Collecting Google Business Reviews

Modified on Wed, 27 Mar at 10:41 AM

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Best Practices for Collecting Reviews
How to Find Your Business on Google
How to Find Your Google My Business Review Link
Adding Your Review Link to Breakthrough
Testing Your Google Review Link
Using Your Link in Text Campaigns
Reading & Responding to Reviews

Google reviews provide useful information and help your business stand out. Reviews show up next to your Business Profile in Maps and Search.

Best Practices for Collecting Reviews

Verify your Business Profile: This makes your business information show up on Maps, Search, and other Google services. To respond to a review, you must have a verified business.
Remind customers to leave reviews: Let them know it’s quick and easy to leave reviews. Breakthrough embeds your review link in the Graduated Patient email sequence, and the Misc | Request Google Reviews monthly campaign. You can also include it in Text Campaigns.
- Reply to reviews to build customer trust: Your customers will notice your business values their input if you read and reply to their reviews.
- Value all reviews: Reviews are useful for potential customers when they’re honest and objective. Customers find a mix of positive and negative reviews more trustworthy. You can always respond to a review to show the customers that you care and provide additional context.

How to Find Your Business on Google

Finding your business is easy! On Google Search or Maps, just search for your business's name and city.

To find your profile, you must sign in to the Google Account associated with it.
If you have more than one business, at the top, click the Down arrow. Then, select the business you want.

How to Find Your Google My Business Review Link

Go to your Business Profile
To find your review link with Google Search, select Ask for Reviews.

Adding Your Review Link to Breakthrough

Log in to Breakthrough, then click on the Settings gear in the right corner
Click on Location Settings
Click the Edit icon to the right of the location you want to update
Above the list of your active funnels, look for a field titled 'Google Business Review Link'
Copy/Paste your link into this field
Click Update to save

Testing Your Google Review Link

We encourage you to test the review link after saving it in your account. The easiest way to test this is by scheduling and previewing the Misc | Request Google Reviews monthly campaign.

After opening the campaign preview, click the links in the email to ensure they open your Google Business page. If the links do not work, or they are linking somewhere unexpected, double-check that you've used the correct link. If the issue persists, reach out to Support@getbreakthrough.com.

Using Your Link in Text Campaigns

You can embed your Google Review Link in Text campaigns by using the placeholder token [Location.GoogleBusinessReviewLink]

When setting up your Text Campaign, look for the Supported Placeholders link above the message box to copy/paste the token into your message. When the message is sent, it will replace the token with the link in your settings.

Reading & Responding to Reviews

When you reply to reviews, you post publicly as your business. Replies may not appear across Google immediately. However, reviewers will get a notification when you reply to their review. After they have a chance to read your reply, they can update their review.

On your computer, go to Google Search.
In the search bar, enter your business name.
Select Reviews.
Next to the review you’d like to reply to, select Reply.

Negative Reviews

Negative reviews aren't necessarily a sign of bad business practices. For example, the customer may have had mismatched expectations. Reviews can also help identify points on how to improve future customer experiences.

Here are some best practices to keep in mind:

Do not share personal data of the reviewer or attack them personally. Instead, suggest that they contact you personally by email or phone to resolve the issue. A positive post-review interaction and your reply shows prospective patients that you really care and often leads the person to update their original review.
Investigate the reasons behind the reviewer’s negative impression of the business. Check your records for the reviewer and their experience with your business.
Be honest. Acknowledge mistakes that were made, but don’t take responsibility for things that are out of your control. Explain what you can and can't do in the situation. Show how you can make uncontrollable issues actionable. For example, bad weather caused you to cancel an event, but you monitor the weather and provide advance cancellation warnings when possible.
Apologize when appropriate. It’s best to say something that demonstrates compassion and empathy.
Show that you’re a real person by signing off with your name or initials. This helps you come across as more authentic.
Respond in a timely manner. Doing so shows that you pay attention to your customer’s experience.

Flag a Review for Removal

On your computer, sign in to manage your Business Profile.
Choose the review you’d like to report:
- Single business: Open the profile you'd like to manage. On the left, in the menu, click Reviews.
- Multiple businesses: On the left, in the menu, click Manage reviews. Then use the drop-down menu to choose a location group. (This option is not for organization accounts.)
On the review you'd like to flag, click More then Flag as inappropriate.

Unlike Facebook, Breakthrough does not manage Google Business profiles and cannot facilitate the removal process on your behalf. You should never report a review just because you disagree with it or don't like it. Before you ask to remove or delete a review, read Google's review policy.