniques. Download the real-world examples guide.

Reviews dominate local SEO

In traditional SEO, reviews have a relatively minor affect on ranking. But local search is a dissimilar story. Reviews play an outsized role in local search rankings (specifically the Local Pack).

Co-ordinate to Moz, reviews are the 2nd most of import ranking gene in 2020, moving up from third, surpassing proximity. This alter means the expected quality of feel (reviews) is more important than where the searcher is physically (inside reason). Because of this, review management should exist a core part of your concern'southward SEO strategy.

A great way to explain this is what we phone call the "deli example" (illustrated below).

Say you are in a new urban center, it'south lunchtime, and you lot would like to find a good deli nearby. You search "cafeteria near me". Historically, Google would recommend the closest deli first. In the instance of this instance, Deli A. Today, if Deli B has more reviews and higher ratings, Google will recommend Deli B beginning, in spite of the fact that the searcher will have to walk a few more blocks.

A significant modify, the local business organization can now proactively influence search visibility for a wider geographic expanse, While the business has no control over where a search comes from, managing reputation information to influence search ranking is well within the business's control.

If you think nearly it from Google's perspective, it makes total sense. Its concern relies upon searchers beingness satisfied with the businesses Google recommends. How does it choice the best businesses to recommend? Reviews.

Always be listening

Reviews are an first-class source of feedback. Satisfied customers will rave almost the products they love, while unhappy guests will explain what went wrong during their visit.That'southward right, even negative reviews can be beneficial.

Client feedback is a great way to meliorate your business offerings and monitor customer experience trends over time.

Tin can yous respond to Google reviews?

Yes. As a business owner with admin admission to your Google Business Profile (formerly Google My Business organization/GMB) yous are able to monitor and respond to customer reviews.

Hither's how y'all Respond to Google Reviews

1. Sign in to Google My Business organisation by navigating to business concern.google.com

2. Select "Reviews" on left-side navigation

3. To respond to a review select "View and reply"

If you would like to get a direct link to your review page that you tin can share, go to business.google.com, and from your home page find "Met more reviews" and select "Share review class" to access the link.

Why respond to reviews?

Now that we understand why reviews matter, allow'southward hash out why responses matter merely as much.

Review response is all about taking control of your business organisation'south public-facing content. While the cyberspace tin can sometimes feel like a one-manner conversation, responding to reviews gives your business a voice.

Pregnant SEO Touch on

Here are the review factors that influence SEO:

• Volume

• Rating

• Keywords

• Unique, up-to-appointment, and ongoing content

If yous are interested in excavation into this topic in more item, check out our guide:How Reviews Impact Local SEO.

Volume

More than reviews will enable your customers to get a better agreement of the experience they can await to accept at your store. Responding tin boost this effect, the Harvard Business Review finding in acontempo studythat businesses who respond consistently go 12% more than reviews.

Worried about a negative review? A pile of new 5-star reviews will help drown out an isolated negative feel. Potential customers are looking for trends, non individual situations.

Review book as well keeps your information electric current. According to BrightLocal,40% of customers only take into account reviews written in the prior two weeks. Considering that this statistic increased 18% from the twelvemonth prior, nosotros think this trend will continue.

An even more reliable way to get more reviews is through our review generation productInvite. You tin apply Invite to request reviews from individual customers via text, or you tin can sync information technology up with your point of sale system to reach all of your customers automatically.

Rating

Your online business rating is probable the offset quality indicator your potential customers will meet. At a minimum, a rating in a higher place 4.0 should be your target.

This volition become you by the first round of cuts. Generally, 4.0-iv.5 is practiced and 4.5-5.0 is the tiptop of the pack.

Keywords

This is whereGoogle review managementactually comes into play. Yes, your customers' reviews will sometimes contain keywords, merely responding gives you the chance to ensure Google knows exactly what your business concern is about.

Relevant keywords to consider in your review responses:

• Business name

• Location

• Products

• Services

Compare these two responses. Which ane has a amend SEO value?

Both are pleasant, but number two also provides Google with helpful information. The 2d response lists the authentic name of the business concern and the full product name. The customer mentioned "Prime Toyota", but the complete business organization proper name is "Prime number Toyota Boston." By responding, Google now has admission to the proper proper name.

