Review Responses
A reply prompt you fill in once and reuse, plus a one-page guide to answering good and bad reviews the right way.
Word
Why reply at all?
People reading your reviews are deciding whether to call you. Your replies show them how you treat customers, especially when something goes wrong. Try to reply to every review within 2 to 3 days. Set a weekly reminder. 15 minutes is usually enough.
The 3-step routine
Copy the review text and the star rating.
The prompt is in the download. Once you fill it in, it knows your business, your name, and how you sound.
Change any word that doesn't sound like you. Then post it.
Good reviews and bad reviews
- Say thanks and mention one detail they shared.
- Give credit to the team member they named.
- Wait an hour if you're upset. Never reply angry.
- Keep it short and calm. Move the talk offline.
- Then actually call the customer. The public reply is for future customers. The phone call is for this one.
For what to say on that call, use the free Service Recovery Kit.
Never do this
- Never offer a discount, gift, or anything else for a review.
- Never ask someone to change or remove a review in exchange for a fix.
- Never post private details about a customer or their job.
- Never write fake reviews or ask friends and family to.
Asking for reviews, the right way
- It's fine to ask every customer the same way: "If you have a minute, a review really helps a small business like ours."
- Ask everyone, not just people you think will be happy.
- Make it easy: send the direct link to your Google review page.
Think it's fake?
Reply politely once (the prompt handles this). Then use the "Report review" option on Google. Don't argue in the comments.
Want replies ready to go for the most common complaints? See the Review Response Library.
Want it to keep?
Enter your email and download the Word file to keep. Printable and offline, so you can save and reuse it.
We'll save your email to send the occasional update worth reading. No spam, unsubscribe any time.