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Respond to reviews

Reply to every review within 24–48 hours. Future customers read your responses as much as the reviews themselves.

Respond to ALL reviews5-star, 3-star, and 1-star. Silence looks like you don't care.
Use their namePersonalize when possible. "Hi Sarah" beats "Dear valued customer."
Stay professionalNever argue publicly. Take heated disputes offline.
Keep it brief2–4 sentences. Thank, acknowledge, invite back or offer resolution.

5-star Positive reviews

★★★★★ Thank them warmly. Mention your team. Invite them back.

General thank-you
Hi [Name], thank you so much for the kind words! We're thrilled [specific detail they mentioned] went well. Our team works hard to [value you deliver], and reviews like yours mean the world to a small business. Hope to see you again soon! — [Your name], [Business]
They praised a specific team member
Hi [Name], we'll make sure [Team Member] sees this — they'll be so happy to hear it! Thank you for trusting [Business] with [service]. We appreciate you taking the time to share your experience.

3-star Mixed / neutral reviews

★★★☆☆ Acknowledge the feedback. Show you're listening. Offer to make it right.

Constructive criticism
Hi [Name], thank you for the honest feedback. We're sorry [specific issue] didn't meet your expectations — that's not the experience we aim for. We'd love the chance to make this right. Please call us at [phone] or email [email] and ask for [your name]. — [Business]

1–2 star Negative reviews

★☆☆☆☆ Stay calm. Apologize for their experience. Move the conversation offline immediately.

Legitimate complaint
Hi [Name], we're truly sorry about your experience with [issue]. This isn't the standard we hold ourselves to, and we'd like to understand what happened and make it right. Please contact me directly at [phone] or [email]. — [Your name], Owner, [Business]
Review seems mistaken / wrong business
Hi [Name], we're sorry for any confusion. We want to make sure this feedback reaches the right team — we'd appreciate the chance to discuss this with you directly. Please reach us at [phone]. Thank you. — [Business]
If a review violates Google's policies (fake, spam, off-topic, conflict of interest), you can flag it in Google Business Profile under the review. Don't mention flagging in your public reply.

Response checklist

☐ Replied within 48 hours ☐ Used reviewer's name ☐ Thanked them (even on negative reviews) ☐ Kept tone professional — no arguing ☐ Offered offline resolution for complaints ☐ Proofread before posting