Read and reply to reviews
The Reviews inbox displays a list of all of the reviews your business has received on Google and snippets of reviews taken from elsewhere on the web.
To read the full review, just click it. If the review is a snippet from a non-Google website, you’ll be taken to the site where it originally appeared.
If you believe a Google review violates the posting guidelines, please use the Flag as inappropriate link from the business listing.
How to reply to reviews
You can respond to the review in the text box that appears beneath the full Google review.
Engaging with the people who give you feedback can be a good way to get to know your customers and what they think about your business. Note that you’ll be posting as your page when you reply to reviews, and that your reply will be posted publicly. Replies to reviews may not appear immediately on your business’s Google+ Page.
Business owner responses allow you to build relationships with customers, but they’re also public. When replying to your customers, keep the following guidelines in mind:
Be nice and don’t get personal. This isn’t just a guideline--it’s also a good idea as a business owner. It's difficult to win an argument with a frustrated customer, and you want to avoid burning bridges. Keep your responses useful, readable, and courteous. In addition, responses should comply with our local content policy.
Keep it short and sweet. Users are looking for useful and genuine responses, but they can easily be overwhelmed by a long response.
Thank your reviewers. Respond to happy reviewers when you have new or relevant information to share. You don’t need to thank every reviewer publicly, since each response reaches lots of customers, not just one.
Be a friend, not a salesperson. Your reviewers are already customers, so there’s no need to offer incentives or advertisements. Tell reviewers something new about your business, or share something they might not know from their first visit.