Mastering The Art Of Responding to Google Reviews

In the digital age, online reviews wield immense power, especially for schools striving to maintain. respectable reputation and attract new students. Among the plethora of platforms, Google Reviews stands out as a critical arena where parents, students and even staff share their experiences and opinions.

Responding to these reviews is not just a courtesy; it’s a strategic move that can shape public perception and strengthen your school’s online presence.

So buckle up, as we embark on a journey to master the art of responding to Google Reviews!

First Things First - Keep It Classy!

Whether it’s a glowing testimonial or a constructive critique, every review deserves a thoughtful and respectful response. Think of it as a digital handshake - acknowledge the feedback graciously and express genuine appreciation for the time taken to share thoughts.

Now for the next steps - let’s sprinkle in some charm and personality. Injecting a bit of humour or warmth into your response can humanise your brand and make it more relatable. However, it’s always important to remember to strike the right balance and tailor your tone to match the review’s sentiment.

How Do We Recommend You Target Those Glowing 5-Star Reviews?

Easy. Seize the opportunity to show them with gratitude. An example of this would be:

Effective, gracious, and straight to the point.

But What About Those Dreaded 1-Star Reviews?

Despite your best efforts as a school, there will always be a member of your school community who will choose to air their disgruntled judgement via Google Reviews. However, you can create the perfect, gracious response that makes the reviewer feel heard and lets others know you are compassionate, professional and responsive.

We recommend you view a negative review as a chance to demonstrate your school's commitment to continuous improvement. A simple response of the following lets everyone know you are caring and committed:

Never shy away from addressing concerns or issues raised. Always flip a negative to a positive by showcasing your school's dedication to honesty and accountability.

Prompt. Personable. Polite.

Have you ever heard the term, “Timing is Everything”? Well, promptness is paramount when it comes to reviewing responses. We recommend a window of 24-48 hours to show that you respect and value feedback. But we know as well as you, that schools are busy places—there is always so much to get done! That is why it is best to designate someone on your team to monitor and respond to reviews regularly, or even set reminders or rotas for the wider team.

In addition to timing, it is also important to masterfully tailor each response to the specific feedback provided. Mention details from the review to show that you've read and genuinely care about what the reviewer has to say. Copy & paste simply won’t cut it here—reviewers need to feel heard and appreciated.

Ask And You Shall Receive!

On a final note, never be afraid to ask for reviews and feedback from students, parents, or staff. Encourage satisfied individuals (particularly alumni!) to share their experiences with you. A steady stream of positive reviews can enhance your school's reputation on and offline, and serve as a powerful marketing tool to drive you forward.

Responding to Google Reviews is more than just a box-ticking exercise—it's an opportunity to showcase your school's values, commitment to excellence, and dedication to customer satisfaction. Always endeavour to embrace every review with open arms, charm, and personality.

Now that you have all the tools you need, there is nothing left for us to say other than to have fun with it and happy reviewing!