When it comes to local search, online reviews are the lifeblood of your business. Whether you’re crushing it with five-star feedback or scrambling to manage the occasional scathing critique, how you handle online reviews can make or break your local SEO game. But don’t stress—GMB Fox has your back. In our latest Local Search Clinic, we teamed up with industry heavyweights Dani Owens of Pigzilla and Crystal Horton, a Google Business Profile Product Expert, to answer your burning questions about online reviews.
Meet the Experts
Dani Owens isn’t just another local SEO consultant. She’s the founder of Pigzilla, a private local SEO training community designed to help businesses dominate their local markets. Before launching Pigzilla, Dani spent five years sharpening her SEO skills at a digital agency, working with big brands that demand big results. And guess what? She’s currently building a local PR service, LocalPR.com, to help businesses amplify their presence even further.
Crystal Horton is your go-to guru for getting found on Google. As a Google Business Profile Product Expert, she specializes in leveraging Local Service Ads and mastering the art of reviews. With a knack for driving more customers to your business, Crystal is a contributor to BrightLocal and a familiar face in the GBP community forum, where she shares her expertise with those navigating the tricky waters of local search.
Why Online Reviews Matter
Let’s cut to the chase: reviews are more than just digital pats on the back. They’re a goldmine for local SEO and can skyrocket your business visibility when handled right. According to a study by BrightLocal, 77% of consumers ‘always’ or ‘regularly’ read reviews when searching for local businesses. That’s a huge chunk of potential customers making decisions based on what they see in those little star ratings and comment boxes.
Dani Owens dropped a truth bomb during the clinic: “Your overall star rating is important, but so is how you respond to those reviews. A well-handled negative review can actually boost customer trust.” Crystal Horton echoed this, adding, “Responding to reviews isn’t just good manners—it’s good business. It shows potential customers that you care and that you’re actively engaged.”
How to Handle Reviews Like a Pro
1. Respond Promptly
Whether it’s a glowing five-star review or a not-so-friendly critique, respond quickly. Your engagement (or lack thereof) sends a message to both the reviewer and potential customers.
2. Keep It Professional
Negative reviews can sting, but lashing out isn’t going to help. Instead, acknowledge the issue, apologize if necessary, and offer a solution. This shows that you’re willing to make things right.
3. Encourage Positive Reviews
Don’t just sit back and hope for reviews to roll in—ask for them! Satisfied customers are often more than happy to share their experience, but they might need a nudge.
4. Monitor Regularly
Use tools like Google Alerts or specialized review management platforms to keep tabs on what people are saying about your business. Staying on top of this can help you address issues before they escalate.
The Bottom Line
In today’s digital landscape, online reviews are non-negotiable. They’re not just a reflection of your business—they’re a powerful tool in your local SEO arsenal. Mastering the art of managing reviews can set you apart from the competition and make you the obvious choice for potential customers.
In a digital world where visibility is everything, GMB Fox ensures your business isn’t just online—it’s the first choice customers make. Let us handle the complexities of digital marketing, so you can focus on what truly matters: growing your business.
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