Google is now letting local businesses respond to reviews that get
posted on their Google Places Page. This will be huge for reputation
management for small local business owners who frequently are target by
bad reviews from legitimate and sometimes not so legitimate reviews. You
must have your listing verified before you are able to respond to
To help business owners in responding to what can be irate customers, Google offers the following recommendations.
- Be nice.
- Don’t get personal.
- Feedback is helpful.
Google also offers some ground rules for what to post as a business owner responding to negative reviews.
- Be polite and professional.
- Keep it short and sweet.
- Be appropriate.
- Be thankful.
- Be a friend, not a salesperson.