As the world turns, so does Google and its algorithm of measuring (which directly impacts all of us). It was no surprise when the big G recently began sending responses to reviews back to the reviewer. For now, when you say thank you or make any comment to a review posted on your Google My Business listing, Google emails your comment to your customer.
Why is this important? I believe that it is, because it sends a message that you care about your customer. The big trend G has pushed is E.A.T. expertise, authoritativeness, trust. By responding, you indicate a measure of E.A.T. about your product, service and customers.
How to respond to reviews
Timing is important, so monitor your review activity and respond within 36 hours when possible, weekends and holidays excluded of course. A timely reply indicates you are aware of your client and tells Google that too. My average response time, during business hours, is 1 hour or less, after hours is 12 to 14 hours or less. My goal is to respond as quick as possible, I want to stay in front of our customer as long as possible, especially in a positive environment.
Responding to Reviews
The tone of your response is critical. I try to stay positive, with a short comment declaring our appreciation for their business. I never advise a confrontational comment. Engaging in a dramatic, online argument never provides any benefit for your business.
Responding to Reviews
Mention the reviewer by name in your reply. Everyone likes to hear their name in a positive manner, whether it be in person or online. Personalization has been a staple for print marketing, we call it variable data!
Be original, write a unique reply every time. Copy/Paste the same reply multiple times will be seen by Google, reviewers and potential customers, it diminishes the value of the message when you repeatedly send the same response.
4 Star reviews are not a bad thing, some individuals believe perfection is impossible, therefore their absolute best review will be a 4 star. I address these reviewers with a polite email asking what we could have done better to receive the additional star. If the customer is responding, we try to incorporate their suggestion, then I’ll email them back, asking if it’s possible to have the review improved to a 5 star.
I never ask twice, too many attempts to rectify only irritates, so once is enough. If your interaction with this individual is less than perfect, then let it go, he/she will not change their mind and you can only damage the relationship.
Responding to Reviews
Google has made review replies more interactive, I’m embracing this change and modifying our review system, I believe this is a true benefit, let’s take advantage of it.
Commonly known as Independence Day, July 4th has been a federal holiday in the United States since 1941. However, the tradition of Independence Day celebrations goes back to the 18th century and the American Revolution (1775-83). In June 1776, representatives of the 13 colonies fighting in the revolutionary struggle weighed a resolution that would declare their independence from Great Britain. On July 2nd, the Continental Congress voted in favor of independence, and two days later its delegates adopted the Declaration of Independence, a historic document drafted by Thomas Jefferson. Since 1776, July 4th has been celebrated as the birth of American independence, with typical festivities ranging from fireworks, parades and concerts to more casual family gatherings and barbecues.
The Cottage Gate is an informative monthly newsletter for the residents of the Columbia Cottage Assisted Living Community. The publication focuses on news and information from the previous month and information for the upcoming month’s events.
Community newsletters have many benefits:
Personalization, bringing relative information about residents for other readers to know
Calendars, helps all residents know of upcoming events
Activitypictures, engaging imagery from past events to motivate readers to get involved
Medicalinformation, news and information regarding Medicare FAQ
Birthdays, celebrations for friends keeps the readers active and communicating
Holidays, events surrounding annual holidays
Monthlyspotlight, residents and employees alike, helps put a name with a face
Heritage Printing has printed The Cottage Gate for over a year and since that time, I have read every issue and use it as a guide to engage my audience. Creating engaging content with attractive images is not the easiest monthly task I endure, so The Cottage Gate is a benefit to me as a newsletter editor.
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We take your newsletter seriously and appreciate The Cottage Gate for their trust in us to provide a quality publication, delivered on their schedule.