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Do any of you have an internal process in place for responding to positive or negative Google Reviews? If so, would you be willing to share?
When negative reviews come in, I find out the details on why someone would have said what they did and work with the staff member and their supervisor to craft a response. We haven’t had many, only three or four in probably 12 years, but I think it’s important to respond in a helpful way.
I don't have a formal process. However, I do make a point to respond to all positive reviews. That generally boosts how many people see it.
As for negative reviews, how I handle it generally depends on the complaint. Most of the time, it's a complaint about a very personal experience they had, so I acknowledge how they feel, but then invite them to discuss it offline. If we resolve it offline, I always go back and add a comment that says something like, "I'm so glad we were able to discuss this over the phone/in person and resolve your situation." Or if they never respond to my invite, I also go back and make sure contact information is provided so others can see that we made an effort to reach out to them. I think how you respond is more important than the actual complaint.
I have also reached out to alumni & former parents to request a positive review so that those show up near the top.