What New Bedford Business Owners Should Know About Google Reviews
You've got two reviews.
One's from three years ago.
The other one is from someone who was having a bad day and took it out on your business.
Meanwhile, your competitor down the street has 87 reviews, a 4.8 star rating, and shows up first every time someone searches for what you do.
That's not a coincidence.
Google reviews are one of the most overlooked tools in a small business owner's marketing toolkit.
And the fix isn't complicated. It just takes a little intention.
Here's what you need to know.
Most Businesses Don't Have a Review Problem. They Have an Asking Problem.
This is the most common issue we see when working with small businesses across the SouthCoast.
It's not that people don't like what you do.
It's that the happy customers aren't leaving reviews.
Think about it. When someone has a bad experience, they're far more likely to go out of their way to write about it. But the person who comes in every week, loves what you do, and tells their friends? They're not thinking about your Google page.
They had a great experience. There's nothing to vent about.
That means the default version of your review section skews negative. Not because your business is bad, but because you're not asking the right people to speak up.
The good news is most happy customers will leave a review if you just ask.
They want to support you. They just didn't think of it on their own.
How to Actually Ask (Without Making It Weird)
There are a lot of ways to do this, some direct and some subtle.
Here are a few that work well for small businesses in the New Bedford area and beyond.
Ask after the sale. It can feel a little awkward, but it's simple and costs you nothing. If the interaction went well, just say something like, "If you have a minute, we'd really appreciate a Google review." Most people won't think twice about it.
Add it to your receipts. A short line with a link or QR code at the bottom of a receipt is an easy, passive ask that doesn't require any extra effort from your staff.
Drop a flyer in the bag. If you're a retail shop or restaurant, a small card in the bag that says "Loved your experience? Leave us a review" goes a long way.
Send an email. If you have an email list, send a dedicated message or include a review ask in a follow-up email after a purchase or service. If you're not sure where to start with email, we wrote a full breakdown on why email marketing still works for small businesses.
Highlight reviews on social media. Post your best reviews on Instagram or Facebook and encourage others to share their experience too. It's a two-for-one. You get social content and you remind people that reviewing is an option.
One thing to avoid. Don't offer anything in exchange for a review. No gift cards, no discounts, no free food. Google's policies explicitly prohibit incentivized reviews, and it can get your reviews removed or your Business Profile flagged. It's just not worth the risk.
Negative Reviews Aren't the End of the World
Bad reviews sting.
Especially when your business is an extension of yourself.
When someone says the staff did this or that, it feels personal. We get it.
But take a breath. And try to see it as an opportunity.
Sometimes the feedback is childish and there's not much you can do with it. But other times, it's a legitimate concern that you should know about.
A blind spot in your process.
A gap in communication.
Something your team can actually fix.
We've seen business owners handle negative reviews in all kinds of ways. One client got a review from someone who said they requested a service and never heard back. Instead of firing off a defensive response, the owner picked up the phone, had a real conversation, resolved the issue, and the customer took down the review.
Another example that stuck with me. I was staying at a hotel on a personal trip and noticed the owner going out of their way to explain very specific details to every guest, things like what was included in the continental breakfast.
It seemed like overkill at first.
But later, I noticed a past review complaining about that exact thing. They didn't just respond to the review. They changed their process to prevent it from happening again.
That's the kind of thinking that turns a one-star review into a better business.
Other businesses will offer a gift card or a free item to make things right when the complaint is warranted. There's no single right answer.
But there is one rule that should always apply.
Stay professional. Stay respectful.
Never blame the customer for leaving the review. Try to understand their perspective. Not every customer will be friendly, but you can always control your own behavior.
And if you're feeling emotional about a review, give yourself some time before you respond.
A level head leads to a better outcome every time.
Google Reviews Help You Get Found, Not Just Chosen
Here's something a lot of SouthCoast business owners don't realize.
Reviews don't just help people decide whether to trust you. They help people find you in the first place.
Think of Google as a referral business. Their whole model is built on sending people to the right place. And one of the ways they measure the quality of those referrals is through reviews.
If Google is going to recommend your business to someone searching for "plumber near New Bedford" or "best tacos in Fall River," they want to feel confident that person is going to have a good experience.
