Ever do a search on Google for a business and check out the reviews to see what previous or current customers have to say about them before deciding if you want to do business with them? Your potential customers undoubtedly do the same, so it’s wise to both ask your current customers to leave reviews for your self-storage business on Google and make sure you are responding to those reviews. Google takes your reviews, responses, and ratings into consideration when determining your search ranking.

How you respond to a review is just as important as getting a review. Your response is a chance for you to boast about your facility, your staff, and even the location of your facility! So if you just simply say “thank you for your review,” you are missing your opportunity to add meaningful content to help future customers get to know you better and see how great your facility is. Not only that, remember when I mentioned that Google uses your reviews, responses, and ratings? Well, Google uses those items to get to know your business - it helps them know to show you in relevant search results. Google puts a huge emphasis on making sure users have a great user experience and are getting relevant search results that provide a great customer experience, as well.

Now, this part is very important: do not try to cheat the system by reviewing your own facility or having anyone else associated with the business leave a review on Google. Not only are fake reviews dishonest and do not provide a good customer experience, but they are in violation of Google’s content policy. If Google determines that a review is or could be fake, Google will start removing reviews, or worse, suspend your listing entirely due to content violations. You will also lose Google’s trust and will have to work harder to gain it back, so it’s better to just not take the chance. Just remember that you are also a customer that reads and depends on the honest reviews of other customers to help you with deciding if a certain business is a right choice for you.

In case you aren’t sure how to respond to your Google reviews, here are some pointers to consider when responding to reviews:

Responding to positive reviews

Use responses to positive reviews to get your business name and keywords out there and boast about what sets you apart from other storage facilities. Just make sure your response appears natural and directed to the reviewer as well as everyone else reading it without it appearing as sales pitch.

Examples

Here are some examples of ways you can respond to positive reviews:

Example A:

  • Thank you for your review, [reviewer/customer]! The team here at [Business Name] is happy to receive such good feedback and to know that your [Keyword (self storage)] needs in [city] were met.

Example B:

  • Thank you for your feedback, [reviewer/customer]! [Business Name] is proud to be the most affordable [keyword (self storage)] facility in [city/location]. We also pride ourselves in being the only [unique identifier/or amenity (climate controlled facility)] in the metro area!

Responding to negative reviews

Negative reviews are bound to happen sometimes, but don't fret. Instead use the negative review as an opportunity to show everyone that your customers are important to you and that you are willing to work with them to turn their negative experience around. Keep your response simple as to not accidentally say something that would cause that person to become even more upset or to make them think that the response is an attempt to place blame on them rather than trying to make it better.

Example

Example of a response to a negative review:

  • [reviewer/customer], I'm sorry to hear about your bad experience. At [Business Name] we pride ourselves in making sure our customers’ [keyword (self storage)] needs are taken care of from the moment you reserve a unit to the moment you no longer need [keyword (storage)]. I am the [owner/manager] here at [Business Name] and I'd like to get in contact with you to find out more about your experience and how we can make it better for you. Please contact me at [email and or phone].

Remember, your future customers read reviews and responses and Google wants to see the interaction between businesses and customers. How you respond to and handle a negative review can sometimes lead to an updated positive review to let everyone know that you took care of the problem and were able to make the negative experience better for the customer.

How do I respond to my reviews on Google?

Responding to reviews on Google is easy. Follow these steps:

  • Log into your Google My Business account
  • Select your Business Listing in your account
  • Select Reviews from the menu on the left-hand side of the page
  • Select Reply under the review

Thanks for reading! For more help with reviews (including tips and tricks for getting more reviews!), check out these posts: How to get more Google My Business reviews without having to nag customers, How to manage facility reviews: 10 of the best resources to bookmark, and How to deal with negative customer reviews.