Online Reviews: How to Get More of Them and Respond the Right Way

Visitors to the Grand Strand don’t have a neighbor to ask for recommendations. They have star ratings. Whether someone is choosing a breakfast spot in Surfside Beach, a fishing charter in Murrells Inlet or a roofer in Conway, reviews often decide it.

Reviews also matter to Google. Its own guidance says that more reviews and positive ratings can help a business’s local ranking. Here’s how to earn more of them honestly and how to respond to them in a way that wins over the next customer.

First, the Rules

Before asking for reviews, know what’s off limits. Google’s policies prohibit:

• Incentives. No discounts, free items or other rewards in exchange for a review, an edit or the removal of a negative review.
• Selective asking. You can’t ask only the customers you know were happy. This practice is sometimes called “review gating.”
• Discouraging negative reviews. You can’t prohibit or talk customers out of leaving honest feedback.

The Federal Trade Commission has also finalized a rule banning fake reviews and testimonials. That covers buying reviews, posting reviews from people who never used your business, and insider reviews from employees or family that don’t disclose the connection.

The simple version: ask real customers for honest reviews, ask everyone and never pay for them.

How to Get More Reviews

Ask. Really.

Most happy customers never think to leave a review. They’ll do it if you ask, especially if you ask in person. “If you enjoyed today, we’d really appreciate a Google review. It helps a small business like ours a lot.” That’s all it takes.

Ask at the right moment

Timing matters. Ask when the experience is fresh and positive:

• When a guest compliments the meal.
• When a charter returns to the dock with a cooler full of fish.
• When a homeowner sees the finished project.
• Right after checkout at a shop or salon.

Make it easy

Google lets you create a direct link or QR code that takes customers straight to your review form. Use it everywhere:

• On receipts and invoices.
• In follow-up emails and text messages.
• On a card handed out with the check or at the register.
• On a table tent. Our post on table tent card marketing has more ideas.
• In your email signature.

Follow up once

For appointment-based or service businesses, a short email or text after the job, with a direct review link, works well. One friendly reminder is fine. Don’t pester.

Get your team involved

Your staff talk to customers all day. Train them on how to ask naturally. Just remember that tying bonuses to review volume can drift into territory Google treats as incentivized, so keep it about service, not quotas.

Responding to Reviews

Replying shows customers you’re paying attention. Google recommends replies that are polite, short, relevant and prompt, and suggests avoiding copy-and-paste “thank you” messages.

Positive reviews

Thank them by name, mention something specific from their review and invite them back. A reply might look something like this:

“Thanks so much, [Name]! We’re glad you enjoyed the shrimp and grits and the sunset from the deck. Hope to see you next time you’re in Murrells Inlet. — [Your name], Owner”

Keep it genuine and avoid turning replies into ads. Google advises against using replies to promote deals.

Negative reviews

These matter even more, because future customers read how you handle problems. A calm, professional reply can actually build trust.

1. Take a breath. Don’t reply while you’re angry.
2. Thank them and acknowledge the issue. Even if you disagree, recognize their experience.
3. Apologize where it’s appropriate. Be honest about what you can and can’t control.
4. Take it offline. Offer a phone number or email so you can resolve it privately.
5. Don’t share private details or make it personal.

For example, a reply to a complaint about a long wait could read:

“Hi [Name], thank you for letting us know. A long wait isn’t the experience we want for anyone, and I’m sorry we fell short on a busy Saturday. I’d like to make it right. Please call me directly at the restaurant. — [Your name], General Manager”

Fake or abusive reviews

If a review violates Google’s content policies, such as spam, harassment or a review from someone who was never a customer, you can flag it for Google to evaluate. In the meantime, a short, factual reply is better than an argument.

Don’t Forget Other Review Sites

Google is usually the most important, but depending on your business, Facebook, Yelp, TripAdvisor or industry sites may matter too. Visitors often check TripAdvisor for restaurants and attractions. Claim your profiles, keep them accurate and check them regularly. Each site has its own rules about asking for reviews, so read them before you start a campaign there.

Use Reviews as Feedback

Reviews are free market research. If several people mention slow service on Saturday nights or a hard-to-find entrance, that’s worth fixing. Share positive reviews with your team, too. It’s good for morale to hear what customers appreciate.

Build a Simple Review Routine

• Daily or every few days: Read and reply to new reviews.
• Every customer: Ask in person or by follow-up message.
• Monthly: Look for patterns and share highlights with staff.
• Seasonally: Refresh your review cards, QR codes and email templates.

Need Help With Your Reputation?

Axiom Design Group has helped hundreds of Grand Strand businesses build a strong presence online. Our marketing services team can set up review links and QR codes, design review cards and table tents, and help you build a response routine that fits your schedule. Contact us or call (843) 839-4113.