Earlier this week Google revealed a brand new feature for verified business owners who have Google Places accounts. This new feature allows business owners to personally respond to reviews posted to Google about their business.
This is a huge opportunity for business owners. It will allow them to create personal relationships with some of their best customers who are taking the time to go online and review their businesses. Providing reviewers with a little thank you for their patronage and kind words can go a long way in maintaining their continued support.
On the other hand, this feature also allows business owners to respond directly to someone who may have had a less than positive experience. The response has the potential to not only remedy the direct situation, but show other readers that the business cares about its customers and wants to make good on negative experiences.
The image below represents a great interaction that had the potential to turn an unsatisfied customer into a loyal supporter.
This is not a revolutionary tool in the online review world (site like Yelp and Trip Advisor already have this feature), but it is another great place for business owners to directly engage with their customers, make good on negative situations and reinforce positive ones.
Google provides some great tips on how to respond to reviewers and how to claim your business on Google Places if you have not already done so.
