Reviews are the modern word-of-mouth. Before choosing a contractor, dentist, or restaurant, most people check online reviews. Your review profile directly impacts both your search rankings and your ability to convert browsers into customers.

Here's how to build, manage, and leverage reviews for business growth.

Why Reviews Matter

88% of consumers trust online reviews as much as personal recommendations
Businesses with 4+ star ratings earn significantly more clicks from local search
Reviews are a ranking factor for Google's local algorithm
Review quantity signals business activity and customer volume

Generating More Reviews

1. Ask Every Satisfied Customer

The simplest way to get more reviews is to ask for them. Most satisfied customers are happy to leave reviews—they just need a prompt.

2. Make It Effortless

Send direct links to your Google review page. The easier you make it, the more reviews you'll get. A customer who has to search for your business and navigate to the review section is less likely to follow through.

3. Time Your Requests

Ask for reviews when satisfaction is highest—immediately after a positive interaction, successful project completion, or compliment. Don't wait days or weeks.

4. Automate the Process

Set up automated review requests through email or SMS. Our AI automation services can help you systematize this process.

5. Train Your Team

Ensure everyone on your team knows how and when to ask for reviews. Make it part of your standard customer interaction process.

Where to Focus Review Generation

While reviews on any platform can be valuable, prioritize these in order:

Google: Most important for local SEO and visibility
Industry-specific platforms: Yelp for restaurants, Healthgrades for medical, Avvo for legal
Facebook: Social proof for discovery
BBB and Angi: Trust signals for service businesses

Responding to Reviews

Responding to Positive Reviews

Always respond to positive reviews. Thank the customer, personalize your response (mention specific details from their review), and reinforce your value proposition.

Example:

"Thank you so much for the kind words, Sarah! We're glad we could help with your kitchen renovation. It was a pleasure working with you, and we hope you enjoy your new countertops for years to come!"

Responding to Negative Reviews

Negative reviews happen. How you respond matters more than the review itself. Follow this framework:

Acknowledge: Thank them for the feedback
Apologize: Express genuine concern for their experience
Take it offline: Provide a way to continue the conversation privately
Stay professional: Never argue or get defensive publicly

Example:

"Thank you for bringing this to our attention, Mark. We're sorry your experience didn't meet our standards. We'd love the opportunity to make this right. Please call us at (555) 123-4567 or email us at service@company.com so we can discuss this further."

Dealing with Fake Reviews

Unfortunately, fake negative reviews happen—sometimes from competitors, sometimes from people who were never customers. Here's how to handle them:

Flag for removal: Report clearly fake reviews to the platform
Respond professionally: State you have no record of this customer (without being accusatory)
Document everything: Keep records in case of legal action
Outweigh with positive: More genuine positive reviews diminish the impact of fakes

Using Reviews in Marketing

Reviews aren't just for ranking—they're powerful marketing assets:

Feature testimonials on your website
Share positive reviews on social media
Include review snippets in email marketing
Use quotes in advertising and print materials
Implement review schema for rich snippets in search results

Review Management Tools

Consider using tools to streamline review management:

Review aggregators: Monitor reviews across all platforms in one place
Automated request systems: Send review requests automatically after service
Response templates: Speed up responses while maintaining quality
Sentiment analysis: Track overall sentiment trends over time

Get Help with Review Management

Review management is a core component of our SEO services. We help businesses across Utah, Nevada, Arizona, and beyond build strong review profiles that drive rankings and trust.

Review Management Best Practices for Local Businesses