Many people don’t know how to communicate with customers, but the best way is to just treat them like people. Talk to them like a friend, and the interaction will feel far more natural. When customers interact with you through reviews, don’t ignore them. Respond to positive customers as soon as possible. Google tracks customer interaction and notices when reviews are ignored, so be sure to respond within a day.
Don’t ignore negative reviews either. When you receive a negative review, take the conversation offline as quickly as possible and make sure the customer is taken care of and satisfied. If the customer’s problems are addressed, this can lead to the review being removed or changed. If you don’t acknowledge a negative review, it will just stay visible to everyone who visits your profile. Showing engagement with customers will increase positive reviews and ultimately boost your profile.
Note: This article was created from a presentation given by David Hills, at a LevelUp conference shown on YouTube.
David Hills has worked in social media for over 8 years, including platforms such as Facebook, Twitter and Instagram. After his friend’s business struggled, Hills was able to help him by utilizing GMB to get his company exposure. Hills now advises small business on why GMB is important and how to fully capitalize on it.