Here at The Forshaw Group, we know the importance of word of mouth, especially working within the insurance and construction sectors. If you are using a company for the first time its normal practice to type it into Google and read the reviews. According to Forbes, more than 60 percent of customers check Google reviews online before using a business. This can make or break the decision to use them, depending on the review, so it is important to keep up-to-date with latest reviews.
The review section is a free service where a customer can leave a rating and a comment regarding their recent involvement with the particular company. Due to the popularity of the search section on Google, the reviews left on it are more widely read than the reviews left on other platforms like Trustpilot. If someone searches a business or searches on maps the reviews are the first thing they will see.
At TFG, we have some fabulous reviews from our customers, and it’s appreciated by the team to hear how we have done – as well as how we can improve. It is accepted that for every positive review you will get a negative review. Its important to respond to all comments made whether they are positive or negative. It should be encouraged, if a customer is pleased with the work provided, that they review it.
It’s a bit trickier with a negative comment or low rating as it’s always on view. If the disgruntled customer is replied to, with an apology or an explanation – or offer to correct the issue – it looks better for the company.
The benefits of Google reviews:
- It raises the profile of your business, as people are more likely to use your business if they can read reviews.
- It is beneficial for search engine optimisation. If you get good reviews, Google will automatically rank your business higher in search engines.
- The star rating is displayed under your company name, so if you have four or five stars, this will result in more clicks.
- It allows you to receive essential feedback about your business. People trust Google, so they trust the reviews on your business page.
It’s important that you closely follow any reviews posted, so you can keep on top of replying to them, and it’s important to respond to all reviews – both the positive and the negative.