Unique, up-to-date, and ongoing content

To Google, a strong indicator of a healthy and active business is new content on a consistent basis. Responding to reviews will effectively double your GMB content activeness.

"Among consumers that read reviews, 97% read businesses' responses to reviews." Source: Brightlocal

The "Adult in the Room" Theory

By actively participating in your business organisation's review conversation, you are probable to meet a driblet in short, negative reviews. If a client know that the manager is likely to read and respond to their review, they will be less likely to get out a piddling negative review. The remaining negative reviews will provide feedback for your team or an opportunity to remedy a poor state of affairs.

Identify and Solve Problems Early

Conventional wisdom says addressing a problem is amend than letting it fester. Reviews are no different.

In our experience, dealing with a customer frustration head-on as apace as possible is most likely to lead to a positive outcome.

Furthermore, responding to reviews demonstrates to time to come customers that if they patronize your business concern and accept a problem they tin expect prompt customer service.

Amend customer service = happier customers!

8 Types of Review Responses

Types of Review Responses:

• No response

• Negative-negative response

• Barely-there response

• Spellcheck response

• Robo response

• Eager-beaver response

• Keyword-less response

• Widewail response

1. No Response

Coming in dead last: no response at all.

Reviews stack upwards without acknowledgment. Hundreds of customers go unthanked. Rude linguistic communication and misinformation remain online. All in all, ignoring reviews makes it look like the visitor doesn't intendance nearly its guests or its reputation.

2. The Negative-Negative Response

The positive reviews get the attention they deserve, only negatives go overlooked.

This might be the worst bulletin to transport potential customers: that guests without complaints will be treated with kindness simply those looking for help will be ignored.

Even beyond customer service,negative reviews provide valuable information to businesses nearly how they can improve. The only matter worse than ignoring negatives is responding to them in anger. No matter what the review says, answering in an aggressive tone makes the company seem petty and will invite a very public customer service fire.

3. The Barely-In that location Response

One stride above ignoring reviews is responding with as little try as possible. Each positive review receives the same "Thank you," while unhappy customers are provided a general email address where they can send their feedback. At least there is an answer, but no one believes that anyone from the company is actually concerned about resolving their patrons' bug.

four. The Spellcheck Response

Even a response that contains great content can be ruined with grammar issues, incorrect spelling, and bad-mannered prose. Mistakes similar these, especially ones that would be stock-still with a simple proofread, paint the company in a very unprofessional light.

If the concern doesn't intendance about the details when information technology comes to communicating with their clients, will their care about the details when it comes to their service?

five. The Robo Response

Information technology's obvious that these responses are copied and pasted from a template, or otherwise written by a machine. While discrete responses might seem like the virtually professional choice, they may further upset unhappy customers.

These dissatisfied guests are looking for answers and they want to speak to a real human, non an automated message.

Future customers might be turned off every bit well, assertive that the service they can await in person will be as cold as the interactions they viewed online.

Read the pros and cons of anautomatic vs. managed servicereview response solution.

6. The Eager-Beaver Response

We know that businesses are enthusiastic nigh their customers, but information technology's possible to get overboard when it comes to answering online review.

All-caps paragraphs running longer than the review itself, multiple thank yous, excessive emojis and exclamation points all will be overwhelming to the reviewer. Customers should be treated with respect, not pandered to.

7. The Keyword-Less Response

This response meets all the basic requirements, only it's missing a huge opportunity: SEO keywords.

Terms like the dealership name, car makes and models, and services offeredassistance increase the company'southward rank in local GMB searches. While non necessarily bad in terms of client services, these responses aren't doing anything for SEO optimization.

8. The Widewail Response

Finally, the best selection: aresponse written past experts.

Easy to read,professional with a personal touch, packed full of SEO terms without being clunky. This is the response which volition thank electric current customers properly, boost the company site's ranking with the GMB, and encourage potential clients to give the business a take chances. We as well know whatnot to do.

Best of all, information technology requires no additional effort from the team assisting guests in person. They can focus on their chore, knowing that their clients volition be well taken care of even after they go out the shop.

Read more about the tactics used by the Widewail team when responding to positive and negative reviews in the upcoming sections.

