Google My Business is a free feature offered by Google to both online and brick-and-mortar businesses. Your business probably has one, whether you know it or not.
Google My Business information is represented in the right-hand box that appears on certain Google searches. This is called the Knowledge Panel, and contains things like your business' hours, a link to your website, user reviews, photos, and now, Questions and Answers from users.
We can't stress enough the importance of this information, because the Knowledge Panel is often one of the first things people will see about your business online. It's vital to claim and manage your listing for several reasons:
Let's talk about reviews. THEY ARE CRITICAL. Not only are they helpful to potential customers researching your business, but they also help with SEO. Google likes to serve up the best-of-the-best to their searchers, so they give preference to businesses with more 5-star reviews. Reviews are so important that we spend time with our clients developing strategies for getting more glowing reviews.
With any review platform comes the risk of negative reviews. It's unfortunate, but it happens. Some reviews are warranted, some are not - and Google gives business owners very little power to actually deal with them. But this is Google's world, and we're just living in it.
Here's what to do when you get a review, based on our experience:
You can flag a review by hovering over the review, then clicking "Flag As Inappropriate." It looks like this:
Flagging is your best shot to get a review removed, but only if it violates Google's scope of acceptability. Frustratingly enough, not all flagged reviews get removed. Keep flagging. In the meantime, respond politely using the guidelines above - it's better to take the high road than to leave a bad review out there.
Also, once you've gotten a bad review, you need to know how to get good reviews to correct the balance!
Also, keep an eye on the Q&A section of your Google My Business listing. This is a new (poorly thought-out, to be honest) feature that Google introduced. People sometimes leave remarks in the Q&A section instead of the Reviews section. If the review is in that section, you can't respond with a phone number or link - Google won't show your response. Just say, "Call us for more information! Our phone number is on our website."
Remember, you're not always responding for the sake of the reviewer. Sometimes they're a lost cause and there's not much you can do. But you can make sure you're making a good impression on potential customers, and that's even more valuable!
Does all of this sound like a full-time job? It is - one that we do for our clients! If you'd like assistance getting more 5-star reviews, responding to negative comments and keeping an eye out for incoming reviews, contact us today.
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