Maintaining an outstanding online reputation is crucial for businesses, especially in today’s digital age. Online reviews play a significant role in shaping a company’s image — and knowing how to manage them effectively is essential.
One overlooked aspect of managing online reviews is the ability to edit your review responses, which can greatly impact the perception of your business. In this comprehensive guide, we’ll explore the process of editing responses to business reviews on Google and other platforms, as well as some best practices for replying to customer feedback and managing your online reputation.
What is the Importance of Responding to Business Reviews?
Before diving into the process of editing responses, it’s crucial to understand the importance of responding to business reviews in the first place. When potential customers search for information about a business, they often rely on online reviews to help them make informed decisions. By responding to reviews, businesses have the opportunity to engage with customers, address customers’ concerns, and showcase their commitment to customer satisfaction.
Why Reply to Positive Reviews?
While it might seem unnecessary to respond to positive reviews, it’s actually a valuable opportunity to connect with satisfied customers and keep the conversation going. By acknowledging and thanking customers for their positive feedback, such as a 5-star rating, businesses can leave a lasting impression and increase the likelihood of repeat business. Moreover, incorporating relevant keywords into your responses can help boost your online visibility.
Why Reply to Negative Reviews?
Negative reviews can be particularly damaging to a business’s reputation, making it vital to address them promptly and professionally. A well-crafted response to a negative review can demonstrate your commitment to a great customer experience — and potentially, turn a negative experience into a positive one. Remember to keep your responses professional, empathetic, and focused on resolving the issue at hand, without becoming defensive or argumentative in the reply.
Editing Responses on Google Reviews
If you aren’t quite satisfied with a review response you’ve written to a customer, there’s some good news: Google Business Profile (formerly “Google My Business”) allows business owners to monitor feedback and respond to reviews. The ability to edit your responses can be beneficial in various situations, such as correcting inaccuracies or updating information.
Steps to Edit Google Review Responses
Here’s how to edit your responses to Google review in three easy steps:
- Sign in to your Google Business Profile.
- Select “Reviews” on the left-side navigation.
- To edit a response to a review, click on the “Edit” button below the response.
This simple process allows you to make necessary changes to your responses — without having to navigate through multiple pages or dashboards.
Editing Responses on Other Platforms: Facebook, Yelp, and TripAdvisor
While many business owners are chiefly concerned with Google, it’s beneficial to be aware of the editing capabilities on other review platforms as well — for instance, sites like Yelp and Facebook. Each platform has its own set of guidelines and processes for editing review responses, so be sure to familiarize yourself with the specific requirements of the platforms relevant to your business.
Editing Responses to Facebook Reviews
To edit your response to a review on Facebook, you’ll need to follow these four steps:
- Navigate to your business’ official Facebook page and click on “Reviews” in the left-hand menu.
- Locate the review you wish to edit your response to.
- Click on the three dots in the upper right corner of your original response.
- Select “Edit” from the dropdown menu, make your changes, and click “Save” to finish.
Editing Responses to Yelp Reviews
On Yelp, business owners can edit their responses to reviews by following these four steps:
- Log in to your Yelp Business account and navigate to the “Reviews” tab.
- Locate the review you want to edit your reply to.
- Click “Edit” next to your response.
- Make the necessary changes to your response and click “Save Changes” when you’re finished.
Editing Responses to TripAdvisor Reviews
To edit your response to a review on TripAdvisor, follow these four easy steps:
- Log in to your TripAdvisor Management Center and click on “Reviews” in the top menu.
- Locate the review you wish to edit your response to.
- Click on the “Edit” link next to your response.
- Edit your response as needed and click “Submit” when complete.
4 Tips for Editing Your Business’ Review Responses
When editing your responses to business reviews, it’s essential to adhere to certain best practices, which will increase the likelihood of a positive outcome — not only for your customers, but your business. Some of these best practices are to maintain professionalism, focus on building trust with transparency, personalize your reply to the customer’s specific concerns, and, last but not least, keep your reply short and concise.
1. Maintain a Professional Tone
Always maintain a professional and respectful tone when editing your responses. Avoid using derogatory language, making personal attacks, or engaging in arguments with customers. Instead, focus on addressing their concerns and finding a resolution to their issues. You don’t need to resolve the issue in your response, but rather, provide your contact information so that the conversation can continue offline.
2. Be Accurate and Transparent
Ensure that any information you provide in your edited response is accurate and up to date. Transparency is key in building trust with your customers, so avoid providing misleading or false information.
3. Address the Customer’s Concerns
When editing your response, make sure to address the customer’s specific concerns or issues — in other words, make sure your reply is personalized instead of generic. This will show customers that you’ve taken the time to understand their problem and are genuinely committed to finding a solution.
4. Keep it Brief and Concise
While it’s important to provide a thorough response, avoid making it overly long or difficult to read. Keep your edited response brief and concise, focusing on the most relevant information and addressing the customer’s concerns directly.
How to Monitor and Manage Your Online Reputation Effectively
In addition to editing your responses to business reviews, it’s crucial to actively monitor (and manage) reviews as they come in. Here are three practical tips to help you manage your online reputation successfully.
1. Use Review Monitoring Tools
Tools like Shout About Us’ review management platform can help you monitor reviews across dozens or even hundreds of websites, making it easier to address issues promptly and effectively — all from a single, convenient dashboard. By using review management tools to stay on top of your online reputation, you can ensure that your business is accurately represented and maintain a more positive image in the eyes of potential customers.
2. Respond to Your Reviews in a Timely Manner
One key aspect of managing your online reputation is responding to reviews in a timely manner. Prompt responses show that you value your customers’ feedback and are committed to addressing their concerns in a meaningful way.
3. Follow Best Practices for Encouraging Positive Reviews
Encouraging satisfied customers to leave positive reviews can help improve your overall online reputation and counterbalance any negative reviews. However, it’s crucial to avoid incentivizing positive reviews, such as paying for 5-star reviews. Here are four best practices for getting more reviews from your customers:
- Ask for reviews via email or at the point of sale — two methods customers strongly prefer.
- Make it easy for your customers by providing them with a direct link to your review page.
- If requesting reviews via email, text, or other methods besides asking in person, be sure to send your request as soon as possible following the transaction, while the experience is fresh in the customer’s mind.
- Take advantage of an automated review generation service to reach more customers with less effort.
Take Control of Your Brand’s Reputation with Shout About Us’ Online Review Management Platform
Editing your responses to business reviews is an essential aspect of managing your online reputation. By understanding how to edit responses on various platforms, you can ensure that your business is accurately represented and maintain a positive image in the eyes of potential customers. Additionally, actively monitoring and managing your online reputation can help you stay ahead of any issues and continue to build trust with your customer base. Shout About Us provides tools that make the process streamlined and simplified, no matter how many locations you’re responsible for managing.
Discover why trusted brands like CallSource, Comfort Keepers, InterDent, G5, Jersey Mike’s Subs, Curious Jane, Office Pride, Sizzler, Suds Creative, and more count on Shout About Us for 24-hour review management. Contact our team for a demo and learn which of our solutions is right for your organization.
Emily Homrok is a freelance copywriter with more than seven years of writing experience. She joined the Shout About Us team as a content strategist in 2020.