Reviews, Photos and Posts

Introduction

Reviews, photos and fresh updates are what make a profile feel alive and trustworthy. They are also where businesses most often get into trouble by trying to cheat. Here is how to do it properly.

Earning reviews honestly

Most happy customers never think to leave a review, so asking politely is allowed and works.

• Ask at the right moment, just after a good experience.
• Make it easy. Your profile has a link to share for reviews. Add it to a receipt, a thank-you message or a small sign.
• Ask everyone, not just the people you expect to be happy.
• Be simple: "If you enjoyed your visit, a quick review would really help us."

What is not allowed

Google's content policy prohibits fake engagement. Avoid:

• Buying reviews or paying for them in any form
• Offering a discount or gift in return for a review
• Reviewing your own business or having friends and family post fake ones
• Filtering who you ask, so only happy customers are invited
• Posting negative reviews about competitors

Reviews that break the rules can be removed, and repeated cheating can get a profile suspended.

Replying to reviews

Reply to all reviews, as soon as you can. Other customers read your replies.

• Positive: thank them by name, mention something specific, and keep it short.
• Negative: stay calm and polite. Thank them, apologise for their experience if appropriate, explain briefly or offer to fix it offline, and give a contact method. Never argue, blame or reveal private details.
• Unfair or fake: reply politely and factually, and report reviews that break the policy through your profile.

A good reply to a bad review can win trust.

Photos

• Add real photos of your outside, inside, products, team and work. Customers use them to decide.
• Show what customers will actually find. Do not use misleading or stock images.
• Use clear, bright images, and add new ones regularly.
• Respect people's privacy, and get permission to show customers or staff.

Posts and updates

Use posts to share offers, events, news or helpful tips. Keep them short with a clear call to action, such as "Call to book". Keep opening hours and any special holiday hours up to date, and answer questions customers ask on your profile.

Try it yourself

Write a two-sentence message asking for a review, and find your profile's review link. Draft a polite reply to an imaginary negative review. Then choose five real photos to upload.

Summary

• Ask real customers for reviews, and never buy, reward or fake them.
• Reply to every review with courtesy, even the unfair ones.
• Add real photos and keep your updates and hours current.