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How to reply to Google reviews, with examples you can copy

Many small businesses never reply to their Google reviews. Here is what to say to a good review, a bad one and a star rating with no words, in about 30 minutes a month.

By Julian2 minute read

The short version

  • Replying costs nothing and takes about 30 minutes a month.
  • Good review: keep it short, use their name, mention what they mentioned.
  • Bad review: thank them, say sorry, say what you have done, offer a direct line.
  • Never paste the same reply under every review.
A short reply that mentions what the customer mentioned shows a person wrote it.

When I run a check on a business, one of the first things I look at is whether the owner replies to reviews. Often the answer is no, even at businesses with hundreds of five-star reviews.

It is one of the cheapest fixes there is. It costs nothing, it takes about 30 minutes a month, and every future customer who reads your reviews sees it.

Why it is worth doing

  • Customers read the replies. A calm, helpful reply to a complaint can do more for you than another five-star review.
  • Google recommends it. Its guidance for business owners says replying to reviews shows that you value your customers and their feedback.
  • Your competitors may not bother. Look at the three businesses that show above you on the map and count their replies.

How to reply to a good review

Keep it short, use their name, and mention the thing they mentioned. That shows a person wrote it.

Thanks, Sarah. Glad we could get the boiler sorted before the cold snap. See you at the next service.

Avoid pasting the same line under every review. A wall of identical “Thank you for your kind words!” replies reads worse than no replies at all.

How to reply to a bad review

Wait an hour first. Then follow four steps:

  1. Thank them for saying so.
  2. Say sorry for the experience, without arguing the details in public.
  3. Say what you have done or will do.
  4. Offer a direct way to reach you.

Thank you for telling us, Mark, and I am sorry the delivery was late. We have changed courier for that route. Please ring me on the shop number and I will put this right.

You are not only writing to Mark. You are writing to everyone who reads it after him.

Never share private details about the customer or what they bought, and never accuse a reviewer of lying, even when you think they are.

How to reply to stars with no words

A rating with no text still deserves a line.

Thanks for the five stars, Priya. Much appreciated.

Make it a routine

  • Put 30 minutes in your diary once a month.
  • Start with the newest reviews and work back. The latest ones are the ones people read.
  • Turn on notifications in your Google Business Profile so that new reviews reach you.

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