How to reply to Google reviews (with examples of what to say)

Reply to every review, and do it quickly

A reply within a day or two reads as attentive. Weeks later it reads as an afterthought. Aim for a routine you can keep, because a business that answers some reviews and ignores others looks inconsistent.

Positive reviews: be specific

• Use their name and mention something from the review, such as the service or what they liked.
• Keep it to two or three sentences.
• Avoid the same line every time. Repeated copy-and-paste replies are easy to spot.
• Invite them back in a natural way, such as saying you look forward to their next visit.

Negative reviews: stay calm and keep it short

Remember who is reading. Most people reading a negative review and a calm reply are deciding whether to book, and a gracious reply often says more about you than the review does.

• Thank them for the feedback, and say you are sorry their visit fell short, if it did.
• Acknowledge the specific issue without arguing the details in public.
• Offer to make it right, and move the conversation offline with a way to reach you.
• Do not get defensive, and do not reveal private details about the client or the appointment.

If a review looks fake or breaks the rules

You can flag a review to Google if it is spam, off-topic, or violates its policies. Flagging does not always remove it, so still post a short, polite reply that states the facts, such as that you cannot find the visit in your records.

Keep your own voice

Clients can tell a template from a person. Decide how you want to sound, friendly or polished or plain-spoken, and keep to it. If you use a tool to draft replies, treat its output as a first draft that you approve and edit.

Where automation fits

Noticing new reviews and drafting a reply in your voice is repetitive work that suits automation. Approving it should stay with you. Ascension drafts review replies and waits for your OK before anything is posted.