Comments on Google Maps Provide a Star Rating that can Enhance or Damage Your Reputation .. It’s a Bit Like TripAdvisor and Needs to be Handled as Carefully
How to Respond to Comments on Google Maps (Quick Guide)
- Log in to Google Maps
- Go to https://business.google.com/manage/
- Select your Account
- Select your location
- Click Manage Reviews
- Choose comment & click Verify and Reply
- Respond and Post.
How to Respond to Comments on Google Maps … the details
Now lets look at the details
1 Log into Google maps using the email address you use to manage Google Maps e.g. firstname.lastname@example.org
2. Go to Google My Business https://business.google.com/manage/
3 Select your account (you may have more than one)
5. Click Manage Reviews
6. Choose comment & click Verify and Reply
7. Make response … make positive noises like thanking them and apologising, then ask for specifics to be sent to marketing@mycollege. ac.uk
In some cases you might want to escalate the comment to a senior level before answering.
The proposed process may look something like this …
You make response/ initial contact and ask for specifics by email. That takes the issue off line and demonstrates you are being positive and trying to sort out the issue.
You then send specifics to whoever is relevant .. e.g curriculum . .. who then deal with them.
Once an answer is determined you post a relevant additional message on Google. This demonstrates the issue has been dealt with .. and if it is to the satisfaction of the complainant you also ask them to post a positive rating.
Marketing/you should keep a database of the above so that they may be followed up and/or audited . I’m assuming you may need to cc or invlove the “complaints team” at some point in the process. This probably needs to be a via a shared doc etc .. I suggest a spreadsheet.
Responding positively to complaints is necessary. Done well they defuse issues and often converts complainants to become supporters and fans