On March 10th, 2026, Google employee Lisa Landsman published a post on the help forum. The write-up is directed towards small businesses and addresses rankings and online reviews. The spotlight on reviews section has some great nuggets of wisdom.
Pro-Tips for Managing Feedback
- Reply to reviews: Show you’re listening by replying to reviews. Keep replies positive and professional. Instead of sending the same “thank you” to everyone, focus on reviews where you can make the reviewer feel heard with a customized response.
- Don’t panic over a bad review: A mix of positive and negative reviews often feels more authentic and trustworthy to potential customers. Reply promptly, apologize when appropriate, and be honest about your limitations. Never share a reviewer’s private information or engage in personal attacks. If a situation is complex, request that the reviewer contact you directly to resolve the issue privately.
Lisa is telling people to show they are listening by replying to reviews. According to the BrightLocal Local Consumer Review Study, 42% of consumers are unlikely to use a business that fails to respond to its reviews.
The next point is not to panic over a negative review. This is where people make matters worse. Potential customers will judge you more on how you respond to the review than on the original review. The goal is to take the conversation offline and, when possible, show remorse and apologize. There is a lot of truth here.
