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Google Reviews anwser notification

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi,

 

When our customers put a review for our restaurants ( Mister Spaghetti ) we get a notification, but apperantly the customer does not get a notification when we answer that review. Is this correct?

Thanks,

 

Sam

1 Expert replyverified_user

Google Reviews anwser notification

Top Contributor
# 2
Top Contributor

Hi Sam,

 

This is correct. Google does not send another reply back to the reviewer once a business replies to the review. 

 

Kind Regards,

 

James

_________________________________________________________
Google AdWords Top Contributor | Google Partner | GYBO | Local Guide | My Profile


 


 


 

Re: Google Reviews anwser notification

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi!

Sorry for asking, but what is the point then? A review is a message so the
owner can act accordingly to it. So if there really is/was a problem and
the owner want to make the client happy again by offering for example a
drink on the house, this is never possible... so the owner does not have
any chance to get a better star than given before.

This is a bit one-way thinking. No?

Cheers

Sam

Cheers,

Sam
+32 487 362 161

Sorry for the short message... Using my phone and making spaghetti sauce at
the same time... And I just dropped my signature in it!

Google Reviews anwser notification

Top Contributor
# 4
Top Contributor

Hi Sam,

 

Making red sauce should always take priority. 

 

Yes, I do understand your point and would say that it is still very important to reply. Not only is managing reviews a critical part of your local presence with Google, all those prospective customers gain insight into a business and the people's personalities that operate them.

 

Plus, people who use review systems. like Google Reviews, are typically experienced enough to know to check back on them at some point down the road. Many will actually edit their review to give a more favorable mark to a kind reply from the business. 

 

These are some points to ponder between the garlic bread and noodles. 

 

Cheers,

 

James

_________________________________________________________
Google AdWords Top Contributor | Google Partner | GYBO | Local Guide | My Profile


 


 


 

Re: Google Reviews anwser notification

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hi James,

Yes. The red sauce is the highest priority :-)

Ok. I understand and I already answer the reviews. However, I found 10
people who put a review and they al were surpised we gave a reaction to it.
So to come back to your response, they do not have a look back at their
review and see if a response was made.

That's the reason why Facebook gives a notification when a reply on comment
has been made. This way the user knows her/his critics/review has been read
and replied on.

Also, this way we have more control in helping people if they have a bad
experience. All the people I found who made a review had never the feeling
it was being read or they could have been compensated/helped with their
experience because they never look back again at their review and possible
response on it.

If a make a review and I don't get a notification the owner has replied on
it, I would never take a look back again. ( because nowadays users are used
of getting notifications with everything ) And I even would think the owner
does not want to reply or does not care about my review, which results in a
" never going back again " situation.

Is there a way to report this issue and seriously consider taking the
notification/response into account?

Thanks

S



Cheers,

Sam
+32 487 362 161

Sorry for the short message... Using my phone and making spaghetti sauce at
the same time... And I just dropped my signature in it!

Google Reviews anwser notification

Top Contributor
# 6
Top Contributor

Hi Sam,

 

I do understand and Google is aware of this viewpoint. There is nothing to report as this is standard and how it works at this point. Your feedback is enough to provide your wants & wishes. 

 

The only other thing I can add as someone that manages many listings and businesses is that we reply and then we contact customers directly, if needed, and we sort through what needs to be and then we ask them to consider adjusting their review to reflect their current feelings with the situation. 

 

All the Best,

 

James

_________________________________________________________
Google AdWords Top Contributor | Google Partner | GYBO | Local Guide | My Profile


 


 


 

Google Reviews anwser notification

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

If I may, Sam, your response makes little sense in context. "We reply and then we contact customers directly" ?  These reviews are how the customer reaches out to us. Unless we get all stalker-like and hunt down customers on Facebook (or more creepy avenues), how are we supposed to reach out to customers directly? If somebody leaves a bad review on Google, but it is something that I feel I can provide some resolution to, they'll never know that I am willing to solve the problem. I can't contact customers directly. So it does not make any sense that customers don't get notifications that their reviews have been responded to. 

 

-Chris Ellis

Google Reviews anwser notification

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

Yes. That's what I mean. They are given a chance to speak good or bad. And we aren't given a chance to something good when they feel bad. 

Google Reviews anwser notification

Top Contributor
# 9
Top Contributor

Hi Christopher,

 

To expand on my reply that you quote, the businesses I deal with know their customers and can easily match (most of the time) the review to the actual customer records. For those we cannot match, we are not able to contact directly as we do not get all "stalker-like" and hunt them down. We actually leave in the reply to "please contact the store manger as we would like to stand by our policy of ensuring all of our customers are properly cared for and are happy. We have a resolution to your unique situation." 

 

Since Google has reviews set up as they do, we all have to work within the constraints provided, which is what I am suggesting. There is no other solution at this time. I do agree with you both and would love to see this changed.

 

All the Best,

 

James

_________________________________________________________
Google AdWords Top Contributor | Google Partner | GYBO | Local Guide | My Profile