Best practices for responding to positive reviews

How to answer to positive reviews:

• Work keywords into your positive review responses

• Utilize the customer's name

• If a customer mentions a product, repeat information technology in your response

• Mention boosted products you sell

• Share your company values

No big surprise here - your concern should be responding to all positive reviews. A common mistake is to respond only to unhappy customers. Operationally this makes sense, merely because Google tends to favor reviews that are engaged with, by only responding to negative reviews you run the risk of pushing that content to the tiptop of your page. Avert this by responding to all of your customers.

Positive reviews are a way to appoint with happy customers and go on the chat going afterward the sale. A positive response to a positive review volition leave a good impression on the customer, leading to a higher probability of echo business concern.

Work keywords into your positive review responses

Every bit mentioned above, a positive review response is an obstacle-free opportunity to add relevant keywords to your GMB (without keyword stuffing). Local business concern keywords are mostly business name, location, products, and services.

Use the customer'southward proper name

Adding the reviewer's name to the response is an easy personal impact.

If a customer mentions a product, echo information technology in the response

If the customer mentioned the brand or model of the vehicle they purchased, be sure to include it in your review response. If you aren't sure which vehicle the customer purchased, don't estimate!

*Note - It is common for reviewers to utilise shorthand versions of the model they purchased (i.e. "2019 Civic"). Your response is an opportunity to include the full keyword fix, "2019 Honda Civic."

Mention other products

Some other way to make the most out of your review response is to mention other products the customer could potentially purchase in the future.

Alert: it can be easy to go overboard when adding keywords. Make sure y'all are confident that the additional product yous are recommending is useful to the reviewer.

Share your company values

Identify some of your business'southward core values. For example, your business organisation may pride itself on offering a transparent and stress-gratis shopping feel. Use the review response as an opportunity to communicate that to hereafter customers - the people reading your reviews!

Other tips

• Avoid repetition whenever possible. While it's challenging to come up with different ways to say essentially the same affair, variety is key to providing personalized service to your customers.

• One elementary way to vary review responses is to switch between "I" and "nosotros." For case, "I am glad to hear that you had a good experience" vs. "we thank you for sharing your positive experience."

• If a customer indicates loyalty or repeat business concern in their review, acknowledge that in your response.

• Positive review responses should ever be conversational. Anyone reading the response should exist able to tell it was written by a real person. This is especially of import to remember when including keywords. While you desire to get the most SEO benefits possible, make sure that your responses are tasteful in a higher place all else.

11 Positive Review Response Examples

Nosotros've nerveless a scattering of examples on how to respond to positive Google reviews. These examples are real customer reviews and responses sourced from Google.

We've tried to select a variety of scenarios.

Why it works

This response checks the boxes for almost all of the positive review response tactics:

• It's personal, repeating the name of the employee listed in the review

• It reiterates the company values mentioned by the reviewer, such as timely communication and professionalism

• It includes the shop name and a prompt for the reviewer to come dorsum for another service.

Finally, an accent is placed on saying thank you.

Remember, customers with positive experiences take express motivation to post a review, so it is important to testify your appreciation.

What you should steal: The line "thank y'all and then much for sharing" is an awesome way to acknowledge the extra effort this customer put forth on the business's behalf.

Why it works

Equally you can see in this response, commenting on how a positive review "makes our day" is a overnice personal touch.

What you should steal: The words "fantastic" and "grateful" are descriptive adjectives to consider.

Virtually importantly, all the nuts are covered: the client proper noun, the store name, and the product name are all mentioned.

Why it works

When customers make a successful buy, especially a big purchase such as a motorcar, they often have a sense of accomplishment.

Engage with this emotion past offering your congratulations.

If a customer offers praise of a specific employee, use it as an opportunity to repeat their compliments and reinforce that, yes, this person is great. It'southward non a stretch to assume future customers will look at Luis equally an example of the customer service they tin can look from this business concern.

Why information technology works

In their response, the business suggests that they have a daily service goal.

This is an excellent way to reinforce that future customers tin can expect a similar experience, no matter when they choose to patronize the concern.

What you should steal: "Validating" is a smashing word to suggest that positive reviews are more than a sign of financial success; they are a personal success likewise.

Why information technology works

Starting your response with a quote from the original review is a great way to highlight the most flattering piece of the review.

Because this business answers reviews on a consistent basis, they tin can conclude with the notation "this holiday season."

What you should steal: time-specific sign-offs are a expert mode to personalize responses.

