For many of us on the Isle of Wight, business has always been about a handshake, a friendly chat, and a personal recommendation. Word of mouth has always been our most trusted form of advertising. But what happens when that ‘word of mouth’ moves online and becomes a series of stars and comments on a screen?

Online reviews, particularly on Google, are the modern equivalent of that trusted recommendation. A glowing review from a happy customer can be a huge boost to your business, but a negative one can feel like a real kick in the teeth. The truth is, whether they’re good or bad, reviews are a powerful tool that every Isle of Wight business should be using.

They Build Trust and Get You Noticed

When a potential customer is looking for a business, what’s the first thing they do? They look at your reviews. A business with no reviews can seem a little… empty. It makes people wonder if you’re even open, or if you’ve ever had a customer. But a business with a great star rating and lots of positive reviews instantly builds confidence and tells people you’re a safe bet.

But do Google reviews help SEO? Absolutely. Google uses reviews as a signal that your business is trustworthy, relevant and popular. The more reviews you have, and the more positive they are, the more likely Google is to show your business when someone searches for what you offer in your local area. This is a huge part of what we call local SEO. It’s what helps your business appear in the ‘Local Pack’ – that map with a few business listings right at the top of Google searches.

Think of it like this: your reviews are like a conversation between your customers and Google. When your customers are talking about how great your food is, or how helpful your service was, Google is listening. It sees all that positive talk and says, “This business must be good, I’m going to recommend it to more people.”

The Power of Your Star Rating

Your star rating is the first thing a potential customer sees and it tells a story, but it’s not the whole story. The number of reviews you have and how recent they are can be just as important as the number of stars.

Quantity over Perfection

Having a good number of reviews is often more convincing than a perfect 5-star rating with only one or two reviews. Think about it: a 5-star rating from a single person is nice, but a 4.8-star rating from 100 people is powerful social proof. It shows that your business consistently provides great service to a large number of customers. The quantity of your reviews tells Google that your business is active and popular, which can help your local ranking.

Freshness Matters

When someone looks at your reviews, they want to see what people are saying about you right now, not five years ago. A business with 50 reviews from five years ago might not seem as trustworthy as a business with 10 reviews that were left in the last month.

Fresh reviews show potential customers that your business is currently doing well and that you’re consistently providing a good experience. This is why it’s so important to have a strategy for consistently encouraging new reviews.

How to Get Google Reviews

This is the big question, and the answer is surprisingly simple: you have to ask. People are often happy to leave a review, but they just need a little nudge to do it. You can’t just expect them to remember to go home, find your business on Google, and write something. You have to make it easy for them.

  • Make a direct request. This is the most powerful method. When a customer pays and says “that was lovely, thank you,” you can reply with something friendly like, “We’re so glad you enjoyed it! If you get a minute, we’d really appreciate it if you could leave us a quick Google review. It helps us out a lot.”
  • Use a QR code. This is a brilliant way to make it easy. You can create a QR code that takes customers directly to the review page on your Google Business Profile. Put it on a small card on the counter, on the back of a receipt, or even on a poster in your shop window.
  • Send a follow-up email. For online shops or service businesses, a simple follow-up email a few days after a purchase or appointment can work wonders. A short, friendly message with a direct link to your review page is often all it takes.

When it comes to the question of “can you delete Google reviews?”, the answer is no, not directly. You can’t just get rid of a review you don’t like. However, if a review is fake, offensive, or violates Google’s policies, you can report it. Google will then investigate and may remove it, but this is a very rare occurrence. Your focus should be on getting more positive reviews to outweigh any negative ones.

How to Respond to Google Reviews (and Why You Should)

This is perhaps the most important part of the whole process. When a customer leaves a review, they are taking the time to give you feedback. Acknowledging that effort, whether the review is good or bad, shows that you care about your customers.

Responding to a positive review:

It’s tempting to just ignore these, but you should always reply. A quick, friendly response goes a long way. Thank the customer for their kind words and use their name if possible. You can even mention something specific from their review to show that you’ve genuinely read it. It makes the customer feel seen and appreciated, which makes them more likely to become a repeat customer. It also shows potential new customers that you’re an engaged and friendly business.

Responding to a negative review:

This can be tough, but a professional response can turn a negative into a positive. The key here is to not get defensive. Acknowledge their complaint and apologise for their experience. State that you’d like to put it right and ask them to contact you directly to resolve the issue. This takes the conversation offline and shows everyone else that you take feedback seriously and are committed to customer service. Remember, your reply is for everyone to see, not just the person who left the review.

FAQs about Google Reviews

How Do I Set Up Google Reviews?

To be able to receive and manage reviews, you need to have a verified Google Business Profile. This is a free tool that allows you to manage how your business appears on Google Search and Maps. Once your profile is verified, you’ll be able to see and respond to reviews.

Do Google Reviews Help SEO?

Yes, they do. Reviews are a key local SEO ranking factor. They show Google that your business is relevant, active and trustworthy. They also help to increase your visibility in local search results and on Google Maps.

Can You Delete Google Reviews?

You cannot directly delete a review that a customer has left. However, if a review violates Google’s policies (e.g. it’s spam, fake, or contains offensive language), you can flag it for Google to review and potentially remove.

How Do I Get Google Reviews?

The best way is to simply ask your customers. You can make it easy for them by providing a direct link to your review page via a QR code or an email. The easier you make it, the more reviews you’ll get.

How Do I Respond to Google Reviews?

You should respond to all of your reviews. Thank those who leave a positive review and be professional and polite with those who leave a negative one. Offer to resolve any issues offline to show you are serious about customer service.