- 1Reply fast, calmly and by name
- 2Use ready templates and adjust them
- 3Handle unfair reviews by reporting, not arguing
Why replying matters
Everyone who reads a review sees your reply. It is your chance to show you care about customers, even when the review is negative.
Golden rules
- Reply fast: the same day or the next
- Use the customer’s name if it is shown
- Keep it short and specific, not one copy for everyone
- Do not argue or attack
- Do not share personal details about the customer or their order
- If it needs detail, offer to talk privately
Template for a positive review
Customer review
Great experience! Fast service and a respectful team.
Positive review · Your reply
Thank you [name] for the kind words! We’re glad you enjoyed it and look forward to seeing you again.
Template for a negative review
Customer review
Waited a long time and the order arrived incomplete.
Negative review · Your reply
[Name], we’re sorry your experience wasn’t what it should have been. Your feedback matters and we want to put it right. Please contact us at [phone or email] so we can understand what happened and fix it.
Unfair or fake reviews
- 1Do not reply sharply
Staying calm protects you in front of every reader.
- 2Report it to Google
Use the report option on your Business Profile.
- 3Add a short calm reply
“We can’t find a record of this visit and would be glad if you contacted us to understand.”
What never to do
Do
- Fix the problem for real
- Leave the decision to the customer
Never
- Offer a reward to change or delete a review
- Ask the customer to “raise the stars”