What NOT to do when you get a low star rating review
#1 Do not react! Yes, I know it feels like a direct punch in the gut BUT if you react you are losing the opportunity to use this to your advantage and only empowering & emphasizing the point the “Reviewer” is trying to make (real or imagined).
#2 Trust me on this: A “properly responded to 1 star review” is actually more powerful than 100 – 5 Star reviews. Why? Everyone wants to see what the one star reviews is and how it was handled.
#3 Do Not Ignore Reviews – Respond to each and everyone – personally
Good Review – Thank them – if possible use their name.
Bad Review – Let them know this concerns you and you are hoping to work out a resolution to this situation.
**Even if the client was not a good fit for you and your services – state this & WHY they are not a good fit. You will be eliminating all people like this person saving you time and effort from trying to serve the wrong people.
#4 Slow and Steady Win The Race. Google is looking for consistency. If you average 1 review a week, and suddenly you get “16” 5 star reviews in 1 day after getting a low star review, can you see a problem here? Google Bots Can!
#5 Know this: 93% of all search inquiries start on a google owned property: What are the consequences of not following Google review policies? Google has removed reviews and can ban users from their services.
As a business owner, you DO NOT want to be kicked off their playground for not playing by their rules.
Google Policy Pages to Reference.
https://support.google.com/contributionpolicy/answer/7422880?hl=en&ref_topic=7422769
https://support.google.com/contributionpolicy/answer/7411351?hl=en&ref_topic=7422769
Specifically: Text Reviews and Captions
In addition to Prohibited Content guidelines, Text Reviews and Captions are subject to the following additional requirements:
Don’t use reviews for advertising purposes. This includes, but is not limited to, posting email addresses, phone numbers, social media links, or links to other websites in your reviews.
Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers.
Don’t include promotional or commercial content.
Don’t offer or accept money in exchange for reviews.
Don’t solicit reviews from customers in bulk.
BONUS: This is what I have used and it is very effective for helping to collect reviews – Test this concept for yourself.
Create a “Leave Us a Review” card: See an example card below Front and Back (back has a QR Code that will link a customers phone straight to the review portal page once scanned with the camera app).
