How to reply to Google reviews (good and bad)
A reply shows future customers how you treat people. It doesn't need to be long.
A simple structure
- Thank them by first name, if shown.
- Mention one specific thing they said.
- Next step. Invite them back, or take a problem offline.
For a positive review
Be warm and specific. Don't copy and paste the same line every time.
For a negative review
- Stay calm. Don't argue or blame.
- Acknowledge the problem if it is fair, and say what you will do or how to reach you.
- Don't share private details about the customer.
For a mixed review
Thank them for the good part, address the fair criticism, and avoid defensiveness.
Don't
- Don't offer money or perks in exchange for changing or removing a review. Google's policy doesn't allow it.
- Don't invent facts.
The free Review Reply Helper drafts three replies for any review that you can edit and copy.