“Effective strategies for getting five-star Google reviews for your business” and “boosting customer feedback and enhancing online reputation” were the focus of a program provided by Cheryl Graves for the monthly lunch and learn hosted by the Polk County Chamber of Commerce April 28.
Graves, who has years of managerial experience in stores such as Toys “R” Us, TJ Maxx and VF Factory Outlet, has served as the manager of ReStore of Habitat for Humanity of Polk County located at 321 N. Beatty in Livingston since February of 2025.
Perception is reality and Google will enhance your business credibility, Graves said, adding that ever since she took over the store, their lowest rating has been a four.
How Google reviews impact reputation and rankings
Google reviews build credibility by showcasing authentic customer feedback and experiences, Graves said, adding that Facebook is great for advertising and easier to use for certain demographics but has little oversight. Additionally, positive reviews improve search rankings, making businesses more visible to potential customers, she said.
Higher rankings and positive reviews attract more traffic, increasing customer interest and engagement and customers depend on online reviews to evaluate businesses before making purchase decisions, Graves said, adding that high ratings and positive feedback increase customer trust and likelihood of conversion and good reviews encourage repeat purchases and foster customer loyalty.
Timing and methods for asking for reviews
Graves recommends requesting reviews soon after positive customer interactions to maximize response rates and credibility. She also recommends using personalized emails, SMS, or in-person requests to politely encourage customers to share their feedback.
Feedback is a gift, she said, adding that she likes to reward her staff – or team members, as she refers to them – through contests and also by letting guests know they are going to be rewarded.
Make the review process easy and accessible
Graves stressed the importance of offering direct links to review pages to simplify the process and encourage more customer feedback. Clear step-by-step instructions help customers complete reviews effortlessly and confidently.
Ask the customer how their experience was and even help them get their phone up and ready, she said, also emphasizing how crucial it is to regularly update your business name, address, phone number and hours to maintain accuracy because accurate information ensures customers can easily find your location and contact you when needed.
Plus, maintaining complete and accurate business information builds trust and credibility with your customers, she said.
Use photos and respond to reviews
High-quality photos highlight business products and atmosphere effectively to attract customers and responding to reviews – positive or negative – demonstrates active customer engagement and trust-building.
According to Graves, the best practices for responding to positive reviews is to express gratitude. Always thank customers sincerely for their positive feedback to build strong relationships, she said, adding that using personalized responses will reinforce goodwill and encourage customer loyalty and repeat business.
The best practices for responding to negative reviews, she said, is to respond calmly, show empathy and offer resolutions. Maintaining composure and responding without anger will create a positive interaction with dissatisfied customers. Understanding and acknowledging the customer’s feelings will build trust and rapport during the feedback process. Provide practical solutions or alternatives to address customer complaints effectively and promptly, she said.
Utilize Google My Business features
Graves recommends engaging with posts, utilizing the Q&A feature and highlighting special attributes. Use posts to share updates, offers and news to keep customers informed and engaged. Answer customer questions promptly through the Q&A feature to improve interaction and trust. Add special attributes like accessibility or amenities to attract specific customer groups.
In conclusion, Graves said applying these strategies will increase Google reviews, improving your business reputation and online presence; more reviews enhance local search engine optimization, making your business easier to find by nearby customers; and regular interaction with customers builds trust and sustains long-term business growth.
