Google reviews: how to get more of them and respond well

When someone searches for “web agency Antibes”, “plumber Cannes” or “restaurant Nice”, the first results they see are often those on Google’s map, with a rating and a number of reviews under each name. Before even visiting a website, they compare stars. Google reviews have become one of the first impressions your business makes — and one of the simplest levers to pull.

Why reviews matter so much

Reviews play a double role. First on visibility: Google states that review count and average rating are among the factors used to rank businesses in local results, alongside relevance and distance. Then on decisions: between two well-placed businesses, people very often choose the one with the most recent, detailed reviews.

The rating isn’t everything. A profile with forty reviews at 4.7 often inspires more trust than one with three reviews at 5. Regularity counts too: recent reviews show a business that’s alive, while reviews from three years ago raise doubts.

Asking for reviews: the method that works

Most happy customers don’t leave a review on their own: they don’t think of it, or don’t know where to do it. The key is to ask, at the right time and simply.

1. Pick the right moment. Right after a success: a project delivered, a job well done, positive feedback from the customer. That’s when satisfaction peaks.
2. Send a direct link. From your Google Business Profile, the “Ask for reviews” option generates a short link that opens the review form directly. No need to explain where to click.
3. Keep it short and personal. A two-line message from the person who looked after the customer works far better than an impersonal automatic email.
4. Follow up once, no more. One reminder a week later is enough. Beyond that, it becomes pushy.
5. Make it a habit. Asking every satisfied customer, all year round, builds a steady, credible base of reviews.

A sample message: “Hi Claire, thanks again for trusting us with this project. If you have two minutes, a Google review would help us a lot: [link]. Have a great day!”

What never to do

Some practices win stars in the short term and cost dearly afterwards:

• Buying or writing fake reviews. Google forbids it and can remove the reviews or penalise the profile, and it’s a misleading commercial practice under consumer law.
• Offering something in return. A discount, a gift, entry into a prize draw: any reward tied to a review breaks Google’s rules.
• Only asking happy customers. Screening customers before sending them the link is also forbidden by Google. Ask all your customers, without filtering.
• Having staff or friends write reviews. Google is getting better and better at spotting them, and so are readers.

Responding to reviews, positive and negative

Responding to reviews matters almost as much as getting them. Future customers read the replies: they show how the business treats people.

For positive reviews, a short, personal reply is enough: say thank you and mention a detail of the project, without pasting the same sentence everywhere.

For negative reviews, a few principles:

• Take your time. Never reply in the heat of the moment; reread it the next day.
• Thank and acknowledge. Even if you disagree, thank the customer for taking the time to write, and acknowledge whatever you can.
• Stick to the facts. Explain briefly, without arguing or sharing private details.
• Offer a next step. Invite them to continue the conversation by phone or email to sort things out.

A calm reply to a negative review can reassure more than a string of perfect ones: it shows that when something goes wrong, someone deals with it.

A fake or abusive review, on the other hand, can be flagged from your profile for Google to review.

Reviews within a complete local strategy

Reviews don’t replace the rest: a complete Google Business Profile, a fast website and pages tailored to each town matter just as much. Our guide to local SEO on the French Riviera covers the whole approach, and our SEO service handles it end to end, from managing your profile to creating content.

Want to strengthen your local visibility in Antibes or elsewhere on the French Riviera? Let’s talk.