Google has confirmed that review count, review score, and how recently reviews were posted all factor into local search ranking.
So if you're wondering why your competitor shows up above you in search results, your review section might be part of the answer.
More reviews, better ratings, and recent activity all send signals to Google that your business is active, trusted, and worth recommending.
That's free visibility you're leaving on the table if you're not paying attention to your reviews.
If you want to go deeper on getting found online, check out what we do to help businesses show up where it matters.
Respond to the Good Reviews Too
Most business owners know they should respond to negative reviews.
But what about the positive ones?
Here's the thing. In most cases, only the person who left the review is going to read your response.
But that's exactly why it matters.
A personal, thoughtful thank you can cement a loyal customer even further. It makes them feel seen. They'll remember that.
But don't just copy and paste "Thanks for your review!" on every one. If you're going to take the time to respond, make it meaningful.
Reference something specific about their visit or what they mentioned. A little personalization goes a long way.
If you don't have the bandwidth to respond to every single review, that's okay.
But when you do respond, make it count.
Timing Is Everything
Some businesses naturally get more reviews than others. Restaurants on Union Street in downtown New Bedford tend to have an easier time because people love sharing their dining experiences.
It's part of the culture.
But service businesses can crush it too if they ask at the right time.
Think about this.
Someone has a plumbing issue. No hot water. It's been days. Their family is dealing with it, and they have no idea what the problem is.
Then you show up, fix it, and all of that stress is lifted in an instant.
That's the moment. Right there.
"Hey, if you get a chance, we'd love a Google review."
Of course they will. They're relieved, they're grateful, and they want to tell someone about it. That kind of emotional timing turns a simple ask into a five-star review.
The same applies to any service business on the SouthCoast. Contractors, auto shops, salons, accountants. Identify the moment when your customer feels the most relief or excitement, and that's when you ask.
Start Simple. Start This Week.
If you're sitting on two reviews from 2023 and feeling overwhelmed, don't worry about the past.
Look forward.
Make it part of your routine. After every good interaction, every completed job, every happy customer, just ask.
It doesn't need to be a whole system right away. Just start the habit.
And prioritize the happy customers. They'll be more than glad to help. They understand that in order for you to keep serving them, you need more people walking through the door.
They want you to succeed.
One ask a day. That's it.
Do that for a month and see where your review count ends up. You'll be surprised.
And if you want help thinking through your full online presence, not just reviews, but your website, your social media, your brand, let's have a conversation. We'll tell you where you stand and what's worth focusing on.
FREQUENTLY ASKED QUESTIONS
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Go to your Google Business Profile, click "Ask for reviews," and Google will give you a short link you can copy and share. You can text it, email it, print it on a card, or add it to a QR code. Making it easy for the customer is half the battle.
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You can't delete reviews directly, but you can flag a review that violates Google's policies, like spam, fake reviews, or offensive content. Google will review the flag and decide whether to remove it. For legitimate negative reviews, your best move is to respond professionally.
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There's no magic number, but more is almost always better. Businesses with 20 or more recent reviews tend to stand out in local search results. The key is consistency. A steady flow of new reviews matters more than hitting a specific count.
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Yes. Google has confirmed that review count, rating, and recency all factor into local search rankings. A business with more positive, recent reviews is more likely to show up in the local pack, that map section at the top of search results.
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Ideally, yes. But if you're pressed for time, prioritize responding to negative reviews and any positive reviews that mention something specific. A thoughtful response shows potential customers that you care, and it deepens loyalty with the person who left it.
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Flag it through your Google Business Profile. Google has systems to detect fake reviews, though the process isn't always fast. Don't engage publicly with a review you believe is fake. Just flag it, document it, and move on. If it's clearly fraudulent, Google will usually take action.
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You can ask for reviews, but don't coach people on what rating to leave. Asking someone to "leave us a five-star review" can come across as pushy and may violate Google's guidelines around review manipulation. Just ask them to share their honest experience.
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At least once a week. Set a reminder or make it part of your Monday routine. The faster you respond to reviews, especially negative ones, the better the outcome. Letting a bad review sit for weeks without a response sends the wrong message to anyone reading it.
