The box that appears on the results page and contains basic information and photos about the business such as its name, location, hours, etc., is its Google Business Profile.
But let’s see in detail what the Google Business Profile (or formerly known as Google my Business) is and why it is important.
Google Business Profile is a free tool from Google, which was first released in 2014 as Google my Business and, in 2021, it was renamed to Google Business Profile.
This platform allows business owners to post information about their business and literally put it on the map!
Thus, the chances of losing potential customers to local competition are reduced.
At the same time, it is possible to interact with users through messages, questions and reviews.
Reviews will enhance the credibility of your business as well as the impressions of potential customers. Consumers are much more likely to trust a store with many reviews than one with few.
85% of users trust the reviews they read online
Tip: Encourage your customers to leave a good review, as this way you have a better chance of appearing in local searches.
e.g. If you own an Italian restaurant, and someone searches for “good Italian restaurant” and you have a lot of positive reviews, it’s very likely that your business will come up first.
The Google Business Profile provides basic information about your business to targeted searchers, as well as to those looking for services or products similar to what you provide, in the wider area of your store.
According to research, 64% of consumers use Google Business Profile to find information about a store.
Business Profile is directly connected to Google Maps.
Thus, by entering the “keyword” in the search, Google will show you all the relevant results that are “near you”.
86% of users use Google Maps to find a store.
According to Google research, 60% of smartphone users call the business through the Business Profile platform.
When customers find your business on Google, they can see your contact information, such as phone number and email address, and call or text directly to contact you. This contact feature can be very convenient for customers who are looking for information or have questions about your business
According to Google research, when you have a complete Business Profile, the likelihood that a customer will choose your business almost triples.
The fact that he finds your business listed and locates it on the map creates a sense of security and prompts him to proceed with a purchase.
Through the Business Profile platform you have access to various insights about your business, which you can include in your digital marketing strategy.
When you receive positive reviews from your customers on your Google Business Profile, it’s important to respond to express your gratitude and appreciation.
Follow the steps below to reply:
1. Thank the customer: Begin your response with a thank you greeting. Express your gratitude for the positive review and the time the customer took to write it.
2. Refer to their experience: Refer to the specific experience the customer mentions in their review. Express your joy that he enjoyed the experience and highlight the positives mentioned.
3. Showcase your professional approach: Emphasize your commitment to providing excellent service and thank the customer for choosing your business.
4. Invite the customer to return: Invite the customer to return to your business in the future. Mention how it would be your pleasure to welcome him back and provide him with your services.
5. End with a polite farewell: Close your response with a polite farewell, reiterating your appreciation for the customer’s review and wishing them the best.
It is important to be polite, pleasant and professional in your response.
This shows that you value your customers’ support and feedback and that you are available to serve them in the future.
When faced with a negative review from a customer, it is important to respond politely and professionally.
Follow the steps below to reply:
Express understanding for the customer’s frustration or negative experience. Show that you care about their satisfaction and that you take their feedback seriously.
If there was a real problem or misunderstanding, apologize for the negative experience the customer had. Acknowledge the fact that something went wrong and show your commitment to fixing it.
Propose a solution to help address the customer’s problem or dissatisfaction. If possible, offer to chat with him privately to explain further or help him.
It is important to show that you are willing to listen to the customer’s concerns and find a satisfactory solution. Ask the customer to provide more information if needed and try to understand the problem from their side.
State your commitment to providing high quality service and your desire to remedy the situation. Show that you want to maintain a positive relationship with him.
In your response, avoid revealing the customer’s personal information. Keep your answer general and professional.
After your answer, monitor the customer’s response. If he continues the conversation or provides more information, respond politely again and try to find a constructive solution.
Keep your response professional and avoid confrontation or reacting with anger or ignorance. Treat the customer with respect and try to resolve the issue in a calm manner.
Analyze the negative review and use it as an opportunity to improve your services or processes. Learn from the negative experience and try to prevent similar problems in the future.
Thus, by responding you have the opportunity to restore your company’s reputation or to tell your own version, if you believe that a comment is unfair or was made maliciously.
Even if you don’t agree with the comment the user made or feel wronged, you should respond calmly to show your professionalism.
Creating a Google Business Profile is an integral part of your company’s digital presence.
Such a listing will help raise awareness of your business and help increase its sales locally.
We at easylink can help you put your business on the map!
Contact us for more information.
No. G.E.MI.:120333104000
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