Future customers read your replies as carefully as the reviews. A calm, short reply shows that you care – and often matters more than the review itself.
Five rules for good replies
- Reply within a few days – not in the heat of the moment.
- Thank the person and stay polite, even if the review is unfair.
- Address the specific point in one or two sentences.
- Offer to clear it up directly (phone, email) instead of arguing in public.
- Never share customer details or private information.
Template: honest criticism
“Hello [name], thank you for your feedback. We're sorry the waiting time was so long on your visit – that's not our standard. We've discussed it with the team. We'd be happy to welcome you again. [Your name], [business]”
Template: you can't find the customer
“Hello, thank you for your review. Unfortunately we can't find your visit in our records. Please contact us directly at [phone/email] so we can look into it. [Your name]”
Template: insult or unfair attack
“Hello, we take every piece of feedback seriously, but we ask for a respectful tone towards our team. If something went wrong, please contact us directly at [phone/email]. [Your name]”
Additionally, report the review – insults can violate Google's policies.
Mistakes to avoid
- Copy-and-paste replies under every review.
- Accusing the reviewer of lying in public.
- Offering discounts in exchange for deleting the review.
- Long justifications – keep it short.
Frequently asked questions
Should I reply to fake reviews?
Yes, briefly and factually – and report them at the same time. Readers see that you handle it professionally.
Does a reply affect my ranking?
Google recommends replying to reviews. Active profiles with replies come across as more trustworthy.