How to respond to a Google Review

Reviews shape trust and clicks. A simple, polite reply shows you care and often turns readers into customers. This guide gives you a step-by-step “how to” for replying on Google, plus ready-to-use templates for positive and negative reviews.

Use it as your house style. Share with your team so responses stay consistent.

Why replies matter

• They signal active management and good service.
• They reassure future customers, not just the original reviewer.
• They surface helpful keywords in a natural way, such as your services or locations.

Aim to reply within 1–2 working days.

How to reply on Google Business Profile

On desktop

1. Go to google.com/business and sign in.
2. Select your business, then click Reviews.
3. Find the review, click Reply, write your message, and Post reply.

On mobile (Google Maps app)

1. Open Google Maps, tap your profile icon, then Your Business Profile.
2. Tap Customers → Reviews.
3. Choose the review, tap Reply, write, and Post.

Tip: If you need to edit a reply later, open the review again and choose Edit reply.

Principles for every reply

• Be human: use a warm, plain tone. Sign off with a name where possible.
• Be specific: reference the service, product, or visit.
• Protect privacy: avoid order numbers, phone numbers, or medical details in public.
• Take issues offline: offer a direct contact route for follow-up.
• Keep it short: 2–6 sentences is usually enough.

A simple framework (use for any review)

1. Thank them for the review.
2. Reflect something specific they mentioned.
3. Add value with a brief tip, link, or next step.
4. Invite them back or offer help.
5. Sign off with a name or team role.

Templates: positive reviews

Short and simple

Thanks, [Name]. We’re glad you loved the [service/product]. If you need anything before your next visit, call us on [number]. — [Your name], [Role]

Detailed praise with a useful tip

Thanks so much, [Name]. Great to hear the [service] helped with [result they mentioned]. A quick tip: for best results, [one short suggestion]. See you again soon. — [Your name]

When they name a team member

Wonderful feedback, thank you. We’ve passed this on to [Team member], who’ll be delighted. If we can help with [related service], just let us know. — [Your name]

Templates: negative reviews

Keep calm, take ownership where fair, and move the detailed chat off Google.

Genuine service issue

Hi [Name], thank you for calling this out. This isn’t the experience we aim for. I’d like to fix it. Please email me at [email] with your booking date or order number, and I’ll look into it today. — [Your name], Manager

Delay or missed expectation

Hi [Name], sorry you were kept waiting. We were short on [reason if appropriate without oversharing], but that’s on us. We’re reviewing staffing at those times and would like to make it right. Please contact me at [email]. — [Your name]

Price or policy complaint

Hi [Name], thanks for the feedback. Our prices and policies are listed here: [short URL]. I’m happy to talk through options that fit your budget. Please get in touch at [email]. — [Your name]

You cannot identify the customer

Hi [Name], we can’t find your visit under that name. We’d like to help. Could you email [email] with the date and the name used for the booking so we can investigate? — [Your name]

Inappropriate or mistaken review (polite, factual)

Hi [Name], we don’t believe this relates to our business. We’re at [address] and don’t offer [service]. We’ve reported this to Google for review. If we’ve misunderstood, please contact us at [email]. — [Your name]

When to request removal from Google

You can flag a review if it contains hate speech, explicit content, spam, a clear conflict of interest, or is for the wrong place. Use More → Report review in the Reviews dashboard. Keep expectations realistic; decisions are Google’s call.

Turning a negative into a positive

1. Acknowledge quickly. Same day if you can.
2. Own what you can control. Avoid defensive language.
3. Fix it offline. Offer a named contact and direct channel.
4. Resolve and invite an update. After the issue is sorted, you may politely ask if they are willing to update their review. Do not pressure.

Tone guide with examples

Warm, not gushy: “Thanks for the kind words” rather than “We’re beyond humbled”.

Direct, not defensive: “We missed the mark on timing” rather than “You arrived early so…”.

Specific, not generic: Mention the exact service or item.

Example rewrite

Weak:

We are sorry for any inconvenience caused.

Better:

Sorry you waited 25 minutes for your 2 pm appointment, [Name]. We’ve added an extra therapist on Fridays to prevent this. Please contact me at [email] so I can offer a solution that works for you.

Add helpful detail without oversharing

Good: link to a page that answers their next question, such as pricing, parking, or aftercare.

Avoid: private info, full case details, or blaming third parties.

Build a review response playbook (share with your team)

• Voice and tone: friendly, concise, plain English.
• Response time: under 2 business days.
• Who replies: name and role of the person posting.
• Escalation: when to loop in a manager or owner.
• Contact line: shared inbox or direct email for issues.
• Templates: positive, neutral, and negative versions tailored to your services.

Store it in a simple doc so anyone covering has the rules.

FAQ

Should I use keywords in replies?

Yes, lightly and naturally. “Thanks for choosing our [service] in [town]” is fine. Do not stuff.

Can I offer compensation publicly?

Offer to discuss goodwill gestures privately. Keep the public note short and constructive.

What about emojis?

Use sparingly, if at all. A single smile is enough on a casual brand. None for issues.

Quick checklist

• Thank them by name.
• Mention the specific service or visit.
• Add one helpful line or link.
• Invite contact if follow-up is needed.
• Sign off with a real name and role.
• Log any issues and close the loop.

Summary

Replying well to Google reviews is simple: be prompt, be human, and be specific. Celebrate the positives, fix the negatives, and keep private detail off the page. Done consistently, your responses build trust and win future customers.