Why it works

This customer mentions they traveled a long distance to visit the dealership and the response acknowledges their additional attempt.

Why it works

The phrase "earning your business organization" helps to portray the business equally apprehensive. Nobody wants to deal with arrogance.

Why information technology works

This response does a good job of communicating the business concern's "great prices," simply doesn't come off overly salesy. Ending with a personal statement of well-wishes adds a nice touch on.

Why it works

The most common Google reviews are five-star, no-comment.

To make responding easy and ensure a diversity of answers, this business organization has created a list of response templates.

They update the template with the reviewer's proper noun and the business's name before publishing.

Why information technology works

The client mentions a specific problem the business solved: addressing a apartment tire.

This information forms the ground of the response.

Why it works

Rather than repeating "thank you for the recommendation," this response employs a great alternative: "we appreciate your endorsement." A number of phrases are interchangeable: "we appreciate" and "thank you;" "recommendation" and "endorsement;" "rating" and "review;" "honored that" and grateful for."

Even elementary word changes similar these make responses seem more unique and human being.

Widewail Tip: Switching up perspectives, like swapping "we" with "I," adds variety to responses.

Best practices for responding to negative reviews

How to respond to negative reviews:

• Stay professional

• Don't speculate

• Minimize emotion

• Present the facts

• Apologize for the client'southward frustration merely

• Do not publicly admit guilt for the textile event

• Avert public accusations of review fraud

• Provide a productive next step

When responding to bad reviews, the #1 goal is to move the conversation offline.

Offer to resolve the situation via phone or electronic mail so follow-up with the customer quickly. Google reviews is not the place to get into a debate.

Professionalism is primal

Practise your best to avert being defensive, overly emotional, or sarcastic. Get out out personal opinions about politics, ethics, faith, or social issues. Review responses should remain professional and neutral.

Avoid public accusations of review fraud

False reviews do happen, but y'all should respond to them in the same manner every bit any other negative review. If you believe a review is fraudulent,report information technology through the proper channels.

Is it possible to remove negative reviews? Aye, only but if the content violatesGoogle's Review Policyguidelines.

Apologize for the customer'due south frustration simply

While there are certain situations that crave an amends, don't say sorry if it isn't necessary. Focus on apologizing for the fact that the client is upset and save addressing the cloth issue for a direct phone telephone call or electronic mail.

Ideally, you'll demonstrate pity for your customers without making a public admission of guilt. The next reader knows at that place are ii sides to every story.

Provide a productive side by side stride

When information technology makes sense, let the customer know you plan to have action immediately. This will set the customer for your telephone call and show future customers your willingness to have activity.

Don't speculate

When the customer says that they're frustrated but doesn't say why, what do you do? Don't speculate. But acknowledge that the customer is upset and kindly enquire them to share more than information about their feel with you over the phone.

viii Negative Review Response Examples

Why it works

Reviewer A feels as if they were treated in an unprofessional manner throughout the duration of their experience. They've besides admitted to taking their business organization elsewhere, so there is likely no opportunity to win back the deal.

In cases like this one, the business should use this shopper'southward experience as a learning opportunity.

The response starts off by firmly establishing that professionalism is important to their business organization and they regret having lost Reviewer A'south business organisation. Note the response does not explicitly apologize for the cited unprofessional beliefs, merely merely acknowledges the reviewer'southward frustration. The response is completed by offering the reviewer an opportunity to discuss their experience farther.

If the shopper follows up, peachy!

The business will have the risk to accost their concerns. If not, future shoppers volition see that they are open to client feedback.

Widewail Tip: If you are unable to locate the customer's contact information, politely request they give you a call, leaving a direct phone number at the terminate of the response.

Why information technology works

Although what Reviewer B has written is a flake confusing, it's easy to empathise that they are unsatisfied with the service they received and the delay in their repairs. This perspective may or may not be accurate, merely every bit responders, it's non our chore to get to the truth. Our goal is to empathize with the customer'due south frustration, which is undeniably truthful, and then request the chat motion offline.

The response begins by acknowledging the customer'due south frustration and acknowledge that this treatment is non acceptable by the standards of the business. It'south of import to identify the negative scenario as an isolated result so that future readers volition sympathise the situation described in the review is not the business'south normal operating process.

