For decades, the best advertising a business could have was word of mouth: a friend recommending a bar, a mechanic or a hairdresser. That hasn't disappeared — it has simply moved to Google. Today, when a customer searches for your business on their phone, the first thing they look at is the stars and other customers' reviews. They are the new word of mouth, and in this guide we'll show you how to get them naturally, how to respond to them, and which mistakes could cost you your listing.
Why reviews are the new word of mouth
You used to trust a recommendation from someone you knew. Now you trust the recommendation of dozens of strangers: the average rating and the comments on your listing do exactly that job. When a customer compares your business with the one next door, the rating is the first thing that decides for them, even before they visit your website or call.
And they don't just build trust: Google uses them to decide who to show first on the map. A listing with fresh reviews and a good rating appears higher up and gets more clicks. They're not decoration, they're visibility. If you don't show up on the map yet, or you want to improve your position, check out this guide on how to show up on Google Maps.
How to get reviews without looking desperate
Asking for reviews isn't forbidden; it's well received if you do it naturally. What you can't do is buy them or give away discounts in exchange for a rating. The difference between looking pushy and looking professional is in the method:
- Ask at the right moment. Right after you've delivered the service, when the customer is happy. That moment works in your favour.
- Use your direct link. Google gives you a short review link; send it via WhatsApp, email or SMS. The fewer steps, the more reviews.
- Put a QR code in your premises. On the menu, on the receipt, or on a sign by the till. The customer scans it and writes the review in a minute.
- Ask for feedback, not a rating. "If you enjoyed it, a review really helps us" works better than "give me 5 stars".
How to respond to reviews, good and bad
Responding isn't optional: whoever reads the reviews also reads your replies, and it's your chance to show you care. These templates are a starting point; personalise them with the customer's name.
Positive review
"Thanks for your review, [Name]! We're glad you were happy with [the service]. We hope to see you again soon."
Negative review
"Hi [Name], we're sorry your experience wasn't what you expected. We'd like to make it right: write to us at [your contact] and we'll talk it through personally."
And one golden rule: never argue in public. The goal isn't to win the argument, but for other customers to see that you reply politely and that you take responsibility.
How many reviews matter and what rating you need
There's no magic number: it depends on your sector and the competition in your area. What does matter is the combination of three things: a high average rating (above 4 stars, ideally around 4.5 or more), enough reviews for that rating to be credible, and recent reviews.
A steady trickle is worth more than a hundred reviews all at once: Google and customers alike notice artificial spikes. So don't chase a specific number, chase the habit: if a new review comes in every week, your listing stays alive and your position improves.
Mistakes that could cost you your listing
- Buying reviews. Google detects it and can remove or suspend your listing. It's the worst shortcut.
- Offering gifts in exchange for a rating. A discount in exchange for 5 stars goes against the policies and could cost you your listing.
- Ignoring negative ones. Not responding sends the message that you don't care about your customers.
- Responding in anger. A defensive or aggressive reply does more damage than the criticism itself. Breathe, take a moment, and respond calmly.
How Solaris helps you
Managing reviews, replying to every comment and keeping your listing optimised takes time, and it's easy to put it off "until there's a gap". At Solaris we take care of it for you: we optimise your Google Maps listing, set up a system to ask for reviews (direct link, QR code and the right moment) and help you respond to them well.
Our local SEO on Google Maps costs €150/month + VAT, with no commitment, and €250/month + VAT if you also want articles to strengthen your position.
Why Solaris
Do the maths: if managing your reviews well brings you just one new customer a month, the service already pays for itself; everything else is profit. That's the return we aim for you.
- Fixed, published prices. €150/month, no "request a quote" and no surprises on the invoice.
- No commitment. We trust you'll stay for the results, not because of a contract.
- 100% local focus. We work with businesses on the Costa del Sol; we know your market and your customer.