This article is not an endorsement of the platform mentioned, other review platforms are available.
What are Google reviews?
Google reviews appear in your Google Business Profile. Once logged in you can manage directly through Google Maps or Search
How to manage your Google reviews
In order to manage your Google reviews, you will need a Google Business Profile. You can set up an account for free via the Google Business Profile homepage.
Not only does Google Business Profile allow you to manage reviews, it also allows you to manage the data that appears about your business across Google, including in searches and on Google Maps.
Once your account is set up, you’ll see your dashboard when you open Google search. The uppermost option in the menu presents an interface for accessing your reviews.
While you are on the platform, make sure you access the settings tab via the three vertical dots and check your preferred email address is listed for notifications. In the same section you have the option to tailor the updates you receive. There’s the option to tick a box to receive an update when a new review is posted so you never miss a review again.
Once you click the Read reviews, you will see each of your reviews with the option to reply. When you have replied, you will have the option to edit the reply or delete your reply and start again.
Managing Google Reviews: Responding and More
1. Monitoring Reviews
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Access via Google Maps or Search: Manage your Google Business Profile directly through Google Maps or Search (the standalone app has been discontinued).
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Set Alerts: Enable email notifications to receive updates on new reviews, ensuring no feedback goes unnoticed.
2. Responding to Reviews
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Positive Reviews: Respond personally, highlighting specific points from the feedback.
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Negative Reviews: Stay professional and concise. Acknowledge the issue, offer solutions, and aim to resolve the problem offline. Google provides guidance on professional ways to handle negative feedback.
3. Handling Spam or Inappropriate Reviews
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Flagging Reviews: If a review is spam or inappropriate, click the three dots next to the review to flag it for removal. Google only removes reviews that violate their policies, such as irrelevant or offensive content, but won’t intervene in disputes between businesses and customers.
4. Requesting Reviews
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Encouraging Feedback: Use direct links to encourage customers to leave reviews. Avoid incentivising them, as it violates Google’s policies.
5. Using Reviews for Marketing
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Leverage Positive Feedback: Feature customer reviews (with permission) in your marketing materials, like social media or on your website, to build trust and credibility.
6. Keeping Your Profile Updated
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Ensure Accuracy: Regularly update your business information (hours, services, contact details) and use photos or videos to keep your listing fresh and appealing.
7. Marketing Your Business
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Promotion through Reviews: Learning how to effectively market your business by leveraging reviews can attract more customers. Utilise resources from PR experts for guidance on creating marketing strategies.