Read and reply to reviews
Reviews from your customers can provide valuable feedback for your business. Replying to reviews helps build trust with customers.
Note that you’ll be posting as the page for your business when you reply to reviews, and that your reply will be posted publicly. Replies to reviews may not appear immediately on the page.
- Sign in to Google My Business.
- Scroll to "Reviews" and click Manage Reviews. Note that your business needs to be verified in order to respond to reviews.
- Under "Reviews from Google users", click View and reply on a review.
- Write a response and click Submit.
To see "reviews from around the web”, click the review to visit the site on which it originally appeared.
- Open the Google My Business app.
- In the top left corner of the screen, touch the three bar menu icon > Reviews
- Touch Respond now to reply to the reviewer
If you believe a Google review violates the posting guidelines, please use the Flag as inappropriate link from the local Google+ page.
Tips for responding to reviews
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.