Every day, Google connects millions of people with businesses in their local communities. Google Places will continue to offer the same tools as the Local Business Center, such as helping a company verify and supplement business information including hours of operation, photos, videos, coupons and product information; providing a way to communicate with customers; and giving businesses new insights that enable it to make smart decisions. Google Places has given business owners an even greater incentive to take ownership of their business listing on Places – the ability to respond to reviews! This is a terrific opportunity to better manage your business reputation as well as to listen to your customers.
From the Google Lat Long blog on August 4, 2010:
“Starting today, if you’re a verified Google Places business owner, you can publicly respond to reviews written by Google Maps users on the Place Page for your business. Engaging with the people who have shared their thoughts about your business is a great way to get to know your customers and find out more. Both positive and negative feedback can be good for your business and help it grow (even though it’s sometimes hard to hear). By responding, you can build stronger relationships with existing and prospective customers. For example, a thoughtful response acknowledging a problem and offering a solution can often turn a customer who had an initially negative experience into a raving supporter. A simple thank you or a personal message can further reinforce a positive experience. Ultimately, business owner responses give you the opportunity to learn what you do well, what you can do better, and show your customers that you’re listening.
Be sure to verify your Google Places listing and begin to monitor the reviews that show there. Positive or negative, any review is an opportunity to learn more about how you’re doing. Take a minute, read the review(s) and think about what the reviewer wants you to hear. Respond positively, even to negative feedback, and potential customers will form a more positive impression of you and your business. Remember, an overwhelming majority of people read online reviews and believe what they read! If you keep that in mind when you respond, your business will benefit in the long run.”
