How Should Businesses Respond to Positive and Negative Reviews Online? – Fastlane Founders Clips
In this video, Founder of MJ Media Group, LLC, Marilyn Jenkins shares strategies for managing online reviews. She explains why responding to every review, both positive and negative, is crucial for business success. She reveals how professional responses signal customer care to both Google and potential clients. Get practical tips on handling critical feedback professionally and understand why even less-than-perfect ratings shouldn’t discourage business owners. Watch the full episode to master Google Business Profiles and dominate local search for your law firm.
What you’ll learn:
00:00 Marilyn Jenkins and Jason Barnard
00:01 When is Responding to Reviews Crucial for Business Success?
00:17 Why Should Businesses Not Obsess Over Perfect 5-Star Reviews on their Profiles?
00:46 How Should Businesses Respond to Negative Reviews, Even if They Seem Trivial?
01:22 Why Do Customer Responses to Negative Reviews Matter for Business Reputation?
01:43 How Do Customer Reviews Influence Google’s Understanding of A Business?
“This clip is taken from Fastlane Founders and Legacy with Jason Barnard.” https://www.youtube.com/watch?v=E02oD9zntXo
Link to pieces of content relevant to this topic:
https://youtu.be/FWXLAJVGjIU
https://podcasts.apple.com/us/podcast/how-automate-linkedin-to-land-executive-professional/id1717325062?i=1000642909126
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Transcript from How Should Businesses Respond to Positive and Negative Reviews Online? – Fastlane Founders Clips
Marilyn Jenkins: Reviews are hugely important and replying to the reviews are very important. Whether they’re one star or five star, you should reply to all of them. And going with a five-star company, trying to get five star reviews is perfect. But don’t beat yourself up if you’re 4.7 or 4.8. As my grandmother used to say, nobody walks on water. People are going to have bad days, whether it’s at your company or the client or maybe it’s just a rogue review that doesn’t relate to you, but your response is to them.
Jason Barnard: And sometimes it’s actually just client perception rather than reality. And that can be damaging is somebody can say I didn’t like the toilets or the receptionist pointed me the wrong way and I had to fight take five extra steps to get to the attorney’s office.
Marilyn Jenkins: Some are that silly, some are disgruntled employees. But your reply to them. So if you reply to each of your reviews, what you’re telling Google is I care about the next customer that comes through because I’m going to talk to these people. You thank them using whatever words that are key in your reply. And if it’s a one star, reply professionally. Is it real? Would you apologize? Would you explain what happened? Is it not real? This person was never a client.
I’ve never met with this person before. I’d be happy to help you, blah, blah, blah. Just something kind. Because I tell you, Amazon has made us all look at reviews and made them important, right? So when I’m looking for somebody, I’m going to look at those one-star reviews. I’m going to see, can I tell the person was just having a crappy day? But I also want to see how the business responded.
And that tells you a lot. Jason Barnard: Yeah, 100%. And you’ve talked about feeding information to Google so that it better understands you. And up until now, it’s been posts and the name of my company, the address, the products and services. I’ve been feeding information myself. Reviews is feeding information to Google from somebody else.
