Reviews Make or Break Your Google Business Profile: How to Get Them, Respond to Them, and Fix Fakes
Reviews are one of the biggest ranking factors for your Google Business Profile (GBP).
More reviews = more trust = more visibility in local search. If you want customers to find you in Google Maps, you need a steady flow of real, positive reviews.
Do deal with the bad reviews though. We can talk about that later.
- 98% of people read reviews before choosing a local business.
- Businesses with more positive reviews rank higher in Google’s Local Pack.
- Reviews influence trust faster than any ad campaign could.
When someone sees your business on Google Business Profile — whether it’s “grocery store near me” or “injury attorney Waynesville NC” — they’re looking at your digital storefront. They’re also deciding if you look trustworthy. And that decision happens fast.
What do they look at first?
Your reviews.
Not just the stars.
Not just the score.
How you treat people.
What kinds of reviews do you have?
Do your customers sound happy? Do they sound heard? Do you respond to them?
And let’s talk about responses — because I’ve seen everything. Some business owners respond with warmth: friendly, cheerful, thankful, giving helpful context. Other owners respond like they swallowed a hornet. I’ve even seen lawyers threatening to sue people for leaving bad reviews (is that even possible? Probably not, but that’s not the point. The threat is).
And then there are the silent ones. The ones who ignore reviews completely. Imagine someone compliments you face-to-face and you turn your back and walk away. That’s what it looks like when you ignore reviews on GBP.
Reviews show how you run your business.
Responses show who you are.
At My Local Start, we’ve seen reviews double leads for some clients in just months. So, let’s make review management your secret weapon, shall we?
1. How to get more reviews (without begging)
- Ask at the right time. Right after a purchase or service, when satisfaction is highest.
- Make it easy. Send a direct review link by text, email or send QR code.
- Train your staff. A simple “Would you mind leaving us a quick Google review?” goes a long way.
- Offer reminders. Place QR codes on receipts, signs, or menus. Generate QR code directly on GBP.
2. Responding to positive reviews
Never ignore a compliment.
- Say thank you.
- Personalize your reply.
- Sprinkle in local keywords.
Example:
“Thanks, Sarah! We’re so glad you ordered half a cow at our local farm store. We appreciate you.”
3. Responding to negative reviews
Bad reviews hurt, but silence hurts more.
- Stay calm and professional.
- Acknowledge the issue.
- Offer to resolve it offline.
Example:
“We’re sorry you had this experience, John. Please contact us at (phone/email) so we can make it right.”
Sometimes, picking up the phone and talking to your unhappy customers directly can help, too. Be sweet. Be patient. At least try. It won’t work every time, but people can feel the effort even when the outcome isn’t perfect.
Note: I know what it’s like to deal with angry customers. People seem quick to fly off the handle nowadays. Maybe it started during Covid when everyone was forced to avoid each other. Maybe that’s when we all started losing a little grace and connection. I don’t know. Social media definitely hasn’t helped.
But if you can keep things local, keep your community intact, keep people talking face to face instead of screen to screen, it’s better than whatever is happening in the bigger metros out there, methinks.
4. How to handle fake or malicious reviews
- Flag fake reviews in GBP.
- Provide evidence if asked (receipts, customer records).
- Encourage real reviews to drown out the fakes.
It’s important that you document everything: date, time, when you report this to Google Support, etc. Document everything.
5. Use Q&A like a review amplifier
The Questions & Answers section of your GBP is great (right now, on Desktop)
- Seed common questions yourself.
- Answer in detail with keyword-rich responses.
- Treat it as an extension of your review strategy.
Don’t forget to post updates too. Important.
Why reviews impact SEO
Google uses reviews to measure:
- Relevance. Do reviews mention your services?
- Prominence. How many reviews do you have vs. competitors?
- Trustworthiness. Are responses professional and active?
Real-world example:
We worked with a Sylva attorney who had only 3 reviews and was buried in search results. After launching a simple review campaign (email links + staff reminders), she built up to 75 reviews in 8 months. Her firm is now consistently in the top 3-pack for “personal injury attorney Sylva NC.”
My Local Start can help
We don’t just help you get reviews — we help you manage them strategically.
- Tools to generate steady reviews.
- Templates for professional responses.
- Strategies to handle fake reviews quickly.
And it’s all included in our Forever Free Google Business Profile setup & optimization.
Ready to turn reviews into revenue?
Your competitors are stacking stars. Don’t get left behind.
Claim your free Google Business Profile optimization with My Local Start and let’s build your reputation together.