Employ of the phrase "apropos details" demonstrates that the business is taking the review seriously, just at the aforementioned time, is purposefully vague. Information technology's best to avoid repeating details from the review, equally this provides Google with content that is detrimental to your reputation. The review ends by offering the customer an opportunity to share more about their situation along with providing contact data.

Widewail Tip: If the concern has Reviewer B's telephone number, a more proactive arroyo would be to say "I'one thousand going to give yous a call" in identify of "delight consider giving me a call."

Why it works

The dreaded 1-star no comment. On one paw, future customers won't have much data to appraise the business and they may even question the validity of the review. On the other hand, they may speculate why this customer is upset.

Start, nosotros recommend whomever handles review responses expect up the client's name in their database and check in with their team. They may glean enough information to achieve out to the customer directly or provide a specific response. If after researching they are still left in the nighttime, the best option is to investigate.

The response starts by recognizing that a 1-star experience is unacceptable. What follows is an offer to address the reviewer's concerns. The business provides contact information for their Full general Sales Manager in hopes that Reviewer C volition give them some other chance.

Widewail Tip: "Make this right" is a proactive phrase that will come in handy when responding to negative reviews.

Why information technology works

Although this is a 4-star review, it contains a healthy corporeality of negative information. This is a bully opportunity for the business to engage with Reviewer D in a positive style. If they can practice that, they might encourage Reviewer D to give them another shot.

Correct abroad, the response acknowledges Reviewer D's feelings and apologizes for their less-than-perfect visit. The business organization doesn't brand a promise to improve their facilities, merely they practise recognize the feedback. As always, a good movement is to open a advice channel in the event that the reviewer would like to share more details. Shifting the perspective, the last sentence expresses that the business hopes to work with this customer again and provide a better experience in the future.

Widewail Tip: While one complaint about facilities shouldn't cause concern, a design of similar feedback could prompt upgrades.

Why it works

Online requests for refunds can be catchy. While businesses may be eager to demonstrate that they practise right by their customers, each state of affairs needs to be considered on a instance-by-case basis.

The response to Reviewer East acknowledges the customer's frustration and then offers to review the state of affairs in more detail. Although it may not be possible for the Service Manager to notice a solution that satisfies Reviewer E, at the very least she may provide information that could help them approach a similar situation differently in the future.

From the lens of reputation management, the response demonstrates that the business organisation monitors their feedback and communicates with their customers.

Why it works

Reviewer F's situation certainly sounds frustrating. At the same time, information technology's understandable that staff turnover could lead to mistakes and miscommunications. This response benefits from a gracious perspective - "appreciate y'all sharing" - and an apology.

Widewail Tip: The phrase "grooming opportunity" demonstrates that your business takes feedback seriously and proactively addresses customer concerns.

Why it works

Ever be polite when speaking for your business organization online, but don't be afraid to concord your footing if the data presented does not align with your feel. In this example, a firm and straightforward response clearly communicates parts of this situation are non explained in the review.

Why it works

When a client leaves a negative no-comment review, Widewail recommends that businesses request additional data. The kickoff line in the response above is one approach, while something like "I'one thousand sad you were non completely satisfied with your visit" is too appropriate.

This response is a peachy template to accept readily available as a reference for negative no-comment reviews.

How exercise y'all know if your review direction strategy is working?

At Widewail we offer a detailed performance report every bit a component of our services. Using our reporting your team is able to analyze functioning by location, review site, profit center, and time period.

Is your sales department underperforming your service department? When responding to reviews our team tags each review with the relevant turn a profit center. As a upshot, we tin can compile a report that shares insights into specific profit center performance.

For instance, nosotros see below that Location 1 has a combined rating of iv.5, only profit center 1 is scoring a four.8 and profit center 3 is scoring a iii.9. This segmentation helps you to identify specific customer service issues.

While Google'due south star rating is a lifetime aggregate, Widewail's reporting enables customizable, appointment-specific, trending performance assay.

Service ratings trending sharply down? Our reporting gives you the specific data needed to solve bug early.

Widewail client reduces negative reviews past 64% in 9 months.

Bonus: Case of a "Widewail Save"

When all the techniques are properly implemented sometimes an unhappy customer can plow into a happy customer. This is what we want!

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Source: https://www.widewail.com/guide-review-response

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